The Challenge

The challenge we faced in the first chapter was: to develop a cross-system ticket system that offers uncomplicated access to relevant topics – for developers, service managers and product owners alike. We have now achieved this with the LionGate TicketHub.

In this managed service we have combined a multitude of best practice functions of established ticket systems and perfected them with our own ideas and experience. The result is an easy-to-understand yet powerful tool for everyday IT use.rnrnThis involves the aggregation of a large number of ticket systems via connectors and a graphical web interface. This allows a flexible and cross-system representation of all relevant topics of the user – despite the heterogeneity of the source data.rnrnAs an example we think of Tom the Service Manager. He works in parallel on five projects for three customers, each using its own ticket system. The bundled view of all ticket systems in the TicketHub’s dashboard simplifies his daily work: the TicketHub saves a considerable amount of time in managing user accounts and monitoring all systems. In addition, there are options for filtering and analysis tools for reporting in the daily meetings. Thus Tom saves effort in the analysis and his partners receive well-structured information about the current status of the project.

What we did

The concept applied to the design: Form follows function – the function determines the appearance. The simpler, the better. A quickly understandable interface immediately transmits the desired content and thus proves its competence. The dashboard offers a bundled view of the tickets, broken down by status of the various projects.

These graphics can be adapted as desired by selecting certain attributes, visual display or the desired sorting. The scroll bar on the left allows you to quickly switch to the corresponding team tickets or view your own open topics. This not only gives an excellent overview to Tom, but also to the teams involved. To ensure that the requirements are quick and easy to understand, the TicketHub uses only the most important information from the tickets.rnrnThe TicketHub creates transparency, ensures the coordinated handling of tickets and avoids redundancy. Tickets can also be displayed in the web interface with a detailed, filterable view, as shown in the following picture.

Figure 1: Dashboard representation
Figure 2: Representation of the ticket overview

The results

over 200

We’ve completed lots of large scale projects over the years


We are proud of our Net Promoter Score


All our consultants are certified in the latest cloud technologies

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Armin Oppitz

Armin Opptiz

Member of the Executive Board Marketing