About Bellevue Gold
Bellevue Gold Limited is an Australian gold mining company focused on the exploration and development of high-grade gold deposits. Based in Western Australia’s Goldfields region, their flagship Bellevue Gold Project is one of the country’s highest-grade gold mines.
The Challenge
At Bellevue Gold, the IT team wasn’t just dealing with technical issues – they were battling inefficiency. With an 8-6 shift roster, keeping track of tickets and ensuring the right people handled them at the right time was a constant struggle.
The existing system made everything harder than it needed to be. Manual ticket assignment was clunky and slow, and the lack of visibility meant issues were easily overlooked. The workflow processes were rigid, difficult to adapt, and with limited portal functionality, tickets frequently got lost in the void – end-users couldn’t even reply through the portal, leaving agents chasing information through endless email chains.
IT support shouldn’t be a guessing game, but that’s exactly what it felt like. The reliance on email created a frustrating back-and-forth just to get the details needed to solve even simple requests. And it wasn’t just ticketing – onboarding new users was another major time sink. Without automation, setting up accounts, configuring permissions, and assigning licenses was a manual, hour-long process for each employee, pulling IT away from more critical tasks
Without automation to lighten the load, everything took longer than it should.
Nathan Matchett, System Administrator, had seen what Halo could do in a previous role. He knew that IT workflows didn’t have to be this painful and that the right system could turn chaos into control.
The Solution
HaloITSM was the game-changer Bellevue Gold needed. With its powerful automation, flexible workflows, and a self-service portal, the IT team could finally eliminate the bottlenecks that had been slowing them down.
The first phase of implementation focused on ticketing and workflow automation, making visibility and reassignment effortless – a must for their shift-based IT team. Instead of manually tracking tickets, agents could drag and drop assignments, ensuring issues were handled by the right person at the right time. The self-service portal allowed end-users to submit tickets with all the necessary details upfront, cutting down on email back-and-forth and improving accuracy.
A key transformation was automating the entire employee lifecycle, including both onboarding and offboarding. However, this wasn’t a simple task: Bellevue Gold operates a hybrid IT environment, using both on-prem and cloud-based systems. This posed a challenge for automation, as user accounts needed to be created on-prem first before syncing across to cloud services like Azure.
To solve this, the IT team built a custom workflow in HaloITSM that seamlessly integrates with both environments:
- HR submits a ticket in Halo and triggers an automated workflow.
- The system creates the user account in the on-prem Active Directory, ensuring security policies are applied.
- The account syncs to Azure, automatically assigning the correct permissions, security settings, and licenses.
"Now, we just click a button, and it’s done. Before, it could take over an hour per user -especially with the number of users we have"
– Nathan Matchett
But the transformation didn’t stop at IT. Seeing the potential to streamline other areas of the business, Bellevue Gold has now enrolled their facilities team, moving them away from an email-based support desk and into structured workflows – laying the foundation for even greater automation across the company.
Results
With HaloITSM in place, Bellevue Gold has transformed the way their IT team operates- saving time, increasing efficiency, and improving visibility across their service management processes.
One of the biggest wins has been reducing manual workloads. By automating onboarding and offboarding, the IT team now saves an average of 17 hours per month, freeing up resources for more strategic tasks. The shift-based nature of their operations also required seamless ticket reassignment, and with Halo’s drag-and-drop functionality, reassigning tickets has become effortless. Since implementation, 46% of service requests have been reassigned, ensuring that tickets reach the right team member without delays.
The self-service portal has also had a major impact, significantly reducing reliance on email-based support. With highs of 94% of requests now being processed through the portal, end-users can submit tickets quickly with all the necessary details, allowing IT to resolve issues faster and more efficiently.
Beyond IT, Bellevue Gold is seeing the broader potential of HaloITSM across the business. The facilities team, previously relying on email-based support, has now moved their workflows into Halo – creating a more structured and transparent request management system.
"The team has been great and extremely helpful, especially in creating some of our tailored workflows and automations. Everyone seems really knowledgeable—we can give them an idea of what we want, and they translate it into reality."
– Nathan Matchett
With better visibility, faster processes, and increased adoption across departments, HaloITSM has not only improved IT operations at Bellevue Gold but has laid the foundation for further automation and efficiency across the company. As more teams experience the benefits, Bellevue Gold is continuing to explore new ways to expand Halo’s capabilities, unlocking even greater efficiencies across the business.
