A Phased Approach to ITSM Modernization: Lessons from Halifax WaterService

Halifax Water recently completed a strategic migration from a legacy ITSM system toward a more scalable and modern user-centric ITSM solution as part of its IT Service Management (ITSM) modernization initiative. This transition aimed to enhance service delivery, streamline workflows, and align with ITIL best practices.

The project followed a phased approach: establishing governance and service definitions, implementing a minimum viable product (MVP) to replace legacy systems, and planning for future optimization. Key activities included data migration, role-based access provisioning, implementing change requests and offering an employee self-serve portal. The migration delivered improved user experience, faster ticket handling, and robust reporting capabilities, positioning Halifax Water for greater efficiency and scalability in IT operations.