Session 701: TECHTalk with Rae Ann and Rumburg

Friday, April 13 at 9:00 AM

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Need a definitive answer for how many techs you should have in desktop support? Are you searching for ways to stop last-minute requests, project tasks, and unnecessary escalations? Join us for the first-ever, exclusive TECHTalk session where industry giants Rae Ann Bruno and Jeff Rumburg will answer your burning questions. Walk away with a proven methodology for determining desktop support headcount as well as methods for identifying "shifting left" and getting out of the reactive grind to become more proactive and efficient.

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.

Rae Ann Bruno

Business Solutions Training, Inc

Rae Ann Bruno is the president of Business Solutions Training, Inc., where she consults and trains in various areas of ITIL, KCS, communications, internal marketing, metrics, and process improvement. Rae Ann holds several ITIL certifications, is a faculty trainer for HDI, and is the author of Translating IT Metrics into Business Benefits and What Have You Done for Me Lately? Creating an Internal Marketing Culture. She is also a member of the HDI International Standards Committee.