MSD IT Services is moving to HaloITSM as its IT service management platform, replacing FreshService, which has been running as a divisional pilot over the past year.
The FreshService pilot gave departments the option to adopt a shared IT support platform, and a number did so. That experience has been valuable in that it has shaped a clearer understanding of what a division-wide service management solution needs to deliver, and informed the decision to move to a more capable platform.
HaloITSM will bring a more intuitive experience for staff logging requests or incidents, and will give the IT team significantly better tools to manage workload, understand demand, and report on service performance. It also aligns MSD IT Services more closely with recognised good practice in IT service management.
Departments currently using FreshService, as well as those who opted not to, will have options as the transition progresses. MSD IT Services will be engaging with departmental colleagues in due course to talk through what the move means in practice and what choices are available.
Further details will be shared ahead of any changes that affect how staff contact or interact with IT support.