Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented the Sunday morning keynote, ‘The Future of Service and Support – A Brave New World!’, at the 2nd Annual Service Excellence Conference for IT Service Leaders in Dubai.
In the presentation, Mr. Rumburg used benchmarking data from the industry’s foremost support organisations to present a vision of the service organisation of the future. He shared a variety of actionable insights, including the impact AI is having on ITSM, real-world examples of workable ITIL hacks, and how shift left is evolving to include a proactive seek-and-destroy capability.
“My goal for this keynote was to paint an uplifting, optimistic picture of service and support – one that is representative of unlimited opportunity,” said Jeff Rumburg. “I believe, for those that work in service and support, it is a brave new world in the most positive sense. There’s a convergence of people, process and technology today that represents an enormous opportunity for service and support professionals to bring their leadership to this industry and dramatically accelerate their careers.”
SDI’s Service Excellence Conference brought together hundreds of IT professionals from across the Middle East to network, listen and learn from industry leaders on the future of IT service, IT service management, digital transformation, continual improvement, ITIL4, and customer service excellence. Those interested in this presentation can find a copy of the slide deck on MetricNet’s website.
Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award and was named one of the Top 25 Thought Leaders in Technical Support and Service Management for the last three consecutive years. 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 iconic companies as American Express, USAA, Coca Cola, and Emory Healthcare.