New service portal for effective work

• Outdated tool for service management in use
• Requirement could no longer be mapped

Implementation of a new user-friendly service portal with a modern layout for effective ticket processing

• Jira Service Management from Atlassian as new service portal
• Workshops to determine all functionalities
• Configuration and individual adjustments
• Implementation of the service portal in the Atlassian Cloud

• Asset management for mapping the category tree
• User-friendliness through modern layout and optimization for mobile devices
• Transparency of responsibilities
• Effective ticket processing

Effective service management is characterized by optimized IT processes and efficient workflows. The service portal used for this purpose is designed to help employees improve collaboration and respond quickly to reported problems. FitX, Germany's second-largest fitness provider, was using a tool for this purpose that could no longer cope with the growing requirements of what is now 95 studios. Studio-wide problem, malfunction and damage reports on fitness equipment or the studio building are processed by several teams at headquarters. To ensure a good overview and ease of use in the future, a new service portal was needed for the efficient creation and processing of tickets - because additional locations are already being planned.   

The core requirements should be limited to the most important points so that hardly any customizing is necessary and the tool thus remains scalable for later requirements and further expansion of the company.

Core requirement:
The core requirement in the project was to implement a new service portal with a modern layout that enables user-friendly and intuitive operation, makes workflows and notifications easy to control, and is both mobile and offline capable. The tool needed to be able to map the existing category tree to capture the framework as accurately as possible and assign responsibilities. Migration to the cloud was also central.

In mid-August 2021, TIMETOACT was commissioned for the configuration of a service portal that meets the requirements and thus for the integration of Jira Service Management. The starting point was formed by comprehensive workshops to determine the functionalities of the current tool on the one hand and to record the individual requirements of the fitness studio on the other. Based on this, Jira Service Management was reconfigured and adapted to FitX's needs.

The implementation of the service portal in the Atlassian Cloud did not require any administrative activities by the TIMETOACT experts, but was mainly limited to the configuration of the new tool. Therefore, the project was completed quickly and on schedule at the beginning of October 2021.

Optional goals will now be implemented in a further project phase. These include, above all, a better notification system in the long term. In the event of a critical failure, Opsgenie (also included in the Premium Cloud version) can report high-priority incidents to the right employees via various communication channels as part of incident management or even have them escalated automatically. Basically, the category tree still needs to be expanded and additional requirements that arose during the course of the project need to be implemented.

During the course of the project, the FitX team was trained as far as possible in the use of Atlassian so that they will be able to support Jira Service Management themselves in the future. Nevertheless, TIMETOACT continues to be available to the fitness company as a maintenance and support partner for questions, in addition to implementing the optional goals.