of tickets are processed on time
reduction of undealt tickets
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.»
Previously, when the service desk at die Mobiliar 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 BMC 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.
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.
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.
Senior Account Executive