Case Study: Electronic Chart Centre improves ITIL processes with HaloITSM

How Electronic Chart Centre incorporated HaloITSM to overhaul their daily processes with an ITIL-aligned, fully customisable solution

The Electronic Chart Centre (ECC), a public sector organization specializing in electronic charts and maps, needed to replace its previous service desk solution to incorporate the ITIL framework. Their old system lacked ITIL methodology, proper reporting, and functionality, which caused issues with service calls and impacted SLAs. ECC required a new solution from a vendor like Halo that could provide robust reporting, a customizable portal, and a knowledge base.

Halo implemented its HaloITSM solution, which provided ECC with an ITIL-aligned, fully customizable service desk. The results included streamlined processes, increased clarity with automated reporting dashboards, and greater productivity through the use of an internal and external knowledge base. This allowed ECC to automate responses to repeat queries, saving time and improving efficiency. The vendor, Halo, also provided excellent support throughout the implementation and ongoing use of the system.

Electronic Chart Centre

Kelly Huitson

Service Desk Admin