Case Study: Camden improves school IT support and cuts P3 resolution times with HaloITSM

64 Schools, One Solution Transforming Camden Schools with Halo

The London Borough of Camden's IT team faced the significant challenge of supporting 64 schools with inconsistent, manual processes for logging service requests. This lack of structure and visibility made it difficult to prioritize work and scale efficiently, placing strain on both the IT team and educators. To address this, they turned to the vendor Halo and implemented its HaloITSM platform.

Halo's solution centralized all IT support into a single, user-friendly self-service portal and introduced powerful workflow automation to categorize and route tickets. This eliminated manual triage and provided the IT team with greater visibility across all schools. The measurable results were substantial: automation now manages every request and P3 resolution times improved by 39%, falling from 41.1 hours to 25.0 hours. This has allowed teachers to report issues quickly and return to teaching, while the IT team can allocate resources more effectively.

Camden

Pamela Colbert

Service Desk Management Specialist