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    • Desktop Support: Improving the Face of IT Desktop Support: Improving the Face of IT Cay Robertson Recorded: Oct 20 2015 2:55 pm UTC 73 mins
    • Desktop support is often called "the face of IT," and like any other business unit, desktop support needs to be as efficient and as effective as possible. Analyzing and improving the processes behind desktop support can help your organization optimize your results and increase customer satisfaction. In this members-only webinar, Cay Robertson will discuss some of the ways to accomplish process improvements, highlighting some year-over-year changes and trends from the HDI 2015 Desktop Support Practices & Salary Report.

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    • Optimizing the Tradeoff: Cost vs. Quality in IT Service and Support Optimizing the Tradeoff: Cost vs. Quality in IT Service and Support Jeff Rumburg, Managing Partner at MetricNet Recorded: Jul 19 2016 6:00 pm UTC 64 mins
    • Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality too high (yes, that’s possible!), then you drive your costs through the roof. Understanding the cost/quality tradeoff is the most critical step toward optimizing your support model.

      Using data from more than 300 benchmarks worldwide, Jeff Rumburg will illustrate how top-performing service and support organizations strike an appropriate balance between the cost of service delivery and the quality of support provided. He’ll share simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve, determine if higher (or lower) quality is justified, reduce costs without sacrificing quality, and improve quality without increasing costs.

      Finally, he’ll share an interactive scorecard that organizations can use to determine whether service and support has been optimized, and, if it hasn’t, to identify the tangible steps needed to achieve an optimized support model.

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    • The Zen of Support! The Zen of Support! Jeff Rumburg, Managing Partner at MetricNet Upcoming: Nov 8 2016 7:00 pm UTC 60 mins
    • The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.

      In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.

      Attendees of this webcast will learn:

      •Three Sources of Leverage in a Strategic Support Organization

      •Two Metrics to Measure Your Progress Towards Strategic Significance

      •Key Success Factors for Achieving Strategic Enlightenment

      •Benchmarking Results from Strategic Support Organizations

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    • Service and Support as a Business Service and Support as a Business Jeff Rumburg, Managing Partner at MetricNet Recorded: Mar 15 2016 6:00 pm UTC 64 mins
    • Most IT professionals are familiar with the operational metrics of service and support. KPIs such as cost per ticket, first contact resolution rate, and mean time to resolve are well understood and almost universally applied. Yet even support organizations that have mastered these metrics and achieved a degree of operational success often struggle to gain visibility and credibility within their own enterprise. The all-too-common result is that service and support operates at a subsistence level, and lacks the necessary resources to deliver effective levels of support.

      The business world offers a potential solution to this dilemma. When a business is not performing well, investments in the business dry up because there is no reasonable expectation of earning a profit. By contrast, businesses that are profitable receive adequate funding because they are able to attract investment capital seeking a positive return. So what would happen if IT service and support organizations began operating more like businesses, and were able to attract funding and other resources based upon their profitability?

      In this presentation Jeff Rumburg, Managing Partner at MetricNet, reveals an approach for managing IT service and support as a business. Additionally, he proposes a handful of business metrics that can be used to quantify and communicate the profitability of service and support. Finally, he discusses the need to adopt a paradigm shift for any service and support organization that aspires to realize the benefits of operating as a true business.

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    • The High Performance Support Organization - Benchmarking Data from the Industry The High Performance Support Organization - Benchmarking Data from the Industry Jeff Rumburg, Managing Partner at MetricNet Recorded: Dec 8 2015 7:00 pm UTC 64 mins
    • The High Performance Support Organization - Benchmarking Data from the Industry's Top Performers

      Benchmarking is a well-established tool for measuring and managing service and support performance. Effective benchmarking allows an organization to quantify the performance of its support desk, compare to others in the industry, identify performance gaps, and define the actions necessary to close the gaps.

      The power of benchmarking is that it enables a support organization to save enormous amounts of time and energy by building upon the know-how of the industry’s world-class performers. Support desks that focus exclusively on their internal operations tend to make progress incrementally, through trial-and-error, at an evolutionary pace. But benchmarking forces an organization to look externally – at the best-in-class. By studying the best-in-class, and selectively adopting practices from the best-of-the-best, service desks that utilize benchmarking are able to improve their performance at a revolutionary pace.

      In this webcast, Jeff Rumburg, Managing Partner at MetricNet, will share benchmarking data synthesized from literally hundreds of IT service and support benchmarks. He will highlight and pinpoint the characteristics that are common to the industry’s most successful support organizations. You will learn how these world-class competitors achieved industry leadership in days or weeks, not months or years, and how they sustain their competitive advantage to remain at the top of the industry.

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    • From Desktop Support to Technology Partner From Desktop Support to Technology Partner Roy Atkinson, Cay Robertson, Mike Hanson Recorded: Nov 19 2013 4:35 pm UTC 60 mins
    • The twenty-five industry experts and seasoned practitioners who sit on the HDI Desktop Support Advisory Board leverage their diverse experiences to provide critical insight into the trends and needs of the desktop support community. As part of a project the DSAB is calling “The Desktop Support Road Map,” the board members have been working to understand where the desktop support community is going, what skills practitioners should be developing, and what value they can bring to their organizations and institutions in the near future.

      In this webcast, Cay Robertson, Mike Hanson, and Roy Atkinson will discuss key topics relating to the future of desktop support, including the DSAB’s strategic view of desktop support, the transformation of desktop support, and the skills and training that transformation will require.

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    • The Zen of Support! The Zen of Support! Jeff Rumburg, Managing Partner at MetricNet Recorded: Oct 14 2015 6:00 pm UTC 61 mins
    • The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.

      In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.

      Attendees of this webcast will learn:

      •Three Sources of Leverage in a Strategic Support Organization

      •Two Metrics to Measure Your Progress Towards Strategic Significance

      •Key Success Factors for Achieving Strategic Enlightenment

      •Benchmarking Results from Strategic Support Organizations

      Read more >