All ResourcesDesktop SupportNews and PressService Desk Fascination – Enlightenment – Unity | HDI 2016 Recap Fascination – Enlightenment – Unity… Three simple words that say it all. We had the honor and privilege to attend an incredibly powerful HDI conference in Orlando, Florida last week.…Angela IrizarryApril 18, 2016
All ResourcesDesktop SupportMemberService Desk The Diagnostic Power Of Metrics “You can’t manage what you don’t measure”: This is particularly true in service and support, where effective performance measurement is a prerequisite for effective decision making. Despite their importance, few…Angela IrizarryApril 14, 2016
All ResourcesDesktop SupportMember The Future Of Desktop Support: What The KPIs Are Telling Us Desktop support has evolved dramatically in recent years. From virtualization and remote desktop control, to the rise of SWAT teams and staff augmentation, most desktop support organizations bear no resemblance…Angela IrizarryApril 13, 2016
All ResourcesDesktop SupportService Desk Is Your Support Organization Right-Sized? Optimizing headcount is a common challenge in most support groups. In fact, MetricNet has found that the vast majority of service and support organizations are either under-staffed or over-staffed, and…Jeffrey RumburgFebruary 17, 2016
All ResourcesDesktop SupportMemberRecorded WebcastsService Desk The High Performance Support Organization – Benchmarking Data from the Industry’s Top Performers Benchmarking is a well-established tool for measuring and managing service and support performance. Effective benchmarking allows an organization to quantify the performance of its support desk, compare to others in…Jeffrey RumburgDecember 8, 2015
All ResourcesDesktop SupportService Desk The Changing Landscape of Continuous Improvement: Real-Time Benchmarking Has Finally Arrived! To download the slides , you must become a member. Membership is free and sign-up only takes a moment. Click the sign-up button below, complete the short form and checkout.…Jeffrey RumburgNovember 4, 2015
All ResourcesDesktop SupportMemberRecorded WebcastsService Desk Ensuring Success in IT Service and Support: Case Studies from the Front Lines Every IT support organization aspires to perform at a high level. So why do so few manage to achieve World-Class performance? We invite you to join MetricNet as we review…Jeffrey RumburgOctober 29, 2015
All ResourcesDesktop SupportMemberRecorded Webcasts The Zen of Support! on BrightTALK The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey…Jeffrey RumburgOctober 14, 2015
All ResourcesDesktop SupportMemberRecorded WebcastsService Desk Benchmarking Roundup: Summary of 2015 Service and Support Benchmarks on BrightTALK Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance.…Jeffrey RumburgSeptember 8, 2015
All ResourcesBenchmarking StatisticsDesktop Support 10 Key Desktop Support Statistics | 2014 Benchmark The results of MetricNet's 2014 United States In-House Desktop Support Benchmark are in! The data includes 7 types of metrics and 28 Key Performance Indicators. In this article, we…Angela IrizarryAugust 5, 2015
