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 1. Home
 2. Customer Stories
 3. Nutrabolt Achieves Faster, Easier IT Support with Automated & Flexible ITSM
    Platform


NUTRABOLT ACHIEVES FASTER, EASIER IT SUPPORT WITH AUTOMATED & FLEXIBLE ITSM
PLATFORM

Published Date May 10, 2022 Author Brooke Tajer



CUSTOMER SPOTLIGHT




"I LIKED THE PLATFORM’S LIGHTWEIGHT NATURE, AS WELL AS ITS ABILITY TO SCALE WITH
OUR NEEDS."

Building out IT processes for an organization in the early stages of IT maturity
can be challenging but having the right IT service management (ITSM) software
can lead to success.

Nutrabolt, a rapid-growth active health and wellness company based in Austin,
Texas, found the right tool support their journey in TeamDynamix: a versatile
and easy-to-use enterprise service and project management platform that grows
along with organizations as they scale IT operations.

Aided by TeamDynamix, Nutrabolt established effective IT processes that follow
industry best practices. As a result, Teammates are communicating better — and
IT staff work more efficiently to support the needs of a global workforce.


HITTING THE ‘RESET’ BUTTON

When Mark Dittenber joined Nutrabolt as Director of Information Technology, he
had many opportunities to improve existing IT processes. Formal procedures for
onboarding new Teammates and resolving service requests hadn’t been historically
utilized. This and other challenges put the IT Team at risk of inconsistent
service to the organization.  Mark sometimes references “tribal knowledge,”
where information gets shared verbally, then disappears when IT staff leaves.
For a company whose workforce grew by 30 percent in the last year alone, setting
up email accounts and network privileges for new Teammates quickly and
efficiently was critical.

The lack of a formal, standardized process for this task was keeping new hires
from hitting the ground running and making an immediate impact. For example,
some accounts were set up inconsistently and would require reconfiguration later
on. In some cases, new Teammates waited days for network privileges or spent
several minutes on the phone with a service technician to resolve issues.

Mark, who has a background in building entire IT infrastructures from the ground
up, knew a change was needed. “We needed to hit the ‘reset’ button,” he says.
Mark and his IT Team worked with department heads and other stakeholders to
create formal, easy-to-follow IT processes to get everyone on the same page. “My
mantra was to keep things as simple as possible,” he says. “People should be
able to request what they need using the least amount of work.”

> “We’ve already seen good results, people have embraced these changes, and
> we’ll continue driving improvement and simplicity for the organization.
> - Mark Dittenber, Director of Information Technology


IN SEARCH OF BETTER ITSM TOOLS

To support these new processes, Nutrabolt needed a better IT service management
(ITSM) platform.

“We had a help desk tool in place, but it was not purposefully built,” Mark
says. “It was very generic, and there was no discipline in the use of it.”

Mark and his staff needed a highly flexible and customizable platform that could
support new IT processes with automated workflows now, and into the future as
the company’s IT operations continued to mature.

“I’ve always looked to universities as a model,” Mark says. “They have to
onboard thousands of new people every semester.” With the rapid growth Nutrabolt
is experiencing, Dittenber wanted to bring those same capabilities to his
organization.

In his research, Mark learned that TeamDynamix is widely used to streamline
workflows and improve IT maturity.

“I liked the platform’s lightweight nature, as well as its ability to scale with
our needs,” he observes. Mark and his Team were able to implement TeamDynamix in
a matter of weeks.

They began with IT service management and have now expanded to include project
management.


IMPRESSIVE RESULTS WITH TEAMDYNAMIX ITSM

Within TeamDynamix, Mark and his Team established customized forms and automated
workflows to create network accounts, assign rights and privileges to new
Teammates, submit and track service requests, request and approve IT changes,
provision new devices, and more.

As they create new IT processes from the ground up, they’re also building out a
knowledge base and a self-service portal.

Having thoughtfully crafted processes in place — and the right enterprise
service platform to support them — has already made a big impact in just a few
months.

Before, handing off service requests from one IT Teammate to another was a
manual process that involved multiple email exchanges. Now, those handoffs occur
automatically within the platform. “Our communication is better, and we’re
missing fewer things,” Mark says.

The improvement has been most noticeable in the onboarding of new Teammates. “As
we’ve formalized this process and improved our workflows, we’ve cut down on the
number of follow-up calls required,” he says.

Improving the delivery of IT service by establishing more mature processes helps
Nutrabolt become a highly nimble organization as the company continues to
expand. “We’ve got a lot of work left to do, but we’ve made significant
progress,” Mark concludes. “We’ve already seen good results, people have
embraced these changes, and we’ll continue driving improvement and simplicity
for the organization.”

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