This morning, we introduced some big news that will change the way organizations benchmark their service desk performance. For some organizations, it may even change if they benchmark their service desk performance. And we’re pretty excited about it.
We have partnered with MetricNet, LLC, the leading provider of benchmarks for IT service and support professionals, to provide the first of its kind, SaaS-based real-time benchmarking solution that fully integrates with the Samanage Enterprise Service Desk. Samanage Benchmarking will provide real-time, continuous improvement benchmarking for service organizations of all sizes.
To be able to provide a service such as this, it takes two critical pieces. A powerful, multi-tenant, cloud-based service desk software platform. That’s us.
It also requires decades of benchmarking data and exceptional expertise in the area of benchmarking.
Enter Jeff Rumburg, managing partner and co-founder of MetricNet.
To say Jeff Rumburg knows a thing or two about benchmarking is to say too little. He is the premier expert in the benchmarking space, and the recipient of the 2014 Ron Muns Lifetime Achievement Award for his contributions to the service and support industry. Jeff has served as a service desk and desktop support expert to some of the world’s largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM.
And now he is here with us to help bring Samanage customers the service desk benchmarking solution that will change the game.
Jeff, tell us about MetricNet.
JR: MetricNet is is the leading source of benchmarks, scorecards, and performance metrics for information technology and call center professionals worldwide. Over the years we have compiled a global database of more than 3,000 benchmarks. It is the most complete, most robust database of IT service, support and call center metrics in the industry. Our mission has always been to provide benchmark services that really matter to help customers run their business more effectively. And while we provide services to some of the world’s largest corporations, we also believe that benchmarking should be something all companies who have the desire to measure and improve performance have the ability to do.
Why does service desk benchmarking matter?
JR: Regardless of the industry or organization size, you have to deliver quality, efficient and effective service to be successful. And If the service desk is suffering, that will ripple through the rest of the business. But you just can’t know how successful you really are, or could be, without objective and comprehensive benchmarking among peer organizations in your industry.The service desk benchmarking solution that will change the game. Click To Tweet
What is the vision for the Samanage – MetricNet partnership?
Most companies know they need to improve their service performance, but they don’t know where to start. Decisions are made mostly on gut feeling or unvalidated assumptions, instead of using objective, actionable data. Samanage Benchmarking will take the guesswork out of all of this by automating the process with real live data in real time. The result is a faster, more economical benchmarking solution that allows organizations of all sizes to reap the rewards. Starting first with IT, Samanage will become the industry’s first Enterprise Service Desk solution powered by a fully integrated continuous improvement engine for the entire organization.
In your thirty years of experience, what makes Samanage Benchmarking unique?
JR: Organizations have been hindered in the past by lack of data, lack of time, and lack of organizational resources to conduct benchmarking. Samanage Benchmarking will be unlike any other benchmarking service in that it automates the data collection, performance reporting, diagnosis and action plan on the way to world-class service performance. All of it will done in real-time giving new meaning to the concept of “continuous improvement.”
What are some of the key benefits you’ve seen as a result of service desk benchmarking?
JR: The benefits are numerous. By empowering customers to automatically measure their service performance and compare it against industry peers, they are able to continuously identify opportunities for improvement. These include everything from more staff education and training to cost-savings opportunities and better investments in technology and infrastructure. The key is being able to identify these areas for improvement fast. Samanage Benchmarking will deliver this capability and make it more accessible – and more affordable- than ever before.
Over the coming weeks, we will be sharing more news around this partnership, the Samanage Benchmarking solution, and more what this means to our customers and service desks everywhere.Jeff Rumburg on Service Desk Performance Benchmarking Click To Tweet