About
Berufsschule Lenzburg is a vocational school in Switzerland, equipping students with the practical skills and knowledge they need to enter the workforce. With hundreds of staff and students relying on digital services every day, the school’s IT team plays a crucial role, ensuring devices are ready, systems are accessible, and teachers can focus on education rather than troubleshooting technology.
The Challenge
The school initially relied on Freshdesk for its IT service management. However, the platform did not fully meet their requirements and gradually became difficult to manage. Despite multiple escalations, several critical issues remained unresolved. As a result, the IT team often lacked the support they required, while staff and teachers experienced difficulties accessing the system as intended.
“We raised tickets with support, but unfortunately the issues persisted. Over time, the number of problems increased, and overall, the experience was not as positive as we had hoped.”
– Isabelle Hufschmid, IT Specialist
On top of this, there was no clear way to track recurring problems, manage devices, or centralise knowledge for users. With poor vendor support and no visibility into service performance, the team needed a dependable platform, and a partner who could help them move forward.
The Solution
Berufsschule Lenzburg trialled several alternatives before selecting HaloITSM, but each came with major inconveniences or missing functionality. Many platforms required separate licences for essentials like ticketing, CMDB, or knowledge base features, driving up costs and adding complexity. HaloITSM stood out as the only solution that could deliver all requirements in one platform under a single, transparent licence.
Implementation was handled directly by the school’s IT team with support from Halo when needed. Despite being new to ITSM, Isabelle was able to configure the system quickly and refine it over time. Templates were introduced to handle repetitive requests, Intune integration automated device tracking, and workflows were set up to streamline day-to-day support for teachers and staff.
The Results
With HaloITSM in place, Berufsschule Lenzburg has achieved tangible improvements across IT operations:
- Trusted support – unlike their previous vendor, Halo provides responsive and helpful support, with issues resolved quickly.
- Strength in community – the IT team now relies heavily on Halo’s Community forum, where questions are answered within days and feature requests often turn into reality.
- Efficiency gains – templates and automations make ticket handling faster for staff and teachers, while Intune integration ensures accurate device records.
- A growing knowledge base – with 338 articles available to staff and teachers, the school is building a central hub of knowledge. By tracking which users have viewed content, the team can measure adoption and encourage greater self-service.
- Smarter asset management – Halo’s CMDB allows the IT team to see which assets generate the most tickets, helping them identify problem devices, spot trends, and make better purchasing or replacement decisions.
"The support is great, but the Community forum is just as important. You can ask a question and within a day or two, you’ll have an answer. I’ve also suggested features, and a number of them have already been released. It’s amazing to see that kind of engagement.”
-Isabelle Hufschmid, IT Specialist
For Berufsschule Lenzburg, Halo isn’t just a replacement for Freshdesk. It’s a dependable partner backed by a strong community, helping the IT team deliver reliable support to staff and students while building a more efficient, future-ready IT service.