Case Study: Natural History Museum transforms IT service adoption and visibility with HaloITSM

Natural History Museum transforms adoption and visibility with HaloITSM

The Natural History Museum, one of the world's leading cultural institutions, faced significant challenges with its previous ITSM tool. Processes were inefficient and complex, leading to low agent adoption and an estimated 80% of work going unlogged. This lack of visibility made it difficult to measure performance or allocate resources effectively. To address this, the museum sought a new platform and partnered with Halo.

By implementing HaloITSM, the museum achieved a dramatic cultural and operational shift. The solution delivered a streamlined platform that agents and end users adopted enthusiastically. The results were substantial: ticket capture increased from 20% to over 80%, portal adoption grew from 1% to 28% of tickets, and CSAT scores reached 99% positive. Halo provided the museum with greater visibility, reliable data, and a scalable platform that has reshaped the IT experience.

Natural History Museum

Caroline Hall

Technology Project Manager