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Service Desk seamlessly integrated without media disruption

Service Desk seamlessly integrated without media disruption

How Mobiliar Insurances seamlessly integrates service desk and development departments without media disruptions

95%

of tickets are processed on time

20%

reduction of undealt tickets

10%

increase of SLA compliance of tickets

«The new integration allows us a much simpler and more efficient connection from the service desk to internal development. The implementation and rollout of the project was delivered by FROX on time and within budget and has already led to visible and noticeable improvements in our processes shortly after implementation.»

Brigitte Stettler

Brigitte Stettler

Product Owner Customer Empowerment

Ausgangslage Referenzen FROX AG

Initial situation

What was the situation up to now?

Previously, when the service desk created a ticket due to a reported malfunction or error, the development departments were informed by e-mail that a ticket had been assigned to them. The information from Remedy was then manually transferred to a Jira Task for further processing and closure. This resulted in inconsistent content and delay in processing the tickets.

 

Project goals:

  • Introduction of an interface between BMC Remedy and Jira
  • Prevent media disruptions between systems without having to leave the tools
Kundennutzen Referenz FROX AG

Customer benefits

What has improved as a result of the solution?

The solution based on the FROX ITSM-JIRA Connector ensures data synchronization between the two systems. The service desk is aware of the current status, due to the forwarding of incident descriptions and workarounds and can provide information about it. If delays become apparent, it is possible to intervene and react in good time.

 

Goal achievement:

  • 95% of tickets for development are processed on time
  • Service Desk can provide information about the status of the ticket at any time
  • Data synchronization ensured via these two systems
  • Full transparency in the process guaranteed
  • Extensibility for expansion to further systems ensured
Service FROX AG

Services

What services have we provided?

In a proof of concept (PoC), a number of use cases were mapped in advance in the ITSM-JIRA Connector and Mobiliar was shown possible simplifications in the way it works. After the project was placed with FROX, the use cases, requirements and objectives of Mobiliar were recorded in a workshop and coordinated with the various stakeholders. The solution was developed in an agile manner according to SCRUM and tested by Mobiliar in stages. After a short test and training phase, the ITSM-JIRA Connector was successfully introduced.

 

Our services

  • Consulting for the definition of use cases and requirements
  • Agile software and process development according to SCRUM
  • Monitoring of the test phase and training of personnel
  • Introduction of the solution on the environment of Mobiliar
  • Operational support and further development of the solution
Technologie Integration FROX AG

Platforms & technology

Which platforms and technologies did we use?

  • BMC Software
  • Camunda
  • FROX ITSM-JIRA Connector

Technologie Integration FROX AG

Topics/Modules

Which topics/modules does the solution include?

  • IT Service Management
    • Ticketing solution for service desk
  • process digitalization
    • Workflow engine for defining synchronization processes

Technologie Integration FROX AG

Industries

For which industry was the solution developed?

  • Insurance company

Would you like some more information or advice?

Are you looking for a strong partner for your digital transformation? Do you want to optimize your ITSM or do you need help with a Internet of Things project? Regardless of whether you just want to find out more or want kick-start your project - we'll be happy to help.

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Daniel Roth

Daniel Roth

Senior Account Executive