Are Your IT Service and Support Performance Targets On Target?

with Jeff Rumburg
Tuesday, Feb 15, 2022

Despite all the data that service and support leaders have at their fingertips, many fail to establish realistic performance targets. In fact, while setting performance targets for managing and measuring service desk performance is crucial, fewer than 50% of all service and support organization have assigned performance targets for their KPIs! 

The most effective way to establish performance targets is through industry benchmarks. In this session, Jeff Rumburg will use benchmarks for four KPIs – first contact resolution rate, cost per contact, customer satisfaction, and service level – and a case study to illustrate how service and support leaders can establish realistic, transformative performance targets.

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About Our Speaker(s)

Jeff Rumburg
Managing Partner
Jeff Rumburg is the cofounder and managing partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. He has been retained as a service and support expert by more than half of the Fortune 500, including American Express, Intel, Coca-Cola, Emory Healthcare, GM, IBM, and USAA. Equally broad is his industry experience, which includes benchmarking IT service and support in every major industry. Jeff is the author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and he's published more than 100 white papers on service and support best practices. In 2014, he was awarded the HDI Lifetime Achievement Award for his contributions to the service and support industry.