"MetricNet’s research on Desktop Support was featured in HDI’s most recent issue of Support World Magazine. The article, entitled The Eight Essential KPI’s for World-Class Performance, was based on empirical data from some 250 Desktop Support Benchmarks completed by MetricNet."
Online PR News – 13-October-2010 – – McLean, VA., October, 13, 2010: MetricNet’s research on Desktop Support was featured in HDI’s most recent issue of Support World Magazine. The article, entitled The Eight Essential KPI’s for World-Class Performance, was based on empirical data from some 250 Desktop Support Benchmarks completed by MetricNet.
Jeff Rumburg, Managing Partner of MetricNet, noted that “Given the limited body of research and data that exists for Desktop Support, I was very gratified to have our latest findings published by HDI. As a member of the Strategic Advisory Board for HDI, I am confident that HDI and Support World Magazine will continue to make aggressive inroads into the research and publication of industry best practices in Desktop Support. This will prove to be a great benefit for support professionals worldwide.”
As noted in the article, the eight essential KPI’s for Desktop Support are: Cost per Ticket, Customer Satisfaction, Technician Utilization, First Contact Resolution Rate (incidents), Mean Time to Resolve, % Resolved Level 1 Capable, Technician Satisfaction, and the Balanced Scorecard. In combination, these Key Performance Indicators can be used to track, trend, diagnose, and improve performance in Desktop Support. The full article can be downloaded at the following web address: http://www.metricnet.com/desktopsupport.html.
MetricNet is the global leader in Desktop Support, Service Desk, and Call Center Benchmarking. With more than 1,500 benchmarks completed worldwide, MetricNet has the most comprehensive database of process and performance metrics in the industry. MetricNet benchmarks encompass virtually every industry and government sector, and address all major business areas including IT, customer service, and technical support.
MetricNet’s mission is to provide its clients with the benchmarks they need to run their businesses more effectively. MetricNet is committed to making the benchmarking process quick and easy for its customers. They have pioneered a number of innovative techniques to ensure that their clients receive fast, accurate benchmarks, with a minimum of time and effort.
For more information on MetricNet, go to www.metricnet.com, or contact Jeff Rumburg at 703-992-8160; firstname.lastname@example.org.
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