Florham Park, New Jersey
BMC Numara TrackIT
IT Service Management
Roles and Workflows
"We were able to get a great return on our investment and we were able to successfully improve the perception of the Solutions Center, which was our ultimate goal."
~Shvonne Craig, Director of IT Services
From Zero to Hero: A New IT Service Management Solution Shifts Perception of IT
MediFit Corporate Services is a fitness and wellness management and consulting company. They design and manage corporate, community and residential fitness centers throughout the United States, Canada and Puerto Rico. MediFit also offers a variety of flexible health promotions and wellness solutions to promote the health and wellness of their clients, members and employees.
Shvonne Craig, Director of IT Services for MediFit Corporate Services, sat in a Society for Information Management presentation where Robyn Winters, a communication expert and author, introduced the concept of “BrainBranding” and how it can be molded for IT professionals in their careers and within their organizations. BrainBranding is the idea behind how the brain influences decisions and how using it’s science can help develop a sharper brand focus and more meaningful relationships with customers. After the presentation, Craig realized that an IT team was indeed a “brand” that had customers, and when you don’t shape your brand, it’s shaped for you, and not always in a positive way.
Craig took what she learned back to MediFit and polled the organization to find out how people really felt about the IT service that was being provided. What she discovered was that her team was in no way seen as a “solutions” center. Employees throughout the organization felt that the Solutions Center wasn’t responding to them in a timely manner and that they weren’t relating to them, almost as if the IT team was speaking a different language. “People just didn’t understand what we were there for, they didn’t really understand the value that the solution center provided. People wanted to avoid us, unless they absolutely needed us,” says Craig. The Solutions Center team was putting so much work into the support they were providing that they were just plowing through tickets, dropping the ball and failing to follow up with their customers.
“Our old ITSM solution was just not working for our needs any more. It didn’t help us provide that strategic level of service that we needed,” Craig said. “We had to spend a lot of time using other tools to piece together a solution that would work. It often failed to give us full insight as to what was going on, so we couldn’t effectively manage anything. All the while business didn’t stop and more requests were coming in.”
After several months of research, MediFit narrowed down their solution options to the top three tools that would potentially meet their needs. The entire team then reviewed the solutions from a usability standpoint. Craig said, “We just wanted to have the latest and greatest at all times. We didn’t want to worry about support, software or maintenance. We just wanted to use it.”
The MediFit Solutions Center team collaborated and tested each of the options based on their must-have criteria:
- Asset management to limit the need for team members to have to manually sync every time they needed to confirm the status of assets.
- Ability to manage contracts and licenses.
- A knowledge base where the entire organization could go in and look for their own solutions without having to wait for the Solutions Center team to provide answers.
- Something that was scalable so if the organization was to grow 10% or 80% in 1 year or 5 years, the tool could handle the increase.
- The ability to easily integrate into the tools that they currently use with a single sign-on (SSO) solution.
The team selected Samanage. Not only did Samanage meet their must-have needs upfront, once the team participated in demonstrations and actually started using the solution they realized that they could check off some of their “nice-to-haves” as well, which included service management, and cross-functional use. Ultimately, Craig and her team felt Samanage best met the needs and the wants of MediFit.
Once MediFit began using Samanage, they were able to go from a help desk to an organization-wide service desk, creating a unified service management offering that reached beyond IT to other business units with very little training. They were able to create roles and workflows within Samanage so each team member could manage and respond to their direct tickets.
Greater automation and comprehensive features with Samanage streamlined workflow and increased efficiency. With the new ITSM solution in place, the IT team was able to cut new employee computer setup time by more than 50 percent. The IT group continues to use Samanage to track user experience on an ongoing basis to help it keep its reputation on track. After a major implementation Craig and her team reached out to the organization to get feedback, “On a scale of 1-10, how likely are you to recommend the solution center for help or assistance?” Over 90 percent of the replies to the Solutions Center chose a 9 or 10.
With multiple departments utilizing Samanage, the Solutions Center no longer needed to tell an employee that they sent their ticket to the wrong place. MediFit saw cross functional benefits throughout the organization.
- The payroll department being able to get rid of their shared e-mail box, which was cumbersome for them to manage.
- End users now had a self service portal with the same interface, no matter what department they were looking for information on.
- The SSO integration tied in nicely with their established Google Apps, providing employees with only one login to remember and the capability to add documents to incidents and problems.
“We were able to get a great return on our investment and we were able to successfully improve the perception of the Solutions Center, which was our ultimate goal,” said Craig.
The MediFit Solutions Center reduced operational and maintenance costs by more than 65 percent (including software license and maintenance, hardware costs, hardware maintenance costs, and HR costs). “Samanage was that supporting character that moved us from zero to hero. MediFit used Samanage to create the perception that they wanted to be people’s reality,” said Craig.