As some of you already know, we've been working hard to replace our old Cherwell ticketing system. Well, the time has come for us to show off its successor: HaloITSM.

Halo is a significant upgrade to Cherwell and makes ticketing easier, faster and all-around better. But don't just take our word for it; check out our before and after photos:

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Halo's modern user-centred design means it's more intuitive to use and takes fewer clicks to accomplish your goals. It's also more responsive, which means your days of watching Cherwell's gears spin are over! Look how easy it is to submit a ticket:

But it's not only about beauty; Halo also has brains. Alongside the back-end upgrade, we've simplified how we classify and organize tickets. That means logging tickets is easier on the front end, but more importantly, performing valuable data analytics is now possible.

With quality metrics, we can pinpoint our community's pain points and address core problems systematically rather than ad hoc.

York has never faced such a period of massive change, especially from a digital transformation perspective. We must rise to this challenge to ensure service stability and quality. Change management has never been more critical to our success. Halo comes with a fully integrated change management module to facilitate our process as it evolves to be even more efficient and effective.

We are always working towards automation. We want to reduce the time we spend on non-value-add activities and focus on building for the future. Our Operation Excellence team has been working hard to revolutionize our processes and compile them into a service catalogue. The Halo platform will host the front end of our service catalogue.

Halo isn't just a Cherwell upgrade; it's a core part of our York IT. Something that will help us grow and evolve. It's a new foundation on which so much of our hard work will stand.