How Xellia Pharmaceuticals modernised their organisation with HaloITSM

In a sentence or two, tell us what your company does.

Xellia Pharmaceuticals is a specialty pharmaceutical company focused on providing important anti-infective treatments against serious and often life-threatening infections.

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Before you found HaloITSM, what problems were you facing?

We were looking to replace our existing ITSM tool. We were challenged with a fragmented system landscape – one tool for request management and one for incident management. The systems were not remotely user friendly and we lacked an engaging user community. Furthermore, the respective teams in IT spent a significant amount of time working in the legacy systems.

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Which features have you been using and why?

We have been using the majority of the features in HaloITSM. Initially, we started with request and incident management, as well as the self-service portal. We have now moved to include the majority of the suite including the chat-bot, as well as more complex ITIL processes such as Change and Problem Management.

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“Not only does HaloITSM offer everything we need, it is a highly flexible system that comes at a great price.”

Per Eppers, IT Service Manager

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What are some of the ways HaloITSM has helped you?

The tool has brought a modern look and feel to the whole organisation. Everyone in the organisation has very positive things to say regarding the self-service portal. We are also receiving very positive feedback from all the agents using the tool. As many processes are reworked, we save a significant amount of time – for instance, we save roughly 200 hours when it comes to ordering hardware as we now do this through HaloITSM.

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Would you recommend HaloITSM and why?

Yes, we highly recommend the system! Not only does HaloITSM offer everything we need, it is a highly flexible system that comes at a great price.

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