MetricNet Delivers Presentation on Service Desk Metrics at the 2018 SDI Conference

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​Jeff Rumburg, co-founder and managing partner of MetricNet, and Bruce Duncan, senior manager of customer services at Deloitte UK, presented "From Good to Great! How Deloitte UK Leveraged Metrics for Continuous Improvement in Their Service Desk!" at the Annual Service Desk Institute (SDI) Conference in Birmingham, U.K.

In this presentation, Mr. Rumburg and Mr. Duncan presented a compelling case study that examined how the Deloitte UK service desk leveraged metrics to close performance gaps and dramatically improve performance to become a center of excellence. It illustrated, in detail, how Deloitte UK established performance targets, implemented a scorecard, began working toward an enterprise service desk and drove accountability to go from Good to Great in less than 18 months!

Today, Deloitte UK has one of the best performing service desks in the industry, and they now qualify as a center of excellence within Deloitte.

Jeffrey Rumburg, Managing Partner

“In 2016, a benchmark of the Deloitte UK service desk revealed a number of performance issues. At the root of many of these challenges was a weak metrics discipline,” said Jeff Rumburg, managing partner at MetricNet. “By maturing their metrics, Deloitte UK has dramatically improved service levels, first contact resolution rate and customer satisfaction. Today, Deloitte UK has one of the best performing service desks in the industry, and they now qualify as a center of excellence within Deloitte.”

The 2018 SDI conference brought together nearly 1,000 IT service and support professionals from over 20 countries and a multitude of industries. This year marked the 31st annual conference held by SDI.

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 well-known companies as American Express, Hewlett- Packard, General Motors and IBM.

For more information about benchmarking a company's 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 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