MetricNet is honored and excited to be presenting at the annual FUSION Conference in St. Louis, MO! This year, Jeff Rumburg, Winner of the Ron Muns Lifetime Achievement Award and Managing Partner at MetricNet, will present:

 The 80/20 Rule for Service and Support KPIs – The Metrics of Success

Download the presentation slides!

In this session Jeff Rumburg, Managing Partner at MetricNet, will identify and define the IT Service Management metrics that really matter – The Metrics of Success! He will discuss the importance of adopting a holistic approach to performance measurement and management, and demonstrate how Key Performance Indicators can be used as a competitive weapon to drive World-Class performance. Attendees of this session will learn:

• The Eight Most Important KPIs for Service and Support
• Industry Averages and Ranges for Service Desk and Desktop Support KPIs
• Key Cause-and-Effect Relationships for Service and Support KPIs
• How to Create a Balanced Scorecard for IT Service and Support
• The Metrics of an Optimized Support Organization
• How to Leverage Metrics for Continuous Service Improvement

From Cost Center to Value Center in IT Service Management

A panel discussion with Jeff Rumburg and Dale Landowski, a principal consultant at Cask

Many IT service and support organizations are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of support. The result is that most support organizations are underfunded, and operate very tactically, often lurching from one crisis to the next. However, in recent years, a handful of pioneering organizations have adopted a different strategy when it comes to support – a strategy that emphasizes value over cost.

The business world offers a simple model for any service and support organization that wishes to adopt a value-centric approach to service management. When a business is not performing well, investments in the business dry up because there is no reasonable expectation of earning a profit. By contrast, businesses that are profitable receive adequate funding because they can attract investment capital seeking a positive return. So, what would happen if support organizations began operating more like businesses, and could attract funding and other resources based upon their profitability?

In this panel discussion, Jeff Rumburg offers an approach for managing service and support as a business. Additionally, he will propose a handful of business metrics that can be used to quantify and communicate the profitability of service and support. He will discuss the need to adopt a paradigm shift – from cost center to value center – for any support organization that aspires to realize the benefits of operating as a true business. And finally, he will present a simple yet compelling methodology for calculating the ROI of IT Service and Support.