When a Major League Baseball team needed a fast ITSM deployment for their Dominican League farm system, they turned to Trundl.

The Challenge

Major League Baseball franchise’s have a system of affiliated Minor League teams. Together, these affiliates act as a way for teams to “grow” talent, developing young players until they are ready to contribute in the big leagues.
An MLB franchise contacted Trundl, needing a standard ITSM solution for their Dominican League affiliate. Their current solution was non-existent. Support requests from affiliates were handled by email, providing no progress visibility to requestors. The solution had a 2-week deadline. Moreover, in sports the ‘money is on the field,’ so it would have to be done with a very limited budget.
The team was using Ivanti for Asset Management, and Trello for task management.

Trundl was under a short deadline. The plan was to identify core collaborators, quick-deploy a Jira Service Management instance, and get to work. Daily project sessions between Trundl and the franchise’s IT team allowed an iterative process to play out in building the solution at the time of discovery. Access & group permissions led to portal requirements, which led to building out request types, forms, workflows, and more.
Daily sessions accelerated the franchise’s training and adoption of the solution well before the deployment. The future JSM admin had direct knowledge of the configuration and how it worked.
The solution deployed in under 2 weeks, delivering core ITSM services to the Dominican League affiliate. Within 2 months, the franchise extended the solution to their Florida “Graprefruit League” affiliate themselves.