Challenge
As Rodan + Fields entered a phase of rapid company growth, its IT team was facing ongoing challenges.
Given such rapid scaling, they lacked the infrastructure and approach to effectively support the growing business.聽Regularly dealing with problems and sometimes facing revenue-impacting website issues, the IT team was beginning to burn out from the daily 鈥渇irefighting鈥漚nd the IT leadership team knew they needed a better approach.聽
To meet increasing business demands and to improve as a group, they needed a proactive and process-oriented methodology for managing and delivering IT services. They sought a tried and true, proven framework of service management best-practices, but they knew they couldn鈥檛 succeed alone.
Solution
R+F turned to an established partner with a record of success. Someone they trusted to understand their unique needs, craft the right plan and collaborate with them each step of the way to bring the plan to fruition.
Enter Learnit.
Together with R+F, we designed and implemented a customized ITIL庐 training program tailored to R+F鈥檚 unique and specific needs.
By delivering the ITIL庐 suite of classes in private sessions to the entire team over the past 2 years, Learnit鈥檚 experienced real-world ITIL庐 instructors were able to understand the company鈥檚 unique challenges and goals and incorporate them into the curriculum design. Because the training content was relevant and discussed first-hand, the team could implement the ITIL庐 approach more quickly and with greater results.
Results
IT services quality is now regularly meeting and many times exceeding customer expectations. The IT leadership team believes their focus on regular and consistent ITIL庐 training has significantly impacted their department operations and culture 鈥 from more service-focused team communication to greater transparency and more ownership of end-to-end service quality.聽Other outcomes include:
- More effective and efficient incident and change management processes
- An improved proactive team approach to problem identification and resolution
- More consistent and measurable customer-focused service delivery聽
With the support of Learnit , the R+F IT leadership team transformed their technology organization from what was a perceived liability into an impactful source of a sustained competitive advantage.
