Jeff Rumburg, co-founder and Managing Partner of MetricNet, will present selected results from its 2012 Desktop Support Benchmark at the Annual HDI Conference in Las Vegas. This marks the 18th time Mr. Rumburg has been selected as a speaker for the HDI Service and Support Conference. In the second of two presentations to be delivered at the conference, Mr. Rumburg will present benchmarking data from the first-ever industry-wide desktop support benchmark. “Most people don’t realize that virtually every Key Performance Indicator in desktop support has an impact on every other KPI.” says Rumburg “Understanding how the various desktop support KPIs affect each other is enormously powerful because it provides insight into the key levers a manager can pull to achieve desired outcomes. Using industry-wide benchmarking data, this presentation will illustrate how the various KPI’s are interrelated and interconnected. ” Those interested in seeing Mr. Rumburg speak should attend session 408, Cause and Effect: What You Need to Know About Desktop Support KPIs. This session takes place Thursday, April 18 at 10:00am and will include empirical data from more than 100 benchmarks that illustrate the cause-and-effect relationships between the industry’s most important KPIs. Senior-level VPs, directors, managers, CIOs, CTOs and all other service and support professionals are encouraged to attend. 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 service and support functions, please visit https://www.metricnet.com, or e-mail Jeff Rumburg at jeffr(at)metricnet(dot)com. About MetricNet 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.
