How Liberty House Group achieved autonomy and improved service by migrating from ServiceNow to HaloITSM
Work directly with HaloITSM for exceptional service
15 minutes to implement a new service request compared to 6 weeks with ServiceNow
Unparalleled system speed with a modern, easy to use UX/UI
Customer
Liberty House Group
Customer Since
2019
At a glance
Requirements
- Increased autonomy for configuration changes
- Cost savings without a reduction in quality
- Smooth migration process from ServiceNow
- Integrate key systems including on-premise HR system
- Work directly with HaloITSM and not through partners
- Modern, intuitive UX/UI
Solution
Utilising our experts knowledge, the migration process from ServiceNow to HaloITSM was seamless. Now, Liberty House Group have greater autonomy, exceptional customer service and a top quality system all at a reduced cost compared to ServiceNow.
About Liberty House Group
Liberty House Group is an international industrial and metals business that delivers across the value chain – from metals trading and recycling, through to liquid steel, downstream steel products and services and value added engineering solutions.
The Challenge
As a customer of ServiceNow, Liberty House were looking to migrate to a different provider after several determining factors:
- A lack of autonomy. ServiceNow was being used throughout the business, however it didn’t work for IT and they were unable to make configuration changes themselves.
- Cost. ServiceNow is an expensive solution and they were looking to make some considerable cost savings without losing quality
- Service. With ServiceNow, customers have to go through their partners and therefore took a long time to get anything fixed or changed.
When looking for a new ITSM tool, Liberty House needed an ITIL-aligned solution which offered a great experience for their end users. They wanted the autonomy to be able to configure all aspects of the system without coding or needing to go back to the vendor.
“With ServiceNow a new service request form would take 6 weeks to implement. With HaloITSM, it took 15 minutes!”
Liberty House Group
The Solution
After finding HaloITSM on Gartner, Liberty House was initially drawn in by the responsiveness of the team and slickness of the application. After a trial period and consultations with our experts, the team felt confident enough to start the migration process throughout their UK, Czech Republic and Australian offices.
The implementation process took 2 months from start to finish including all customisations. For example, the teams required an integration with their on-premise HR system for approvals and user data. This was configured as part of the implementation and works seamlessly between the two applications.
“HaloITSM has given us far greater autonomy to be able to deliver the service that we have always wanted to.”
Liberty House Group
The Results
After the successful migration process from ServiceNow, Liberty House are delighted with HaloITSM and the service received.
- Previously, a new service request would take 6 weeks to implement. Now with HaloITSM it takes 15 minutes.
- As the teams are working directly with HaloITSM and not through any partners, the service received is always personable and knowledgeable.
- The software UI/UX is more modern, intuitive and easy to use.
- The speed of HaloITSM is unparalleled. Due to being built on React, HaloITSM is one of the fastest ITSM systems on the market.
Since the migration, Liberty House has achieved greater autonomy, exceptional customer service and a top quality system all at a reduced cost compared to ServiceNow. With the ability to automate, customise and integrate everything they need, they can finally deliver the service they’ve always wanted to.
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