Jeff Rumburg, co-founder and Managing Partner of MetricNet, has been invited to speak at HDIs Capital Area Chapter May Meeting. Mr Rumburg will be presenting The Zen of Support to a live audience on Wednesday, May 21, 2014 at 12:00pm EDT. In this presentation, Mr. Rumburg will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm. 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 the strategic potential of user support, said Mr. Rumburg. “The result is that most organizations do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT. MetricNet’s global benchmarking data suggests that there are multiple sources of leverage in a Strategic Support Organization and several underutilized metrics that can measure progress towards strategic significance. At the HDI Capital Area Meeting, Mr. Rumburg will identify and define two critical metrics and three sources of leverage supported by the empirical evidence from thousands of IT Service and Support benchmarks. HDIs Capital Area Chapter has reserved a limited number of complimentary guest passes for the May Meeting. Those interested in attending should register in advance. The event will take place at Time Warner Cable, 13820 Sunrise Valley Drive, Herndon, Virginia 20171. A question and answer session will take place after the presentation. Attendees will receive a copy of the presentation slides. All Capital area IT Service and Support professionals and their guests are encouraged to attend the meeting. Mr. Rumburg is this years winner of the prestigious Ron Muns Lifetime Achievement Award for service and support. He 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. 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 contact center, 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.
