MCLEAN, Va., Nov. 7, 2016 /PRNewswire/ -- Jeff Rumburg, co-founder and Managing Partner of MetricNet, presented Session 704, 'The CSI Imperative – How Successful Support Organizations Institutionalize Continual Service Improvement', at the Annual FUSION Conference in Las Vegas, NV. FUSION 16 took place November 1-4 at the MGM Grand in Las Vegas and provided 1,600 attendees with more than 100 training sessions, extraordinary keynote speakers, a jam-packed expo hall, and nonstop networking opportunities.
In this presentation, Mr. Rumburg, who has been retained as an IT service and support expert by some of the world's largest corporations, presented case studies of support organizations that have successfully built a culture and discipline of continual service improvement.
"The advent of Chief Service Officers and Chief Improvement Officers offer telling clues about why some support organizations succeed at institutionalizing continual service improvement while most others fail," said Rumburg. "For these pioneering companies, CSI is not a mere slogan, project or program, but rather a core discipline that is carefully developed, nurtured, and managed over time."
Those interested in this presentation can find a copy of the slide deck on MetricNet's website. Mr. Rumburg also presented Session 309, 'C-Level Success and the Secret Weapon of Service and Support', on Wednesday, November 2, 2016.
Mr. Rumburg is the 2014 winner of the prestigious Ron Muns Lifetime Achievement Award for service and support, and has been retained as a service desk and desktop support expert by some of the world's largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM.
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 more than 3,700 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 US. 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.
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 www.ThinkHDI.com.
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 www.servicemanagementfusion.com.
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SOURCE MetricNet, LLC