MCLEAN, Va., Feb. 27, 2017 /PRNewswire/ -- In preparation for the annual HDI Conference in Washington, D.C., HDI recently launched its 2017 Expert Insights eBook. MetricNet is excited to announce that its article "Service and Support as a Business: KPIs That Paint the Big Picture" is featured in the eBook. This first of its kind eBook compiles articles from eight HDI 2017 conference speakers. The objective is to shed light on some of today's biggest challenges in the tech support industry.
"Service and Support as a Business identifies the need to adopt a profit center mindset for any service and support organization that aspires to realize the benefits of operating as a true business." said Jeff Rumburg. "A case study example introduces several business metrics that can be implemented by any support organization. By creating an estimated $8.2 million in economic value, the company in the case study proves that IT service and support can indeed be profitable!"
The HDI 2017 Expert Insights eBook covers a broad range of topics including Gamification, Metrics and KPIs, Automation, Employee Job Satisfaction, Service Portals, Performance Templates and Team vs. Tier Models. Those interested in downloading a complimentary copy can do so on HDI's website.
Mr. Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award, 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 well-known companies as American Express, Hewlett-Packard, General Motors, and IBM.
If you would like more information about benchmarking your service and support functions, please visit http://www.metricnet.com or e-mail MetricNet at info(at)metricnet(dot)com.
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 its 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.
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SOURCE MetricNet, LLC