The focus has shifted from tactical/operational metrics to the more strategic metrics of business value and ROI.
McLean, VA (PRWEB) March 30, 2015
Jeff Rumburg, co-founder and Managing Partner of MetricNet, presented Session 705, 'Past and Present: 25 Years of Service Desk KPIs’, at the Annual HDI Conference in Las Vegas, NV. This marks the 20th time Mr. Rumburg has been selected as a speaker for the HDI Service and Support Conference.
In this presentation, Mr. Rumburg shared the most common service desk KPIs, changing averages in service desk performance, the evolution of KPIs, the holistic discipline of performance measurement and management, and what today’s KPIs tell us about the future.
“Service desk KPIs have evolved and matured significantly over the past two decades," said Rumburg. “Today’s service desks routinely track twenty or more KPIs, and the focus has shifted from tactical/operational metrics to the more strategic metrics of business value and ROI.”
Those interested in this presentation can find a copy of the slide deck on MetricNet’s website. Mr. Rumburg also presented Session 107, 'Benchmark 2014: Global Results for Desktop Support’, on Wednesday, March 25, 2015, and Session 401, 'The Role of IT Leadership in Service and Support’, on Thursday, March 26, 2015.
Mr. Rumburg is last year’s winner of the prestigious Ron Muns Lifetime Achievement Award for service and support, and has been retained as a service desk and desktop support expert by some of the world's largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM.
If you would like more information about benchmarking your service and support functions, please visit http://www.metricnet.com, or e-mail Jeff Rumburg at jeffr(at)metricnet(dot)com.
MetricNet is the global leader in IT service and support benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of more than 3,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.