About
bonÀrea is an agri-food group headquartered in Guissona (Lleida, Spain), managing the entire value chain from livestock breeding and production through to distribution and direct retail. The company operates more than 600 stores and over 20 business areas, with a presence across Catalonia, Aragon, Valencia, and Madrid. bonÀrea continues to expand its operations with new production and logistics facilities in Épila (Aragon).
The Challenge
With more than 20 business areas and distributed IT teams, bonÀrea managed incidents and assets differently across each area. The lack of shared processes and tools made it difficult to gain a global view of the IT environment and to understand relationships between incidents across departments. Asset management, largely based on spreadsheets, made it challenging to maintain a reliable inventory of thousands of devices and servers spread across production, logistics, and commercial sites.
In addition, users contacted IT through multiple channels, including Teams, email, phone, or even in person. This made it harder to prioritise requests and maintain consistent tracking. In an environment with a high operational dependence on IT, this fragmentation limited the team’s visibility, control, and overall efficiency.
"We didn’t know whether one incident might be related to another, and that prevented us from having the level of control we needed.”
- Jordi Noguera, Head of IT Operations
The Solution
HaloITSM enabled bonÀrea to bring together processes that had previously been distributed across different areas and teams into a single platform. The implementation was quick, allowing the organisation to adopt the tool without disrupting day-to-day operations. Through shared workflows, the IT team unified incident management, clearly distinguishing between incident types and priority levels, and establishing a consistent way of working across the organisation.
Asset management was also standardised. Devices and servers are now managed through a centralised, traceable inventory, integrated with existing tools such as Intune to automatically populate asset information. In addition, user communication was consolidated into a single service portal (CAU), bringing together requests that previously arrived through multiple channels and leveraging the CAUet chatbot to resolve questions and reduce unnecessary requests.
"With Halo, we’ve been able to unify how we work and bring order to processes that were previously handled differently in each area, so the whole organisation operates in the same way.”
- Jordi Noguera , Head of IT Operations
The Results
With HaloITSM, bonÀrea has consolidated IT management across the organisation, gaining greater operational control and consistency in a highly complex environment.
- More than 20,000 tickets managed per year through a single, centralised system, improving visibility over workload
- Faster resolution times reported by users
- Unified visibility of incidents and requests across business areas
- Centralised, traceable inventory for managing thousands of devices and servers, integrated with Intune
- A single service channel (CAU) that simplifies and organises user communication
- Support for over 190 technicians using approximately half the number of licences, delivering significant cost savings through concurrent licensing
- Greater operational consistency through shared workflows across the IT team
"User feedback has been overwhelmingly about faster resolution times, and we’re very happy with the results.”
- Francesc Rodríguez, Systems Administrator
With several business areas interested in adopting the platform, bonÀrea plans to extend the use of HaloITSM beyond the IT team.