Case Study: AO achieves scalable, unified service management with Halo

Built for Scale AO’s 13-Year Service Evolution with Halo

AO, a UK-based electricals retailer, faced significant challenges with its outdated, internally-built IT service management system. The platform was inflexible, costly to maintain, and required external support for even minor changes, taking up to six weeks to implement new service requests. With critical ITSM functions fragmented across multiple tools, the company needed a single, scalable, and ITIL-aligned platform that its teams could manage autonomously.

AO implemented the Halo service management platform, which has since been adopted by over 30 teams across IT, Logistics, Facilities, and other departments. The solution consolidated all key processes into a single system, giving AO full autonomy over configuration and workflows. The results include handling over 150 tickets daily with 80-90% assigned correctly the first time, automated alert handling from third-party tools, and real-time operational reporting. Halo provided the scalable, self-managed solution that has supported AO's growth and service evolution for over 13 years.

AO

Patrick Shaw

Tech Service Operations Manager