Radical success – Managing service and support as a business!Day 2
- Jeffrey RumburgManaging Partner, MetricNet, LLC
Jeff Rumburg, Ron Muns Lifetime Achievement Award winner, was named one of HDI’s Top 25 Thought Leaders and has served on HDI’s strategic advisory board. As a leading expert in IT Service and Support, Mr. Rumburg has been retained by such iconic companies as USAA, American Express, Intel and Coca-Cola.
Many support organisations struggle to gain visibility and credibility within their own enterprise. The all-too-common result is that the service centre operates at a subsistence level, and lacks the necessary resources to deliver effective levels of support. The business world offers a potential solution to this dilemma. By adopting a profit center mindset, and operating as a true business, support centers that measure their internal profitability can obtain funding and other resources to deliver world-class results!
Key take aways:
- Learn the business metrics that can be used to quantify and communicate the profitability of service and support.
- Review case studies from two FORTUNE 100 companies that effectively manage service and support as a business.
- Leave with practical tips to effectively communicate your ROI to key stakeholders, particularly to IT management!