How Bedfordshire Fire and Rescue Service achieved autonomy and improved their service with HaloITSM
Save time by automating processes
Improved visibility with a single pane of glass
Enhanced decision making as a result of extensive reporting capability
Quickfire Q&A Case Study with Bedfordshire Fire and Rescue Service
Customer
Bedfordshire Fire and Rescue Service
Departments using HaloITSM
IT and Business Support
Customer Since
2020
In a sentence or two, tell us what your company does.
Bedfordshire Fire and Rescue Service provides emergency response, prevention and protection services across the county as well as across our borders in support of our neighbouring communities. Bedfordshire covers an area of approximately 123,500 hectares and has a growing population currently estimated to be approaching 620,000.
Before you started using HaloITSM, what problems were you facing?
Our previous system did not meet our expectations. The reporting ability was extremely limited and we were unable to change the way it worked. Furthermore, the system became unusable because of its historic admin related issues. As a result of this, we looked for an alternative and found HaloITSM and have never looked back.
“Easy to use, easy to configure, easy to manage.. on top of being cost effective… HaloITSM is the perfect tool for us”
Matt Stebbings – ICT Support Manager at Bedfordshire Fire and Rescue Service
Which features do you use?
We make use of many features including incident management, self-service portal, asset management, knowledge base, reporting, approval processes, dashboards and more.
What are some of the concrete ways the tool has helped you?
The tool has helped us tremendously. As previously mentioned, a key issue for us with our previous tool was reporting. Now, we have a clear overview of performance metrics, and as a result can make more informed decisions, driven by data. Other key benefits include now having complete and accurate IT Asset Data, and the knowledge base has saved us countless hours.
As well as using HaloITSM for IT, do you use it in other departments?
Yes, following our success with the tool in our IT department, we now use the tool in our Business Support department too.
What does the future look like with HaloITSM?
The good thing with HaloITSM is that it’s all-inclusive, so if we wanted to take advantage of more features at a later date, we can. Thanks to our calls with our dedicated customer success manager and regular feature update communications, we are up to date with new feature releases and have plans to implement more in the near future. We are looking at further automating some of our processes, integrating some of the other tools we use such as Qualys and InTune, and implementing other features such as calendars & appointments, auto password reset, stock control and more.
Would you recommend HaloITSM and why?
Easy to use, easy to configure, easy to manage… on top of being cost effective… HaloITSM is the perfect tool for us. Moreover, the HaloITSM support team are very helpful and don’t charge for small changes whereas other ITSM vendors do. The platform is very resilient, we haven’t experienced any drop outs and being hosted in the cloud makes our lives that much easier. We have and continue to recommend the platform both internally and externally.
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