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Sports Manufacturer Client Success Story

Success Story

Brooks Running

Services: Advisory, Implementation, Managed Services
Solution: Jira Service Management

Employees:
1,000-5,000

Industry: Manufacturing

Revenue:
$1.1 Billion

The Situation

Our client was considering moving from ServiceNow to another ITSM platform to save costs while adding platform functionality.

Brooks Running (Brooks), a U.S. running gear manufacturer and retailer, needed to expand their capabilities within ServiceNow. However, as budgets tightened, the cost to continue expanding within the platform was no longer viable. Instead of putting innovation on hold, Brooks considered other ITSM platform options.

The challenge was to find a solution that could be quickly deployed, provide a better user experience than their current platform, and include more capabilities without additional costs.

They required a certified ITILv4 partner to advise their decision-making process that had a history demonstrating best-in-class thought leadership, understood multiple tools in their ecosystem, and was referred by Atlassian and clients.

The Business Impact

Our partnership featured a two-phased approach based on their business requirements. MajorKey aligned goals with budget and advanced ITSM features were unlocked to further innovation.

Our partnership with Brooks featured two distinct phases. Unsettled on which new ITSM platform to consider, Brooks engaged MajorKey to identify and address their pain points, before requesting a full migration to Jira Service Management (JSM).

Phase 1

MajorKey Client Success Advisors analyzed their processes, conducting an ITIL assessment and evaluation of how they were using ServiceNow and the advanced features they wanted to attain within a specified budget. MajorKey gathered their requirements by defining their business processes and organization’s structure and mapping them to ITSM platform definitions. MajorKey developed a comparison model between ServiceNow and JSM by aligning features that addressed Brooks’s pain points and their unique business requirements.

MajorKey dialed into the key areas of JSM to show immediate value for Brooks including incident/request management, event management, Jira software integrations with the application development and support teams, basic change management, and service mapping.

Upon delivery of Phase 1, a transparent cost estimate for licensing and deployment options were delivered. MajorKey also provided a detailed migration plan from ServiceNow to JSM configured to match or improve upon their current processes.

The evaluation enabled Brooks to better align their IT budget with their business goals. MajorKey experts provided the guidance necessary for Brooks to confidently make an important, cost-savings-decision, quickly.

By migrating from ServiceNow to JSM, they could improve the customer experience with advanced features like chat functionality without breaking the bank or putting innovation on hold.

Phase 2

By structuring an opinionated ITIL-based implementation for JSM in Phase 1, Phase 2 focused on migrating from ServiceNow to JSM. This phase kicked off with an on-site advisory assessment to outline specific project goals, milestones, and deadlines – outlining a 3-month project plan to full production.

By structuring an opinionated ITIL-based implementation for JSM in Phase 1, Phase 2 focused on migrating from ServiceNow to JSM. This phase kicked off with an on-site advisory assessment to outline specific project goals, milestones, and deadlines – outlining a 3-month project plan to full production.

Configurations for JSM were demonstrated throughout the project and before full implementation. The transparency of the engagement enabled Brooks to see the project’s progress. MajorKey’s agile approach encouraged feedback and continued the projects momentum, enabling them to address change requests quickly.

In 3 months, MajorKey consultants configured the platform modules to match the desired outcomes and improve upon their processes. After successfully migrating to JSM, a managed services agreement was put in place to support their enterprise service management environment.

The Solution

Jira Service Management was delivered to provide a better employee experience with incident/request management, advanced capabilities with chat, asset management, and problem management, and integrations for app dev and support teams. 

After the extensive evaluation, it was determined that JSM was able to demonstrate immediate value. Brooks' IT department could continue innovating the business despite budgetary constraints. In 3 months, MajorKey consultants configured the platform modules to match the desired outcomes and improve upon their processes. After successfully migrating to JSM, a managed services agreement was put in place to support their enterprise service management environment.

JSM provided immediate value through:

  • Incident/Request management
  • Change management
  • Service mapping
  • Integration with application development and support teams

Additional, JSM featured advanced features lacking in their original tool:

  • Asset management
  • Chat capabilities and integrations
  • Problem management

The MajorKey Approach

Our unique approach gave our client the confidence they needed.

Brooks selected MajorKey for our approach when evaluating and implementing ITSM platforms with an emphasis on ITIL compliance. MajorKey helped define their needs early and focused on their processes before recommending a solution. MajorKey listened, providing a more valuable solution and enabling IT to continue innovating despite budgetary setbacks.

Our approach is encompassed by the following values:

  • Process-focused, not tool-focused. We are a vendor-agnostic provider. In other words, when working with clients we focus on business processes and outcomes rather than pushing a specific tool.
  • Structured project management. We rarely miss deadlines and always stay under budget.
  • Organizational change management. We dedicate significant time to helping the organization work through new policies and procedures associated with a migration. This includes end user training by roles and responsibilities, assistance with sponsorship adoption and roll out procedures, communication templates for deployment, and more.
  • Agile development style. Our developers seek client feedback early and often throughout the life of a project to ensure client satisfaction after deployment.
  • User acceptance training. We have a highly structured, clearly defined process for making sure the tool is driving value for the business users. This reduces post-live issues and encourages tool utilization after deployment.
  • Post-live and managed services. We provide 24x7 on-call support for the most critical issues that may arise following a deployment.

Get in touch

Looking to delivery a better experience for your employees and customers? Drop us a line and we’ll get back to you in a heartbeat.