Jeff Rumburg, Managing Partner of MetricNet, has been selected as a speaker for SITS 20 – The Service Desk & IT Support Show. SITS is a leading European event for IT Service Management and Support professionals taking place on from 13 to 14 May, 2020 at ExCeL London.
Rumburg will be presenting "Radical Success – Managing Service and Support as a Business!”. In this presentation, he offers an approach for managing IT service and support as a true profit-making enterprise. Additionally, he proposes a handful of business metrics that can be used to quantify and communicate the ROI of service and support. Finally, he discusses the need to adopt a paradigm shift - from cost center to profit center - for any service and support organization that aspires to realize the benefits of operating as a business.
“Many support centers struggle to gain visibility and credibility within their own enterprise. The all-too-common result is that the support center operates at a subsistence level and lacks the necessary resources to deliver effective levels of support,” said Rumburg. “By adopting a profit centre mindset and operating as a true business, support centers that measure their internal profitability can quantify their ROI and obtain the funding and other resources necessary to deliver world-class levels of support.”
Those interested in hearing Rumburg speak on Managing Service and Support as a Business should reserve a seat in advance. The presentation will take place in Theatre 2 at 10:00 a.m. on the 14th of May.
Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service for four consecutive years, 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 an expert in benchmarking and re-engineering, Rumburg authored a best-selling book on benchmarking and has been retained as a benchmarking expert by such iconic companies as American Express, Intel, Coca Cola, and Emory Healthcare.