A smooth and advantageous transition from ServiceNow to Jira Service Management for FLG

The Opportunity

Background

Renowned in the fitness world, FLG is an umbrella company overseeing multiple fitness centres. The group incorporates six brands and 385+ locations across Australia, New Zealand, Thailand, Vietnam and Singapore.

The primary challenge for FLG lay in their impending end-of-life ServiceNow subscription, prompting a strategic shift to Jira Service Management (JSM).

The Challenge

FLG’s objectives in transitioning to JSM were twofold: cost streamlining and operational efficiency. Despite the complexities within their existing ServiceNow setup, the Atlassian bill presented a cost-effective alternative, prompting FLG’s decisive move.

The challenges within FLG’s existing ServiceNow system were multifaceted, including manual interventions, geographical diversity, varied work processes and the need for device-level warranty tracking. Inefficient workflows required manual oversight, leading to a lack of traceability.

The Solution

Comprehensive Migration Process

Elegance Group approached the migration with a commitment not only to replicate FLG’s existing setup, but also to enhance it for superior automation and efficiency.

Recognizing the mobile-centric nature of the majority of FLG’s agents, a suite of mobile-compatible dashboards was developed for seamless accessibility. Automated ticket assignments based on facility, type, location and issue nature were created and warranty management for each device was also automated, ensuring efficient tracking and expiration management.

As part of the data migration strategy, approximately 900,000 tickets in ServiceNow were prioritized as active tickets. Approximately 4000 were migrated and strategies provided for securely archiving the rest.

A sophisticated system was developed for tracking planned maintenance cycles, efficiently batching similar tasks and splitting unique ones to reduce workload and streamline operations.

Recognizing the importance of stakeholder buy-in, significant effort was invested in onboarding stakeholders, especially those accustomed to the old system. The demonstration of the new system’s efficiency played a crucial role in gaining their trust and support.

The Impact

Outcomes and Success

FLG’s transition to JSM was not only smooth, but also yielded considerable advantages:

• Significant cost savings
• Implementation of automated and streamlined workflows
• Enhanced operational efficiency for both agents and managers
• Seamless transition without any downtime, ensuring business continuity

The migration from ServiceNow to JSM stands as a testament to the meticulous planning, strategic execution, and collaborative efforts of both Elegance Group and FLG. The solution not only addressed immediate challenges but also set the stage for FLG’s ongoing pursuit of operational excellence and efficiency within the fitness and lifestyle sector.

Ongoing Journey towards Efficiency

While the initial phase centred on migration and consolidation, the success of the project has laid the groundwork for future endeavours. There is potential for future projects, specifically around Atlassian consolidation, as FLG continues its journey towards optimal operational efficiency.