Softcat helps TalkTalk consumer build a robust ITSM capability with Halo

Project at a glance

Following its separation from the wider TalkTalk Group, TalkTalk Consumer needed to establish an independent IT service management capability that aligned with its new operating model, budget and long-term strategy. Softcat supported the organisation through a discovery-led market assessment and vendor evaluation programme, helping stakeholders define requirements, compare options and select HaloITSM as the strongest fit. The solution was implemented within demanding separation timelines, enabling TalkTalk Consumer to transition away from its previous shared environment and create a platform for future automation, integration and service improvement.

Challenge

In March 2024, TalkTalk Consumer became an independent organisation as part of a wider separation, creating the opportunity to establish a new operating model and independent technology environment. The business sought an ITSM solution that more closely reflected its own requirements, budget and strategy, while bringing multiple stakeholder priorities together and working within a demanding contractual timeline. It also wanted greater clarity on required capabilities, automation opportunities and how to support future growth without adding unnecessary complexity.

Critical Success Factors:

1

Defining clear requirements

Establishing a clear and validated set of business, technical and operational requirements.

2

Selecting the right ITSM platform

Identifying a solution that balanced capability, flexibility and total cost of ownership.

3

Meeting key delivery milestones

Delivering a successful implementation within strict contractual and organisational deadlines.

Solution

Softcat began with a discovery-led approach, working closely with TalkTalk Consumer to understand stakeholder priorities, operational needs, business objectives and future ambitions. Through workshops and market assessment, Softcat captured functional and non-functional requirements, evaluated multiple platforms and provided independent recommendations based on the customer’s needs. HaloITSM was selected for its flexibility, ease of adoption, integration capabilities, low-code architecture and commercial fit, with Softcat continuing to support commercial negotiations, business case development and implementation planning.

Discovery-led market assessment aligned technology decisions with business outcomes.
Independent vendor evaluation provided objective recommendations and reduced decision-making risk.
HaloITSM was selected and deployed through a structured programme that supported aggressive delivery timelines.

Results

The project enabled TalkTalk Consumer to establish an independent service management capability, meet critical deadlines and transition away from its previous environment. The new platform aligned more closely with the organisation’s own requirements, creating opportunities to simplify processes, increase automation and improve user experience. TalkTalk Consumer also benefited from a responsive implementation approach, simpler administration and a platform that supports current operational requirements while providing a foundation for future growth, automation and service improvement.

Successful platform transition delivered within aggressive separation timelines.
Simplified service management environment with strong integration and automation capabilities.
Reduced operational complexity and lower total cost of ownership compared with alternative approaches.

Softcat have been so helpful and instrumental in our success, not only with our ITSM and the Halo product, but also a number of other business challenges.

Sion O'Hare

Head of Technology, TalkTalk Consumer