Jeff Rumburg of MetricNet to Facilitate HDI's Inaugural Metrics Workshop

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​Jeff Rumburg, Managing Partner of MetricNet, LLC, was chosen to facilitate Succeeding with Metrics, a new interactive, consultative HDI Training Workshop. Mr. Rumburg will share his knowledge and expertise in metrics for IT service and support at various locations across the United States this year. The goal of the new workshop is to empower service and support professionals to leverage metrics in their pursuit of continuous service improvement.

“The HDI Metrics Workshop fills an obvious void in the marketplace. Too often, metrics are used for reporting purposes only. But this observational approach to metrics greatly limits their value.” said Jeff Rumburg. “The true potential of service and support KPIs can only be realized when they are used diagnostically and prescriptively. By interpreting the KPIs of service and support, and then acting to mitigate or eliminate negative performance gaps, progressive support organizations can realize the promise of continuous service improvement.”

The HDI Metrics Workshop fills an obvious void in the marketplace.

Jeffrey Rumburg, Managing Partner

Succeeding with Metrics will include classroom instruction, group activities, exercises, downloadable tools, and take-aways that can be implemented immediately. Support professionals that attend this first-of-its-kind workshop will learn how to use metrics holistically to achieve sustainable performance improvements in IT support.

For those interested in attending Succeeding with Metrics, there are four options, including:

·         HDI Annual Conference in Las Vegas, NV: April 9-10

·         HDI Training Experience in Philadelphia, PA: July 23-24

·         HDI Training Experience in Kansas City, MO: September 17-18

·         Service Management World in Orlando, FL: October 15-17

Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named to HDI’s Top 25 Thought Leaders list 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 well-known companies as American Express, Hewlett-Packard, General Motors and IBM.

If you would like more information about benchmarking your service and support functions, please visit or e-mail MetricNet at info(at)metricnet(dot)com.

About MetricNet

MetricNet is the global leader in IT service and support benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of nearly 4,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

About HDI

Founded in 1989, HDI is the first membership association and certification body created for the technical service and support industry. Since then, HDI has remained the source for professional development by offering the resources needed to promote organization-wide success through exceptional customer service. In other words, we help professionals in service management better connect with customers. We do this by facilitating collaboration and networking, hosting acclaimed conferences and events, producing renowned publications and research, certifying and training thousands of professionals each year, and connecting solution providers with practitioners. Learn more at

Source: MetricNet, LLC

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