Rodan + Fields

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. Regularly dealing with problems and sometimes facing revenue-impacting website issues, the IT team was beginning to burn out from the daily “firefighting”and the IT leadership team knew they needed a better approach. 

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’t 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® training program tailored to R+F’s unique and specific needs.

By delivering the ITIL® suite of classes in private sessions to the entire team over the past 2 years, Learnit’s experienced real-world ITIL® instructors were able to understand the company’s 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® 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® training has significantly impacted their department operations and culture – from more service-focused team communication to greater transparency and more ownership of end-to-end service quality. 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 

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.