Invitation To A Private Metrics Workshop

Hosted by Jeff Rumburg,  SDI19DXB Keynote Speaker - President & CEO of MetricNet

Monday 21 October, 9am - 1pm


Rixos Hotel, The Walk
Jumeirah Beach Residence
PO Box 643660
United Arab Emirates

We are delighted to announce that SDI19DXB keynote speaker, Jeff Rumburg from MetricNet, will be hosting an intimate and private deep-dive Metrics Workshop the day after the main conference from 9am - 1pm on Monday 21 October. 

This award-winning workshop is designed to create a common understanding of the metrics that really matter in IT service and support. Seats at this workshop are limited and on a first-come, first-served basis for a maximum of just 30 delegates. Lunch with Jeff will be included.

To reserve your seat, book your main conference ticket HERE and select to attend the optional workshop.


MetricNet’s award-winning metrics workshop will cover:

The Fundamental Role of Metrics in IT Service and Support

  • Empirical Observations from Our Global Benchmarking Database
  • World-Class IT Service and Support Defined
  • Process Drives Performance!
  • METRICS: An Even More Fundamental Building Block!
  • The Evidence for Metrics as a Foundation Block
  • Characteristics of an Optimized IT Service and Support Organization
  • KPIs, Metrics, and Measures – What’s the Difference?

The IT Service and Support Metrics Hierarchy

Tool Download – eBooks of KPI Definitions

The 80/20 Rule for IT Service and Support KPIs

Cost vs. Quality – The Foundation Metrics

Introduction to the Balanced Scorecard

Important IT Service and Support KPI Correlations

The Synergy of Process and Performance

SDI's Global Best Practice Standard

  • Nine-Concepts for IT Service and Support Best Practices
  • Process Drives Performance
  • Best Practices Evaluation Criteria
    - Leadership – 10 Criteria 
    - Policy & Strategy – 9 Criteria 
    - People Management – 12 Criteria 
    - Resources – 15 Criteria 
    - Process & Procedures – 23 Criteria 
    - Managing Employee Satisfaction – 9 Criteria
    - Managing the Customer Experience – 8 
    - Criteria Management Information & Performance Results – 44 Criteria 
    - Corporate Social Responsibility – 8 Criteria
  • Best Practices Process Assessment Summary
  • Overall Process Assessment Scores
  •  Process Maturity vs. Scorecard Performance

The ROI of IT Service and Support

  • Cost Center vs. Value Center
  • IT Service and Support as a Business Enterprise
  • Sources of Value: IT Service and Support
  • Contact Deflection into Lower Cost Channels
  • ROI Defined
  • ROI: Two Simple Examples

Setting Performance Targets and Driving Accountability

  • Introduction to Benchmarking - Understanding Valid Peer Groups
  • Establishing Performance Goals in IT Service and Support
  • The Agent/Technician Scorecard
    - Monthly Agent Performance Rankings
    - Agent/Technician Performance Goals

Open Q&A