Jeff Rumburg


Jeff Rumburg

Bio

Jeff Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award, and was named to HDI’s Top 25 Thought Leaders list for 2016. As co-founder and CEO of MetricNet, Jeff has been retained as an IT service and support expert by some of the world’s largest corporations, including American Express, Hewlett Packard, Coca-Cola, and Sony. He was formerly CEO of the Verity Group and Vice President of Gartner. Jeff received his MBA from Harvard University and his MS in Operations Research from Stanford University. Contact Jeff at jeffr@metricnet.com. Follow MetricNet on Twitter @MetricNet.

Recent articles

  • Metric of the Month: Cause-and-Effect for Desktop Support KPIs
  • Metric of the Month: Service Desk Cost per Ticket
  • Metric of the Month: Key Relationships for Service Desk KPIs
  • Metric of the Month: Net Promoter Score
  • Metric of the Month: Customer Satisfaction
  • Metric of the Month: First Contact Resolution Rate
  • The Enterprise Service Desk
  • Metric of the Month: Desktop Support Cost per Ticket
  • Metric of the Month: Percent Resolved Level 1 Capable
  • Turbocharge Your Metrics with Benchmarking!
  • Metric of the Month: First Level Resolution Rate
  • Metric of the Month: Tickets per User per Month
  • Metric of the Month: Incident Mean Time to Resolve
  • Metric of the Month: Agent Job Satisfaction
  • Metric of the Month: Agent Utilization
  • Metric of the Month: Service Desk Balanced Scorecard
  • Metric of the Month: Percent Resolved Level 1 Capable

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