Camden Schools: Streamlining IT Support for 64 Schools
How Camden used HaloITSM to simplify support for educators and improve service performance across schools
Introduction
The London Borough of Camden supports IT services across 64 schools. With educators under time pressure, the central IT team needed to reduce friction in support while improving efficiency and visibility. Before HaloITSM, requests were handled informally—via phone or email—with no standardised process, which made scaling difficult and reduced support quality.
The Challenge
Camden’s central IT team faced increasing pressure as demand for support grew. With no consistent logging method, no structured triage, and limited cross-site visibility, it was hard to track, prioritise, or manage incidents. Teachers were using phone or email, with inconsistent results and no clear support experience.
The lack of standardisation also made it impossible to scale effectively or understand performance across the 64 schools. Camden needed a centralised, intuitive platform that made life easier for staff and gave the IT team the structure and visibility they needed.
"We wanted to simplify the process so that educators didn’t face any unnecessary challenges with the system."— Pamela Colbert, Service Desk Management Specialist
The Solution
In 2017, Camden rolled out HaloITSM as the central support platform for all schools. The foundation was a user-friendly self-service portal, with one single form to log issues. Behind the scenes, a powerful automation engine categorised, prioritised, and routed tickets—removing manual triage entirely. Dashboards and reports were customised per school to help the team track volumes and spot patterns. For example, it became clear which schools logged significantly more tickets, enabling smarter resource allocation.
"We can now see what's coming in and respond accordingly. It's made a massive difference to how we work."— Pamela Colbert, Service Desk Management Specialist
The team implemented 1,235 automation conditions to handle all incoming requests. Performance has improved drastically, especially for P3 incidents—where resolution time dropped 39% over time. With consistent logging, categorisation, and automation, Camden has built a system that empowers teachers while keeping IT responsive and efficient.
The Results
Camden now delivers fast, consistent support to 64 schools, with a streamlined, scalable platform. Teachers can report issues in seconds and get back to the classroom, while the IT team benefits from full visibility and automated ticket handling.
Some key improvements include:
- 870 incidents logged per month via a unified self-service portal
- 1,235 automation conditions managing all triage and routing
- P3 resolution time improved by 39% (from 41.1 to 25.0 hours)
- Better visibility into site-specific performance and recurring issues
- Teachers experience minimal friction when logging issues
- High satisfaction among staff and consistent service delivery across all schools
HaloITSM has enabled Camden to create a proactive, scalable support model tailored for educators. With planned expansions into procurement workflows and a school-specific knowledge base, the platform is set to deliver even greater impact. Trend-based automation is also on the roadmap, allowing the team to catch recurring problems early and improve outcomes across the board.