All ResourcesDesktop SupportService DeskWhitepapers Metrics, The Linchpin of Continuous Improvement in Service and Support Download This Article Forward To A Friend Continuous Service Improvement (CSI) is a noble goal that most IT service and support managers aspire to. But despite all the buzz about…Jeffrey RumburgJune 7, 2016
All ResourcesMemberRecorded WebcastsService Desk Past and Present: 25 Years of Service Desk KPIs on BrightTALK Service desk KPIs have evolved and matured significantly over the past two decades. Today’s service desks routinely track twenty or more KPIs, and the focus has shifted from tactical/operational metrics…Jeffrey RumburgApril 21, 2015
All ResourcesNews and Press Service and Support as a Business: MetricNet Featured in Support World Magazine MetricNet’s ROI model for technical service and support, was featured in the May issue of Support World Magazine. The article entitled “Service and Support as a Business: KPI’s that Tell…Jeffrey RumburgMay 20, 2014
All ResourcesNews and Press IT Service and Support Empowered by HDI 2014 The HDI Conference in Orlando, FL was a smashing success! Those in attendance gained valuable insight into Metrics and Measurements, Service Management Excellence, Team Dynamics, The Customer Experience and more.…Jeffrey RumburgApril 8, 2014
All ResourcesDesktop SupportMember Leveraging KPI’s to Maximize the ROI of Support Download the PDF MetricNet's "Leveraging KPI’s to Maximize the ROI of Support" presentation was delivered on Thursday, April 3, 2014, to a standing room only crowd at the HDI Service…Angela IrizarryApril 3, 2014
All ResourcesDesktop SupportMemberService DeskWhitepapers Service and Support as a Business | KPIs that Tell the Big Picture Download This Article Forward To A Friend Most IT professionals are familiar with the operational metrics of service and support. KPI’s such as cost per ticket, first contact resolution…Jeffrey RumburgMarch 28, 2014
All ResourcesDesktop SupportMemberWhitepapers The Economic Impact of Support Download This Article Forward To A Friend The Economic Impact of Support What’s Your Value Proposition? Most IT departments can tell you how much they spend on support. But…Angela IrizarryJune 21, 2012
All ResourcesDesktop SupportMemberService DeskWhitepapers The Role of IT Support in CIO Career Success Download This Article Forward To A Friend The CIO’s Service and Support Imperative The Role of IT Support in Your Career Success The IT industry is being transformed by…Angela IrizarryMarch 16, 2011
