The High Performance Support Organization - Benchmarking Data from the Industry

Presented by

Jeff Rumburg, Managing Partner at MetricNet

About this talk

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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MetricNet is the global leader in IT Service and Support and Contact Center 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. Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management for 2016, 2017 and 2018, 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 iconic companies as American Express, Intel, Coca Cola, and Emory Healthcare.