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
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
In this webcast, MetricNet will share the key success factors from the industry's top performing Service Desks. Attendees will: HEAR how the industry's top performing Service Desks achieve world-class status.…
Jeffrey RumburgJuly 14, 2015
As the gateway to IT for most end users, service and support is the biggest driver of customer satisfaction and can generate a tremendous return on investment. IT leaders and…
Jeffrey RumburgJune 23, 2015
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
Download the PDF Did you miss our webcast on IT Service Desk Metrics? Well, you’re in luck! You can now download the slides to 'Unleashing the Enormous Power of Service Desk…
Jeffrey RumburgApril 14, 2015
Did you miss our webcast on IT Service Desk Metrics? You can now watch the recorded version of 'Unleashing the Enormous Power of Service Desk KPIs'. Join the thousands of…
Jeffrey RumburgApril 14, 2015
Download the PDF: MetricNet's "Past and Present: 25 Years of Service Desk KPIs" presentation was delivered on Friday, March 27, 2015, to a standing room only crowd at the HDI…
Jeffrey RumburgMarch 27, 2015
Download the PDF: MetricNet's "The Role of IT Leadership in Service and Support" presentation was delivered on Thursday, March 26, 2015, to a standing room only crowd at the HDI…
Jeffrey RumburgMarch 26, 2015
