MetricNet Delivers Presentation on META Reps at 2017 FUSION Conference

Jeff Rumburg, co-founder and managing partner of MetricNet, presented Session 104, ‘META Reps, and the Convergence of Level 1 and Desktop Support,’ at the annual FUSION conference in Orlando, Fla. This marks the fourth consecutive year Mr. Rumburg has been selected as a speaker for the annual FUSION Conference & Expo.

In this presentation, Mr. Rumburg shared the business benefits of combining level 1 and desktop support, discussed when it’s appropriate to combine these support groups, provided an approach to identify and develop successful META Reps and highlighted the success factors for merging level 1 and desktop support.

These organizations train and develop a class of 'META Rep' that has a skill set and business acumen far beyond that typically seen in service and support.

Jeffrey Rumburg, Managing Partner

“In recent years, an increasing number of support organizations have merged level 1 and desktop support into a single, homogeneous support entity,” said Rumburg. “These organizations train and develop a class of ‘META Rep’ that has a skill set and business acumen far beyond that typically seen in service and support.”

Those interested in this presentation can find a copy of the slide deck on MetricNet’s website. Mr. Rumburg will also be presenting Session 501, "The ROI of ITSM: Know Your Financial Impact," on Thursday, Nov. 2, 2017 at FUSION.

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 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 email 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 itSMF USA

The itSMF USA, a chapter of itSMF International, is the independent professional organization and forum for IT Service Management professionals in the U.S. A not-for-profit organization, itSMF is a prominent player in the on-going development of IT Service management professionals and the promotion of IT Service Management (ITSM) best practices, standards and qualifications in the United States. This network of industry professionals, white papers, webinars, podcasts, conferences and other resources creates an opportunity for you and your organization to connect, learn and grow. Come be part of the IT service management profession.

Visit the itSMF USA website

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


Jointly hosted by industry leaders HDI and itSMF USA, the annual FUSION Conference & Expo unites IT service management’s best speakers, solution providers and networking opportunities for an unparalleled educational experience. Each year, industry professionals, experts and vendors attend to discover the best and newest technologies, ideas, systems and methodologies. Looking for ways to improve their IT services, attendees gain valuable business contacts and tangible tools to immediately effect change within their organizations. Learn more at

Source: MetricNet, LLC