Print Page   |   Contact Us   |   Sign In   |   Register
DC Nation's Capital | Service & Support as a Business: KPI’s that Tell the Big Picture
Map this EventMap this Event Tell a Friend About This EventTell a Friend
 

Please join the itSMF USA Nations Capital Local Interest Group for our next meeting, scheduled for Thursday, December 6, 2018 from 4:30pm to 6:30pm EST, hosted and sponsored by Rightstar Systems. The meeting will include a presentation by Jeff Rumburg, Managing Partner at MetricNet, on an approach for managing IT service and support as a business.

 Export to Your Calendar 12/6/2018
When: 12/6/2018
4:30pm - 7:00 PM
Where: Map this event »
Conference Room A
1951 Kidwell Drive
Vienna, VA 22182
United States
Presenter: Jeff Rumburg
Contact: John Clipp
240-344-7922
« Go to Upcoming Event List  

“SERVICE AND SUPPORT AS A BUSINESS:

KPI’s THAT TELL THE BIG PICTURE”

 

Thursday December 6, 2018     4:30 p.m. – 6:30 p.m. EST

 

Conference Room A, 1951 Kidwell Drive, Vienna, VA 22182

 

Please join the itSMF USA Nations Capital Local Interest Group for our next meeting, scheduled for Thursday, December 6, 2018 from 4:30pm to 6:30pm EST, hosted and sponsored by Rightstar Systems. The meeting will include a presentation by Jeff Rumburg, Managing Partner at MetricNet, on an approach for managing IT service and support as a business.

 

Most IT professionals are familiar with the operational metrics of service and support. KPIs such as cost per ticket, first contact resolution rate, and mean time to resolve are well understood and almost universally applied. Yet even support organizations that have mastered these metrics and achieved a degree of operational success often struggle to gain visibility and credibility within their own enterprise. The all-too-common result is that service and support operates at a subsistence level, and lacks the necessary resources to deliver effective levels of support. The business world offers a potential solution to this dilemma. 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 are able to attract investment capital seeking a positive return. So what would happen if IT service and support organizations began operating more like businesses, and were able to attract funding and other resources based upon their profitability? In this presentation Jeff Rumburg, Managing Partner at MetricNet, reveals an approach for managing IT service and support as a business. Additionally, he proposes a handful of business metrics that can be used to quantify and communicate the profitability of service and support. Finally, he discusses the need to adopt a paradigm shift for any service and support organization that aspires to realize the benefits of operating as a true business.

 


SPEAKER: Jeff Rumburg, Managing Partner at MetricNet

 

Jeff Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management for 2016 and 2017, and has served on HDI’s strategic advisory board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best-selling book on benchmarking, and has been retained as a benchmarking expert by such iconic companies as American Express, Intel, Coca Cola, and Emory Healthcare.

 

 


Legal