Service Desk Outsourcing in 2023: Megatrends and Best Practices

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Presented by

Jeff Rumburg, Managing Partner at MetricNet

About this talk

Are you frustrated with your service desk outsourcing arrangements? Do you feel like your vendor is consistently out of compliance with the terms of the contract? If so, you're not alone. In fact, win-win outcomes are achieved in fewer than 5% of IT outsourcing relationships, with most falling into the lose-lose category where both the client and vendor are disappointed or deeply frustrated. In this new webcast, Jeff Rumburg, a 30-year veteran of the IT industry, will share insights on the common challenges and pitfalls faced by both clients and vendors, as well as best practices for success. During this webinar, you’ll learn: • How to identify and address the root causes of dysfunction in outsourcing relationships • Best practices for aligning vendor and client goals and objectives • How to effectively govern vendor contracts to ensure compliance and successful outcomes • Strategies for improving communication and collaboration between clients and vendors • Techniques for analyzing vendor reports and using metrics to drive continuous improvement • And much more! Don't miss this opportunity to gain valuable insights and take your service desk outsourcing to the next level in 2023. Register now!
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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.