Success Story
Athletic Club

Athletic Club redesigns its employee experience with Jira Service Management

Athletic Club, colloquially known as Athletic de Bilbao, is one of the leading football clubs in Spain. Founded in 1898, it has a strong social base, identity and values, and is one of only four professional sports teams in Spain that has not been transformed into a sports company, remaining owned by more than 40,000 members. Athletically, its achievements reflect its importance in competition: with 36 official titles, it is the third most successful club in Spain and one of only three clubs to have participated in every season of La Liga since its inception in 1928.


A professional sports team is used to setting ambitious goals and taking decisive action to achieve them. Therefore, we knew that this project would require the best of our team and expertise.

Athletic wanted to improve the resolution time for incidents and requests that its more than 300 employees, both from the Athletic Club and the Foundation, require daily from their technology team to achieve their goals.

Our solution

The technology team provided users with a variety of communication channels to stay close to them. However, they wanted an additional channel: a dedicated portal that would centralize the employee experience, simplify the creation of new requests, and allow users to see the exact status of their requests. They had previously used Trello, but needed best-in-class performance and functionality, so they chose Jira Service Management Cloud Premium for this project.

For the implementation, which had to be done as quickly as possible without disrupting the daily work of the employees during the competition season, we agreed with the Athletic Club to use a solution developed by TecnoFor: ITSM for Jira. This allowed us to offer the customer not only a solution that includes the critical ITSM processes needed to provide excellent user service (Incidents, Requests, Changes, Knowledge Base), but also a robust solution that has been tested and refined over more than five years in different sectors and competitive situations, enabling deployment in record time.

The results

It took Athletic Club exactly 29 days from project kickoff to deliver a fully operational new system that included both user experience improvements with a new portal and enhancements for the technology and support teams. The new system provides automatically prioritized support queues, an SLA monitoring system, ticket escalation, and a CMDB to identify all infrastructure elements and their relationships.

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Kolforn (Wikimedia), CC BY-SA 4.0, via Wikimedia Commons
Валерий Дед, CC BY 3.0, via Wikimedia Commons