The Role of IT Leadership in Service and Support

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Jeff Rumburg
Managing Partner
MetricNet, LLC

As the gateway to IT for most end users, service and support is the biggest driver of customer satisfaction and can generate a tremendous return on investment. IT leaders and managers who ignore these facts do so at their own peril, for the simple truth is this: the success and longevity of an IT management team are directly tied to the success of service and support. In this presentation, Jeff Rumburg will use benchmarking data and case studies to demonstrate the untapped value of all service and support organizations.

Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. 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 well known companies as American Express, Hewlett-Packard, General Motors, IBM, and Sony.

Mr. Rumburg was honored in 2014 by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on business and product development for IT benchmarking.

Mr. Rumburg’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

When: 

Thursday, February 11th, 2016

5:00PM – 7:00PM

Location: 

Department of General Services
707 3rd St
West Sacramento, CA 95605

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NWN Site Tour

Please join us on Wednesday, January 20th for a NWN site tour! This FREE tour will showcase NWN’s staging and integration facility.  There will also be a presentation on Windows 10 and managed print services overview!  Get your questions ready, you won’t want to miss this!

When: 

Wednesday, January 20th, 2016
5:00PM – 7:00PM

Year End Holiday Celebration and Awards Banquet!

Come and See Who Won Analyst of the Year and
Desktop Support Technician of the Year!
And
Join us for our FREE
Year End Holiday Celebration and Awards Banquet!

Please join us on Thursday, December 3rd for our Year End Holiday Celebration and Awards Banquet. We will be celebrating another successful year for HDI Sacramento. Not to mention, and most importantly, we will be honoring the elite IT Service and Support candidates and crowning the winners for Analyst of the Year and Desktop Support Technician of the Year!  This is an event you will not want to miss! Did we mention this event is FREE! Plus many great raffles!

When: 

Thursday, December 3rd, 2015

5:00PM – 8:00PM

Location: 

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