MetricNet Awarded Two Speaking Slots at HDI's 2018 Annual Conference

HDI has announced its speaker lineup for the 2018 annual conference and expo in Las Vegas, Nevada. MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet has been invited to present in two major tracks at the conference, including “Putting Metrics To Work” and “Service Desk Masters.” This marks the 24th consecutive year that Mr. Rumburg has been selected as a speaker for the HDI Conference & Expo. For those interested in attending, HDI 2018 is happening April 10-13 at the MGM Grand in Las Vegas, Nevada.

Mr. Rumburg will be presenting “Leveraging Metrics to Take Southwest Airlines to a Higher Plane - A Case Study” and “The Enterprise Service Desk - The Greatest Opportunity in a Generation!” In the Putting Metrics To Work track, he will discuss how Southwest Airlines leveraged metrics to close performance gaps and achieve world-class performance. And in the Service Desk Masters Track, Mr. Rumburg will present a leadership model for IT to expand the reach of service management to non-IT enterprise services such as HR, facilities, and regulatory compliance.

ITSM is now a relatively mature discipline that can provide a roadmap for other, non-IT services.

Jeffrey Rumburg, Managing Partner

“Much of what is known about IT Service Management has been gained incrementally, through years of trial-and-error. But ITSM is now a relatively mature discipline that can provide a roadmap for other, non-IT services,” said Jeff Rumburg. “In the Service Desk Masters track, I will discuss how these enterprise services, in turn, have an opportunity to bypass decades of trial-and-error evolution by building upon the experience and proven success factors of IT Service Management.”

Those interested in hearing Mr. Rumburg present the Southwest Airlines case study should attend Session 302 on Wednesday, April 11, 2018 at 3:00 p.m. and those interested in hearing Mr. Rumburg speak on The Enterprise Service Desk should attend Session 604 on Thursday, April 12, 2018, at 4:00 p.m. All IT service and support professionals are encouraged to attend. This includes C-level executives, IT directors, Service Desk and Desktop Support Managers, analysts and technicians as well as any other professional in IT who is interested in expanding their understanding of industry best practices.

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 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 managing client engagements. 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.

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 more than 3,700 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 serve 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 HDI is organized by UBM Americas, a part of UBM plc (UBM.L), an Events First marketing and communications services business. For more information, visit

Source: MetricNet, LLC