Modernising Service Management to Support London Business School
Project at a Glance
London Business School wanted to modernise its enterprise service management approach as part of its wider operational excellence and digital transformation ambitions, with a platform that could support evolving reporting, integration, automation and service expansion needs. Softcat helped London Business School reassess its service management landscape through independent workshops, bespoke reporting and a structured vendor evaluation, enabling the School to select Halo and achieve smoother adoption, improved efficiency, increased self-service use and growing demand for enterprise-wide service management.
higher self-service adoption
teams waiting to be onboarded
Challenge
As London Business School advanced its ambitions around operational excellence and digital transformation, the enterprise service management team saw an opportunity to invest in a platform that could scale with the organisation’s future vision. The School wanted greater reporting flexibility, a service management model that could extend beyond IT, and stronger foundations for integration, automation and future AI-enabled ways of working.
Critical Success Factors:
1
Global Business Education
Global postgraduate and executive education institution.
2
Complex Service Needs
Operates across multiple campuses and departments with diverse service needs.
3
Global Community Support
Technology services support staff, faculty, students and participants as well as a global alumni community.
Solution
Softcat supported London Business School by taking a holistic view of its service management environment before making any vendor recommendations. Through comprehensive IT service management workshops with technology and security stakeholders, Softcat captured operational and cultural requirements, produced a bespoke report, and presented a structured shortlist of platforms so the School could evaluate vendors consistently and confidently select Halo.
- Independent ITSM workshops to capture operational and cultural requirements
- Bespoke reporting to support informed, transparent decision‑making
- Structured vendor evaluation aligned to higher education needs
Results
The move to Halo delivered immediate benefits for London Business School, with smooth adoption across teams, an intuitive experience for agents and administrators, and a significant reduction in configuration effort. The platform helped the team manage workloads more efficiently, route tickets directly to the right teams, increase self-service adoption and create momentum for wider enterprise service management across other departments.
- A clear understanding of operational and cultural challenges, not just tooling requirements
- A structured, impartial approach to evaluating the ITSM market
- Strong stakeholder engagement across technology and business teams
The workshops and the reports that came back from them were exactly what we’d discussed. You’d interpreted and understood our situation comprehensively.
Kim Merritt ESM
ESM Lead – London Business School