Real-Time Benchmarking for IT Service Desks
Samanage Benchmarking will provide real-time, continuous improvement benchmarking for service organizations of all sizes
Cary, N.C. — January 7, 2015 — MetricNet, LLC, leading provider of benchmarks for IT service and support professionals, and Samanage, leading provider of cloud-based service desk software, announced today a partnership that will deliver 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 performance benchmarks against hundreds of service desks worldwide,” said Jeff Rumburg, managing partner and co-founder, MetricNet. “It automates data collection, performance reporting, diagnosis, and action planning, and charts your journey to world-class performance. The service utilizes the Samanage product together with MetricNet’s Key Performance Indicators to show customers how they are performing compared to peers both inside and outside of their industry,” said Rumburg.
Samanage Benchmarking will provide recommendations for service desk improvement based upon benchmarking results. “Our years of studying the behavior of thousands of service desks across every industry has revealed the critical cause-and-effect relationships between the KPIs,” said Rumburg. “The product will include an intelligent “recommendation engine” that will offer specific actions that will yield improvements in key performance areas,” said Rumburg.
“This first-of-its-kind product is made possible by combining the Samanage cloud-based, multi-tenant solution with the expertise and robust benchmarking data of MetricNet,” said Doron Gordon, CEO, Samanage. “IT service organizations will have the power to measure their performance and develop continuous improvement plans that will move them forward much faster than was possible in the past,” said Gordon.
MetricNet and Samanage both bring unique expertise to the collaboration. Samanage is a fast growth IT service management software provider that is challenging the traditional legacy providers with modern enterprise service desk software that manages service relationships across an organization. Samanage enterprise service desk software is instantly deployed and continuously updated in the cloud, and lets customers quickly drive business value by connecting people with the key business services they use every day.
More than half of the Fortune 500 rely on MetricNet benchmarks to improve and optimize their performance. With a global benchmarking database of more than 3,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry. Jeff Rumburg is the premier expert in the space. He is the recipient of the 2014 Ron Muns Lifetime Achievement Award for his contributions to the service and support industry, and 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.
“The partnership will give customers a completely new way of measuring themselves against their peer industry groups, and redefine how ‘continuous improvement’ is done,” said Gordon. “Starting first with IT, Samanage Benchmarking will become the industry’s first Enterprise Service desk solution powered by a fully integrated continuous improvement engine for the entire organization.”
The Vision for Service Desk Benchmarking
By providing easier and more accessible benchmarking in real-time, it will allow companies of all sizes to benchmark their service desk performance at the same level of sophistication that was once only possible for larger enterprise organizations.
“When productivity is hampered at the service desk level, the entire organization feels the effect,” said Rumburg. “Without the incredible insight provided from benchmarking processes, companies really don’t know how to fix what’s broken, nor build upon what appears to be working.”
Gordon adds that traditional benchmarking models can be very time intensive and haven’t been built for the SaaS world of today. “By the time you bring in specialized consultants and get any useful data out of the process and get to work on improvements, months or even years have passed,” said Gordon. “By that time the needle has moved again, and companies are again behind where they need to be.”
“Samanage Benchmarking is a game changer. It makes benchmarking real-time, and affordable,” said Rumburg. “It will just be part of the way business is done in the future. Samanage customers will be able to constantly evaluate and improve their performance. This gives an entirely new meaning to continuous improvement!”
MetricNet is the global leader in IT service and support benchmarking. More than half of the Fortune 500 rely on MetricNet benchmarks to improve and optimize their performance. With a global benchmarking database of more than 3,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry. Visit www.metricnet.com.
Samanage, the service success company, is the most reviewed and highest rated IT service desk solution. We are redefining employee service experiences by empowering organizations to maximize the potential from their most important asset – their people. Samanage’s cloud-based employee service management platform is smart, easy to use, and inspires companies ranging from startups to global market leaders to simplify complex tasks and automate services across their entire organization. With more than 2,000 customers around the world in a variety of vertical markets, our software can be tailored to meet specific service needs.