[Enterprise Service Management], [Atlassian Cloud], [Jira Service Management], [Service Management]
FitX, with its 95 studios, is the second largest fitness service provider in Germany, which will receive a modern and user-friendly service portal in the future.
If you want to enable optimal collaboration between customers, employees, and service providers, you need a centralized and functional service portal. TIMETOACT is implementing a new service portal for FitX with Jira Service Management, which will quickly replace the former system. With the modern and user-friendly Atlassian tool, problems, faults, and damage can be easily reported and processed in all fitness studios in the future. By migrating to the cloud, FitX is taking the next step in its consistent digital strategy. Reference as PDF |
- Tina Wichmann, Team Lead Application Management FitX |
Need for a Cloud-Based Service Portal
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 that could no longer meet the growing requirements of its 95 studios. Several teams at the head office process studio-wide problem, fault, and damage reports regarding fitness equipment or the studio building. To ensure a good overview and ease of use in the future, a new service portal was required for the efficient creation and processing of tickets, as further locations are already being planned.
The core requirements should be limited to the most important points so that hardly any customization is necessary and the tool remains scalable for future requirements and the company's further expansion.
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 record the framework conditions as accurately as possible and assign responsibilities. Migration to the cloud was also key. |
- Tina Wichmann, Team Lead Application Management FitX |
Individual Configuration of Jira Service Management in the Atlassian Cloud
FitX opted for Jira Service Management as its new service portal, a ticket system developed by Atlassian specifically for service teams to optimize workflows. The fitness company was already using Jira Software and Confluence from Atlassian, so the new service portal could be easily integrated into the existing tool landscape.
In mid-August 2021, TIMETOACT was commissioned to configure a service portal in accordance with requirements and thus integrate Jira Service Management. The starting point was comprehensive workshops to determine the functionalities of the current tool and record the fitness studio's individual requirements. 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; it was limited primarily to configuring the new tool. As a result, the project was completed quickly and on schedule at the beginning of October 2021.
Using a Functional Service Portal Across the Entire Studio
The defined technical and functional objectives were fully implemented in the project. With Jira Service Management, the fitness company now has a modern service portal for reporting and processing problems and faults in all studios:
Asset Management in the Category Tree
Ease of Use
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Transparency
Effective processing
- Arne Ralf, Technical Lead Atlassian, TIMETOACT |
TIMETOACT as a Maintenance and Support Partner of the Future
Within six weeks, a new service portal was configured and implemented with Jira Service Management and the migration to the cloud was realized.
Optional goals were implemented in a further project phase. These include, above all, an improved notification system in the long term. In the event of a critical outage, 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 escalate them automatically. Basically, the category tree still needs to be expanded, and further requirements that have arisen during the project must be implemented.
During the project, the FitX team received extensive training in using Atlassian to manage Jira Service Management themselves in the future. Nevertheless, TIMETOACT will continue to support the fitness company as a maintenance and support partner for questions and implement the optional goals.
Technologies used
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