How Toowoomba Grammar School reawakened their mantra of automation and simplification with HaloITSM’s powerful solution

Requirements

• Track issues across the entire school in order to allocate resources appropriately and determine pain-points
• Manage SLAs and hold the IT department to account for the responsiveness of tickets
• Increase and standardise communication to customers (students, staff and parents), all of which have different needs
• Integrate key systems including single sign-on functionality
• Have management reporting capabilities to keep track of the above areas.​

Solution

Handling over 700 requests per month, our single, centralised ITIL-aligned system has overhauled the daily working lives of the IT department. They have been able to apply better communication, tracking and resourcing, resulting in improved IT Governance.

About Toowoomba Grammar School

Toowoomba Grammar School was established in 1875 and is recognised as one of the premier boarding schools for boys throughout Australia.

Their IT department has a mantra of ‘Automation and Simplification’, which we believe should be at the core of many IT teams across the world. For many years, they have been using a Sharepoint helpdesk system they built in-house. However, as time has passed and technology evolved, they began to see how their helpdesk was no longer aligning with their mantra.

The Challenge

Their current helpdesk system was rudimentary and lacked significant features required. The IT department wanted better visibility and accountability over their helpdesk. Alongside this, they were searching for a system which was simple yet overflowing with essential, powerful features.

They needed to be able to:

• Track issues across the entire school in order to allocate resources appropriately and determine pain-points
• Manage SLAs and hold the IT department to account for the responsiveness of tickets
• Increase and standardise communication to customers (students, staff and parents), all of which have different needs
• Integrate key systems including single sign-on functionality
• Have management reporting in order to keep track of the above areas.​

With these points in mind, the IT department compared various ITIL-aligned solutions and came across HaloITSM. Offering an intuitive, robust and cost-effective solution, Toowoomba Grammar School utilised our free trial to further explore our capabilities.

“Life before HaloITSM was frustrating. HaloITSM is now the keystone to our IT department. The support is second to none. They listen to requests and even submit them for development. What an amazing company”.

Max Matacchioni,
Software Systems and Projects Coordinator