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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Pre-7: Succeeding with Metrics

Jeff Rumburg  (Managing Partner, MetricNet, LLC)

Location: Vista Ballroom 203

Date: Tuesday, May 17

Time: 8:30 am - 3:30 pm

Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only - Get your pass now!

Session Type: Pre-Conference Training

Vault Recording: TBD

Audience Level: Intermediate

Many of us have heard the sage advice “You can’t manage what you don’t measure.” This is particularly true in IT service and support, where effective performance measurement is a prerequisite for a successful center. This workshop addresses this shortcoming by providing a comprehensive overview of metrics and best practices in performance measurement. If you're a technical support professional who wants to harness the true power of metrics for individual, team, and organizational performance, this workshop is for you!


Participants will learn about:

  • Tracking and trending performance over time
  • Benchmarking performance against industry peers
  • Identifying strengths and weaknesses in IT support
  • Diagnosing and understanding the underlying drivers of performance gaps
  • Prescribing actions to improve performance
  • Establishing performance goals for both individuals and the support organization
  • Initiating actions that yield sustainable, measurable performance gains