Most IT departments can tell you how much they spend on support, but very few can quantify the economic impact of support.
McLean, VA (PRWEB) April 11, 2013
MetricNet was featured in HDI’s most recent issue of Support World Magazine. The article entitled ‘The Economic Impact of Support: What's Your Value Proposition?’ was based on the results of MetricNet’s 2012 IT Service and Support Benchmark.
In the article, Jeff Rumburg, co-founder and Managing Partner of MetricNet, LLC, explains the importance of developing, quantifying, and then communicating an effective value proposition. Additionally, he provides a case study roadmap for how one organization developed its IT service and support value proposition.
“Most IT departments can tell you how much they spend on support, but very few can quantify the economic impact of support,” says Rumburg “But understanding and communicating your economic impact is crucial to transforming IT service and support from a tactical cost center into a strategic source of value creation for the enterprise.”
MetricNet will also be presenting its benchmarking results on the economic impact of support at the annual HDl conference in Las Vegas. Those interested in seeing the presentation should attend session 101 on Wednesday, April 17 at 10:15am at the Mandalay Bay Hotel.
Mr. Rumburg currently serves on HDI's Strategic Advisory Board 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 IT 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. They are 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 2,400 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.