MetricNet Delivers Emory Healthcare Case Study at Inaugural Service Management World Conference

MetricNet Logo

Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented Session 305, ‘Building a Center of Excellence: The Emory Healthcare Success Journey!,’ at the Inaugural Service Management World Conference in Orlando, Florida. In this session, Mr. Rumburg presented a compelling case study that illustrated how Emory Healthcare broke the cycle of reactivity, matured its metrics and ITIL processes, and transformed its IT support organization into a Center of Excellence.

“Today, Emory Healthcare has one of the top-performing support organizations in the healthcare industry. However, in 2016, Emory Healthcare's support organization faced a host of serious challenges,” said Jeff Rumburg. “The company was growing rapidly through acquisition; the support organization was fragmented, scattered across multiple departments; metrics were immature, ITIL processes nonexistent, and there was little accountability in the organization.”

Those interested in this presentation can find a copy of the slide deck on MetricNet’s website. Mr. Rumburg also presented a 2-day pre-conference workshop, ‘Succeeding With Metrics! Leveraging KPIs For Continuous Service Improvement,’ on Oct. 14-15, 2018.

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 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 http://www.metricnet.com 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 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 www.ThinkHDI.com. 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 ubmamericas.com.

Source: MetricNet, LLC


Categories: Information Technology, IT Management

Tags: HDI, IT Service and Support, ITIL, ITSM, Service Management World, SMWorld, Technical Support, UBM


About MetricNet, LLC

View Website or Media Room

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