How SKY TV gained greater control over their service by implementing HaloITSM

Requirements

• Migration from ServiceNow
• Strong ITIL alignment, flexibility, increased customisation capability, and fast, modern interface
• Greater control and freedom with software
• Greater identified asset, and software management capability

Solution

HaloITSM brought an easy to use, yet highly customisable and flexible ITIL aligned solution which enabled SKY to have the greater control and freedom with their processes.

SKY sought greater customisation capability, they wanted to be able to customise workflow for different teams and customise their service catalogue to enable multi-layer approvals for services. The Halo system had the asset, and software management capability SKY were seeking, all within an incredibly fast, modern interface.

HaloITSM’s customer service and dedication to consultancy is second to none, enabling the close relationship between SKY and Halo to form. This is something SKY did not previously experience with their previous vendor, a relationship they are grateful for.

About SKY

SKY is a national, leading entertainment company which connects New Zealanders to daily news, live sport, movies, television shows, documentaries, music, and many more.

SKY has been in operation for 30+ years. They have a significantly large customer base, serving more than 700,000 customers per day. They have an IT department of 300+ people who work 24/7 to ensure Television services are available at all times, to all New Zealanders.

The Challenge

SKY sought to move away from their ServiceNow solution to a cost-effective alternative. They required a system that had strong ITIL alignment, flexibility, increased customisation capability, and a fast, modern interface which they had greater control and freedom of.

Their last ITSM system had been in place for 6 years. Throughout this period, it become clear that the customisation capability of their ITSM system was not advanced enough to meet their growing workflow needs.

Further pain points included their current system was quite modular, causing it to feel disjointed when used, and the system did not have a smooth, consistent flow. Identified asset management was also a key area they wanted improvement in, particularly software management.

SKY indicated they desire a greater personal relationship with their ITSM system providers.

“HaloITSM is really easy to use and integration has been pretty seamless. Halo team support in the initial go-live days has been fantastic.”.

– Vamsi Dharanikota,
Service Delivery Manager, SKY