Sidney Sussex College went live on Halo ITSM in Q1 2026, replacing a legacy osTicket setup with a structured, modern service management platform.
Allied ESM delivered the implementation — bringing structured incident management, a self-service portal, and the operational foundations the College's IT team needed to manage and grow the platform independently.
A great result for the team and the wider university community they serve.
The challenge Sidney Sussex faced is one we see regularly in higher education: IT teams carrying significant operational burden with tooling that was never built for structured service management. osTicket handles basic ticket logging well, but it doesn't provide the framework for categorised incident handling, SLA management, or the reporting a modern IT function needs to demonstrate performance and justify investment.
Halo ITSM addressed all of that without introducing complexity the team didn't need. The self-service portal gives staff and students a clear, consistent place to log requests and check progress. The incident management structure means the team operates the same way regardless of who picks up a ticket. And critically, the platform is owned and configured entirely in-house — Allied ESM hands over something the team can actually run independently, not a system that requires ongoing consultancy to keep it working.