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Session 205: Radical Success: Managing Service and Support as a Business

Jeff Rumburg (Managing Partner, MetricNet, LLC)

Location: Panzacola H3/4

Date: Wednesday, April 10

Time: 11:30am - 12:30pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Service Excellence, Service Optimization

Format: Session

Vault Recording: TBD

Audience Level: Intermediate/Advanced

Most service and support professionals are familiar with the operational metrics of the industry. KPIs such as cost per ticket, first contact resolution rate, and customer satisfaction are well understood and almost universally applied. Yet even service and support centers that have mastered these metrics and achieved a degree operational success often struggle to gain visibility and credibility within their own enterprises. The all-to-common result is that service and support centers operate at a subsistence level.

The business world offers a potential solution to this dilemma. When a business isn't performing well, investments dry up because there's no reasonable expectation of earning a profit. By contrast, businesses that are profitable receive adequate funding because they can attract investment capital seeking a positive return. So, what would happen if IT support operated more like a business, and could attract funding and other resources based upon their profitability? In this session, attendees will learn about:

  • Key business metrics and industry benchmarking for service and support
  • Calculating the ROI of service and support
  • Demonstrating the economic value of service and support
  • Cultivating a business culture in service and support

Presentation File

Session205.pdf