This interactive, consultative workshop – facilitated by industry expert Jeff Rumburg – will provide a comprehensive overview of best practices in performance measurement and management for IT Service and Support.

Many of us have heard the sage advice “You can’t manage what you don’t measure.” This is particularly true in IT service and support, where effective performance measurement is not just a necessity, but a prerequisite for a successful center. This workshop addresses this shortcoming, and will provide a comprehensive overview of best practices in IT Service and Support Performance Measurement.

In this workshop, MetricNet’s research, gathered from literally thousands of IT Service and Support benchmarks, will illustrate that the vast majority of IT service and support organizations use metrics to track and trend their performance – but nothing more! Unfortunately, in this mode, an IT service and support organization misses the real value of performance measurement by failing to exploit the diagnostic capabilities of KPIs, and the call-to-action potential of KPIs.

Jeff brings more than twenty-five years of benchmarking and consulting experience in IT Service and Support to the classroom. The goal of the workshop is to share his knowledge and expertise to help students leverage and optimize KPIs to achieve continuous service improvement in their support organizations.

What You Will Learn

  • Track and trend performance over time
  • Benchmark performance vs. industry peers
  • Identify strengths and weaknesses in IT support
  • Diagnose and understand the underlying drivers of performance gaps
  • Prescribe actions to improve performance
  • Establish performance goals for both individuals and the support organization
  • Initiate actions that yield sustainable, measureable performance gains
  • This workshop will include group activities, exercises, tools, and take-aways that can be implemented immediately in your support center.


Who Should Attend?

Any service and support professional who wants to harness and leverage the true potential of metrics for individual, team, and organizational performance.

Course Outline

  • KPIs, Metrics, and Measures – What’s the Difference?

  • Empirical Evidence for Performance Measurement and Management

  • Vision of the Mature Metrics Organization

  • World-Class Performance Defined

  • The Service and Support Metrics Hierarchy

  • The Dilemma with Service and Support KPIs

  • The Most Common Service Desk Metrics

  • The Most Common Desktop Support Metrics

  • Tool Download – KPI Definitions

  • Update Your Personal Action Plan


  • The 80/20 Rule for Service and Support KPIs

  • Industry Averages and Ranges for Service and Support KPIs

  • KPI Statistics – Min, Max, Average, Median, and Quartiles

  • Cost vs. Quality – The Foundation Metrics

  • Introduction to the Balanced Scorecard

  • Tool Download – Balanced Scorecard Template in Excel format

  • Group Exercise (one group) – Populating the Balanced Scorecard

  • The Balanced Scorecard Trend

  • The Balanced Scorecard Benchmark

  • Cause-and-Effect for Service and Support KPIs

  • Empirical Data – Key Cause-and-Effect Relationships

  • Update Your Personal Action Plan

  • Introduction to Benchmarking

  • Reporting vs. Benchmarking

  • Measure, Diagnose, Plan, Act!

  • Group Exercise (multiple groups) – Case Study Using Actual Service Desk Benchmarking Data


  • The Process/Performance Linkage

  • Empirical Process Maturity Data

  • Update Your Personal Action Plan

  • Cost Center vs. Value Center

  • The ROI of Service and Support

  • Tool Download – ROI Calculator in Excel Format

  • Group Exercise (single group) – Populating the ROI Calculator

  • Establishing Performance Goals in Service and Support

  • Driving Accountability Through Metrics

  • Agent/Technician Performance Goals

  • The Agent/Technician Scorecard

  • Pain Points Review

  • Course Review

  • Open Q&A

  • Finalize Your Personal Action Plan


Virtual Classroom

Price: $1,699

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

  • Minimize the impact on your daily schedule by only training two hours a day for three days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.

View the Virtual Classroom FAQs

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Public Classroom

Price: $1,699

Facilitated by a faculty member, this two-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

  • Maintain adequate coverage in your support center by staggering training dates.
  • Focus on learning by being out of the office.
  • Structured discussions facilitate networking and learning from real-world experiences.
  • To learn more about public classroom training, contact an account manager or call 1.800.248.5667.

View the Public Classroom FAQs.

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HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

HDI Corporate Training Program

HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

May 10, 2021 - May 11, 2021
HDI, Virtual Classroom
Succeeding with Metrics On or before Mar 15, 2021 :
Price: $1,399.00

After Mar 15, 2021 :
Price: $1,499.00
More Info Add to Cart

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.

HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description