Session 105: What's Your Value Proposition?: An ROI Workshop

Tuesday, November 12 at 10:00 AM

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Return on investment (ROI) is one of the most common and important measures of financial performance in the business world, yet fewer than 10% of all technical support organizations utilize this critical metric. The result is that many IT service and support organizations are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of support. In recent years, a handful of pioneering organizations have adopted a different strategy when it comes to support, a strategy that emphasizes value over cost, and they routinely deliver benefits far in excess of those costs.

Support groups that understand and quantify their ROI gain a number of important advantages; chief among them is the ability to obtain funding and other resources based upon the economic benefits of the support they deliver. In this interactive session, Jeff Rumburg will share one organization's story for developing its value proposition by putting ROI at the center, and he'll work with participants to develop a better understanding of their own organizations' ROI.

Jeff Rumburg

Managing Partner
MetricNet, LLC

Jeff Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award. As cofounder and CEO of MetricNet, Jeff has been retained as an IT service and support expert by some of the world's largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM. He was formerly CEO of the Verity Group, where he syndicated the industry's first service desk benchmark. Jeff received his MBA from Harvard University. He has also authored A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement and taught graduate-level engineering and business courses.