Case Study: Betfred achieves continuous IT service improvement with Samanage

Workflows and ITIL Processes Drive Continuous Service Improvement

Betfred, a large UK bookmaker with shops nationwide and more than 1,200 staff across Wigan, Warrington and Gibraltar, needed to replace a limited SharePoint-based help system with a full ITIL-aligned ITSM solution. The IT team required asset, change and problem management—as well as better triage and visibility—to support a growing, distributed operation and improve the service experience.

They implemented Samanage as a central service catalog and asset management platform, building 54 workflows and adding automations and API integrations to route tickets and reduce manual work. The service portal now handles the majority of requests, gives requesters status visibility, cuts back-and-forth information requests, and enables ongoing improvement (adding a few new workflows each month), resulting in faster, more transparent IT support and positive user feedback.

Betfred

Andrew Eardley-Day

ITSM Systems Administrator