IT service management has gained prominence at BRK Ambiental , one of the largest private sanitation companies in Brazil, with a presence throughout the country. In 2023, with the arrival of new leadership, the company made an even stronger commitment to operational efficiency. The challenge was clear: to review costs, eliminate waste, and optimize processes across all fronts, including in the technology area.
In this context, IT Governance played a key role. Led by Daniel Rocha, the department was responsible for guiding the transition to a new ITSM platform that aligned with the company's strategic guidelines without sacrificing performance, reliability, and security.
The need for a new ITSM solution
BRK was already using ServiceNow, one of the most established ITSM platforms on the market. However, the new phase required a more strategic approach to IT service management , with a solution more aligned with the company's current needs, offering smarter costs, greater flexibility in use, and a real focus on results.
The decision was to take the most challenging path: to open a formal request for proposals (RFP), evaluate alternatives, and promote a complete migration. With support from Gartner, recommendations from partners, and a thorough market analysis, BRK chose the HALOITSM platform , which stood out for its technical capabilities, competitive licensing model, and ease of adoption.
HALOITSM Brazil as a transformation partner
To ensure the success of the change, BRK relied on HALOITSM Brazil as a strategic partner. The HALOITSM Brazil team led the transition project with a consultative approach, a focus on results, and deep technical expertise.
Replacing a robust platform with a lighter solution required planning, rigorous technical validations, and the involvement of various areas within BRK. The project's complexity reflected the importance of ensuring a secure transition in IT service management without compromising operational continuity. According to Daniel Rocha, the process was challenging, but the support from HALOITSM Brazil and their experience with the new solution made all the difference.
"The experience and simplicity provided by HALOITSM greatly helped us in the process of restructuring BRK's strategic processes, making user adoption even faster."
Concrete results in record time
In just 12 months after the implementation of HALOITSM, the results were already visible, both from an operational and financial point of view. The flexibility in the use of licenses and the autonomy offered by the new platform contributed to making IT service management more fluid, efficient, and connected to business needs.
The concurrent licensing model allowed BRK to allocate resources more intelligently, reducing waste and optimizing investments. Furthermore, the IT team gained agility in resolving calls, visibility into critical indicators, and greater ability to adapt to the demands of the regulated and dynamic environment of the sanitation sector. The rapid adoption of users also reinforced the success of the new solution, demonstrating that it is possible to innovate safely, generate value, and promote real gains in a short period of time.
Among the main gains in IT service management, the following stand out:
- Optimization of operational costs with licensing;
- Greater flexibility and intelligence in access management;
- Faster and more engaged user adoption;
- Evolution in the maturity of IT processes.
Next Steps: AI and Automation to Scale Efficiency
With a solid foundation built, BRK is already envisioning the next advancements in IT service management . The company intends to expand the use of the HALOITSM platform, focusing on process automation and the application of artificial intelligence resources, paving the way for an even more scalable, intelligent operation aligned with the demands of the sector.
“We are very happy with the results and benefits captured in such a short time of using the platform.” — reinforces Daniel Rocha.
HALOITSM Brazil: more than a supplier, a partner in evolution
More than just implementing tools, HALOITSM Brazil acts as a strategic partner to companies in various sectors throughout Latin America, bringing modernization and automation to its clients' IT operations. In the case of BRK, this partnership resulted in tangible gains in performance and cost savings, as well as opening up opportunities for continuous innovation.
Efficient, flexible, and results-oriented IT service management is what visionary companies are seeking to face current challenges. If this is also the path your organization is taking, count on HALOITSM Brazil to guide your transformation journey with expertise, technology, and a focus on what truly generates value.
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