The Challenge
Affiliated Monitoring, a leader in live agent monitoring services, faced mounting operational demands that its legacy on-premise ITSM platform could no longer support. The previous system lacked cloud capabilities and flexible integrations, creating bottlenecks in ticket handling, delaying resolutions, and hindering scalability.
As Affiliated Monitoring expanded and service expectations rose, the company recognized the need for a modern ITSM solution that could keep pace with growth, enhance visibility, and streamline collaboration across its distributed technology teams. Affiliated Monitoring needed an ITSM solution that would serve as a single, unified platform for project management and service delivery that granted teams the tools and workflows needed for efficient, transparent, and agile success.
Without cloud functionality or ITIL alignment, the previous system struggled with ticket resolution times, reporting accuracy, and overall usability—making it difficult to deliver high-quality service. Affiliated Monitoring sought an ITSM platform that could not only modernize its operations but also lay the groundwork for long-term enterprise-wide service management maturity.
The Solution
After evaluating several options, Affiliated Monitoring selected the FMX Solutions to lead their migration from their previous ITSM platform with the FMX Jumpstart Package for Jira Service Management (JSM). FMX’s reputation for hands-on partnership, deep ITSM expertise, and rapid implementation made them the ideal fit for the rapid deployment Affiliated Monitoring was looking for.
FMX collaborated closely with Affiliated Monitoring to understand existing workflows, pain points, and business objectives. The FMX team configured Jira Service Management to align with ITIL best practices while tailoring the platform to meet the specific operational needs of Affiliated Monitoring. Comprehensive and practical, scenario-based training was provided for both administrators and technicians—ensuring immediate confidence and self-sufficiency from day one.
Through FMX’s structured guidance, Affiliated Monitoring completed its migration in a matter of weeks—far faster than the industry average—without disrupting business operations or service quality.
Why Jumpstart Your JSM Migration?
When evaluating options for their ITSM transformation, Affiliated Monitoring chose FMX Solutions’ Jumpstart Package for Jira Service Management for its balance of speed, structure, and scalability. The package offered a ready-made foundation of essential ITSM practices—including incident, service, change, and asset management—that perfectly aligned with the company’s immediate operational goals while providing a clear path for future growth.
Plus, JSM’s Enterprise support allowed Affiliated Monitoring to simplify their tech stack by establishing an HR service desk with onboarding/offboarding workflows and an HR knowledge base. By maturing from an ITSM solution to an Enterprise Service Management (ESM) solution, JSM has made cross-department collaboration seamless. This results in faster resolution times, happier end-users, and long-term cost-savings.
“We selected the Jumpstart package because it offered a strong foundation with essential ITSM practices that met our needs right away and gave us room to expand as we mature,” shared the Affiliated Monitoring team.
Affiliated Monitoring also implemented the Change Management expansion to bring its existing governance framework into JSM from day one. With a mature Change Advisory Board process already in place, the team needed robust tools to ensure structure, control, and visibility across change workflows.
“We’d absolutely recommend this expansion to organizations with formalized change governance,” they added. “It brings discipline and transparency to every stage of the change process.”
To strengthen operational insight, Affiliated Monitoring selected the Reporting & Dashboards expansion, enabling leadership to track key metrics and make data-driven decisions in real time.
“This expansion was essential for us. Having comprehensive reporting allows us to identify trends, measure performance, and continuously improve.”
The Results
Within days of go-live, Affiliated Monitoring began seeing measurable improvements across IT service delivery. Ticket resolution times shortened, reporting accuracy increased, and overall usability improved for both IT staff and end users. The cloud-based functionality of JSM enabled greater visibility into workflows, empowering the team to make data-driven decisions and continuously optimize performance.
By adopting ITIL-aligned processes and leveraging FMX’s expertise, Affiliated established a strong foundation for ongoing ITSM and ESM maturity.
“We faced a tight schedule, and without FMX’s involvement, it would have been extremely difficult to achieve our goals,” Affiliated Monitoring added. “Their consultants were knowledgeable, professional, and always available when we needed support.”
The Jumpstart Package provided Affiliated Monitoring with a solid ITSM baseline, setting the stage for scalable growth and future innovation. As the organization continues to evolve, additional layers of functionality can be seamlessly added to support its expanding service management capabilities.
What's Next?
Looking ahead, Affiliated Monitoring plans to continue building on its ITSM success by implementing ITIL v4 practices across the organization. This next phase will focus on enhancing governance, efficiency, and service delivery through broader adoption of ITSM best practices.
FMX Solutions remains a trusted partner, providing ongoing support, guidance, and expertise as Affiliated scales its IT operations and adopts new Atlassian products in the Atlassian System of Work.
“Jira Service Management is a powerful and flexible tool—but to maximize its value, you need an experienced partner,” said Affiliated Monitoring. “FMX’s ability to balance speed with quality made all the difference for us. For any organization working under tight timelines or complex requirements, we’d highly recommend FMX Solutions.”
Conclusion
Affiliated Monitoring’s ITSM transformation from their previous system to Jira Service Management is proof that the right partnership can turn complex IT challenges into fast, measurable success. With the FMX Solutions Jumpstart Package, Affiliated Monitoring gained a modern, cloud-based ITSM platform that improved resolution times, enhanced reporting accuracy, and empowered its teams with ITIL-aligned processes designed for scale.
Through hands-on guidance, responsive support, and deep ITSM expertise, FMX helped Affiliated Monitoring achieve a seamless migration and establish a foundation for continuous improvement. Today, Affiliated Monitoring is better equipped to deliver exceptional service and adapt to the evolving needs of its business.
FMX Solutions continues to partner with organizations like Affiliated Monitoring to simplify ITSM modernization, accelerate time to value, and drive long-term success.
Discover how FMX can help your team transform IT service delivery — fast.
