Establishing a Centralised IT Service Management System Across Offshore and Onshore Operations
Executive Summary
Managing IT services across offshore and onshore environments presents a unique set of challenges. For an organisation operating in the subsea telecommunications and marine operations industry, supporting offshore survey, installation, and vessel‑based activities across multiple regions, a high level of coordination between offshore assets and onshore support teams is essential.
The IT function within the organisation is relatively lean, supporting enterprise systems, operational technologies, vessel connectivity, cybersecurity, and user support across geographies. As the organisation’s digital footprint continued to grow, it became clear that existing approaches to IT service management would need to evolve to effectively support this expanding environment.
The Challenge
Before implementing an ITSM platform, the organisation managed incidents and service requests through a combination of emails, spreadsheets, and informal communication channels. While workable at first, this approach gradually became more difficult to sustain as operations expanded and service demand increased across regions.
Requests arrived through multiple channels, making it challenging to maintain consistent visibility into ticket status, and ownership. Response and resolution times varied, and tracking recurring issues or root causes required manual effort. Generating reports for management or audits often meant consolidating information from different sources, rather than relying on a structured system.
With a small IT team supporting a wide operational scope, there was also an increasing reliance on key personnel to maintain continuity. This introduced operational risk, particularly as expectations around audit readiness and governance continued to rise. Without a more centralised system in place, scaling IT operations further would have introduced even greater inefficiencies.
The Solution
The organisation set out to find an ITSM solution that would introduce structure and visibility without adding unnecessary complexity. After evaluating its options, HaloITSM, implemented by SRKK, was selected based on its functionality, flexibility, and ease of deployment.
Compared to more complex enterprise ITSM platforms, HaloITSM offered a more streamlined solution while still delivering the core capabilities required. These included a centralised ticketing and incident management system, configurable workflows aligned with operational needs, integration capability with existing enterprise tools, strong reporting and audit traceability, and ease of use for both IT staff and end users. In addition, HaloITSM’s built‑in automation and AI features support more efficient ticket handling and service management over time.
The onboarding and implementation process was smooth and well supported. SRKK worked closely with the IT team, demonstrating a clear understanding of the platform and the organisation’s requirements. This collaborative method helped guide configuration decisions, data migration, and user onboarding.
As part of the implementation, the organisation introduced:
- Incident and service request management workflows
- Categorisation and prioritisation structures
- Basic SLA tracking and reporting dashboards
- A user‑friendly service catalogue for internal requests
The focus throughout implementation was on ensuring the system reflected how the organisation already operated, rather than forcing major process changes. As a result, adoption across the organisation was relatively straightforward. Users transitioned from email‑based requests with minimal friction, supported by an interface that was intuitive and easy to navigate.
The Result
Following the introduction of HaloITSM, the organisation saw improvements in visibility and accountability across IT operations. Ticket ownership and status became clearer, response times more consistent, and reporting for management and audit purposes more structured. Clearer communication channels also contributed to improved user experience across the organisation.
From an IT perspective, HaloITSM provided a solid foundation to further mature service management practices over time, supporting a more structured and sustainable way of delivering IT services. Reflecting on the overall experience, the organisation viewed HaloITSM as a practical solution that delivered what was needed without unnecessary complexity.
“Overall, our experience with HaloITSM has been a genuinely positive one. It delivers what we need in a clear and practical way, without adding unnecessary complexity. For a team like ours that values both structure and agility, it has proven to be a good fit as we continue to mature our IT service management practices.”
