Granite School District: Automating Support for 100+ Schools
How a K–12 district transformed service delivery across IT, HR, and AV teams with HaloITSM
Introduction
Granite School District supports over 63,000 students and nearly 10,000 staff across 100+ schools. The IT team manages 133,000+ assets and a wide range of technology infrastructure including laptops, smartboards, printers, and gradebook systems. As demand increased, their homegrown system couldn't keep up—manual processes, disconnected systems, and a lack of automation caused delays and inefficiencies.
The Challenge
With over 133,000 assets across three disconnected systems and no automation in place, Granite’s IT team was overwhelmed. Even routine access requests, like printer or folder permissions, were handled manually—causing delays of hours or even days.
The situation was compounded by audit findings and pressure from other departments like AV and HR, who also needed structured workflows. Onboarding delays from HR not being part of the system, and lack of visibility across school-funded projects, added friction. Granite needed a centralised, automated platform to handle service management at scale.
"In the past, a teacher would submit a request and someone on our end would have to manually find them, check their permissions, and update the group. That could take a couple of hours. Or a couple of days."— Scott Graves, Service Desk Manager
The Solution
Granite chose HaloITSM for its flexibility, native integrations, and ease of configuration. The platform integrated with Active Directory, Azure, Entra ID, SQL Server, Ivanti, and ViewSonic. More than 180 agents now use Halo to manage services district-wide. Access requests—once handled manually—are now fully automated with PowerShell scripts. HR was brought into the platform, linking workflows directly to employee records and speeding up onboarding. Documentation was also consolidated into a central knowledge base. Created by tech coaches and reviewed for clarity, the articles empower staff to self-solve issues and reduce load on the service desk. Other departments like AV, Special Education, and Accounts also use Halo to manage their workflows, approvals, and budget tracking.
"We were probably doing 30 to 40 of those requests a day manually. Now they’re getting resolved in a couple of minutes. That’s been one of the biggest selling points for people using Halo."— Scott Graves, Service Desk Manager
Granite's self-service portal has become the primary way users log tickets—streamlining submissions, improving data quality, and cutting down on triage. The AV team uses dedicated forms and workflows for installations, HR links directly to onboarding records, and the knowledge base sees high monthly engagement from both staff and agents. HaloITSM became the operational backbone across multiple departments.
The Results
Since adopting HaloITSM, Granite has drastically improved resolution times, service consistency, and operational visibility across the district. Automation and self-service have empowered staff and reduced manual workloads for support teams.
Some key improvements include:
- Access requests now completed in minutes instead of days, saving 2+ hours of technician time daily
- 30–40 daily requests fully automated
- HR onboarding is faster and more accurate through integrated workflows
- 2,500 portal tickets submitted monthly vs. 730 via email
- CSAT score of 95.91% from over 12,000 responses
- 2,000+ monthly article views by staff and 800 by agents
- Over 133,000 assets tracked, 99% synced automatically
- Manual admin access reduced from 100+ accounts to one secure service account
- 141 live services spanning IT, HR, AV, Special Education, and Tech Support
HaloITSM has helped Granite School District unify service delivery across IT, HR, AV, and more. With automation uptake continuing to grow, the platform supports district-wide operations efficiently—freeing staff to focus on what matters most: education.