MetricNet Awarded Keynote Address at Service Desk Institute's 2019 Annual Conference

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The Service Desk Institute has announced its speaker lineup for the 2019 annual conference in Birmingham, UK. MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been invited to present a keynote address at the conference. For those interested in attending, SDI’s 32nd Annual Conference is taking place over three days from March 25-27, 2019, at the Hilton Metropole in Birmingham, UK. This event will bring together a record number of IT service professionals from over twenty countries in all major industries.

Mr. Rumburg will be presenting “The Future of Service and Support – A Brave New World!”. In this keynote address, he will use industry benchmarking data to connect the dots and present a vision of the service organization of the future. Attendees will learn how people, process and technology are converging upon a tipping point that will radically reshape the support industry of the future.

“IT Service and Support organizations worldwide are moving aggressively towards new business models,” said Jeff Rumburg. “ITIL 4, AI, and hiring practices that place a premium on business skills are radically altering the landscape of the industry. A bright future awaits those who are prescient enough to embrace these industry megatrends, while those who are slow to adapt will operate at a significant disadvantage for many years to come.”

Those interested in hearing Mr. Rumburg speak on The Future of Service and Support should attend the afternoon keynote address on March 26 at 1:20 p.m. All IT service and support professionals are encouraged to attend. This includes C-level executives, IT directors, Service Desk Managers, analysts, and agents as well as any other professionals in IT who are interested in gaining deeper insight into the future of IT Service and Support.

Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award and was named one of the Top 25 Thought Leaders in Technical Support and Service Management for 2016 and 2017. 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 the 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.

If you would like more information about benchmarking your service and support functions, please visit http://www.metricnet.com or e-mail MetricNet at info@metricnet.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 the Service Desk Institute (SDI)

The SDI company mission is to inspire service desks to be brilliant. To achieve this mission, SDI has developed a set of goals by which it aims to inspire service desks:

  • To raise the quality of service delivery by valuing and embracing best practice
  • To create an inspiring and engaging customer experience
  • To invest in and empower their teams to be inspired, take action and be better
  • To shine by demonstrating and delivering exceptional business value

SDI sets the globally recognised best practice service desk standards that provide clear and measurable benchmarks for service desk operations and professionals. The standards are designed to encourage service desks to embrace best practice in order to raise the quality of service delivery.

Source: MetricNet, LLC


Categories: Information Technology, IT Management

Tags: Benchmarking, IT Service and Support, ITIL, Metrics, SDI, Service Desk, Technical Support


About MetricNet, LLC

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MetricNet is the global leader in IT service and support and contact center benchmarking.