HaloITSM vs. SuperOps.ai

If you want a value for money full system, which you could use out of the box then this is the one for you. If you want a system that can take care of tasks then this is the one for you. [HaloITSM] is easily scalable with very competitive pricing. New features are added regularly based on best practices and customer requirements.

Incentivized

SuperOps.ai is positioned to be and continues to move itself in ways to be the best MSP platform available. Their PSA is so easy to work with it could easily reach past the IT industry as a service delivery platform for nearly any other vertical utilizing service professionals. SuperOps.ai doesn't work well for companies requiring complex tax assessment and calculations like telcos. They are slated to address this in the near future. (Written in 07/2024)

Incentivized

• The Self Service Portal is very easy to configure and the end-users have commented on how easy it is to log and manage their own calls.
• Asset and User Management works very well and it is simple to link them to tickets. Looking up ticket history for particular Users or Assets is also very useful.
• The ability [to] use different ticket types and templates is fantastic. The added ability to merge and clone tickets is also a great benefit.

• RMM automations
• Innovative multitasking via tab layout
• Scripting outputs and feedback
• Pace of development
• Accessibility of staff, support, and community
• Contract mangement

Incentivized

• Support for M365 \ Power Platform, Power Bi reporting in particular
• Feel the asset management side of the product is not as good as the ticket management
• Support is excellent but maybe an old school user forum where other admins can share and discuss ideas

• Unreliable uptime – Frequent outages disrupt operations.
• Poor support – Slow response times and unhelpful assistance.
• Limited integrations – Lacks compatibility with key third-party tools.
• Buggy interface – Glitches make navigation frustrating and inefficient.
• Downtime all the time

Its simple and intuitiuve - requires minimal training to get people in and working at speed

In my opinion, SuperOps.ai is unreliable and inefficient. I feel frequent downtime makes it impossible to access critical data, and when issues arise, support is slow and unhelpful. In our case, we repeatedly requested access to backups, but they failed to provide a solution, leaving our business paralyzed during outages. Instead of streamlining operations, I believe it created more problems and wasted our time.

I've made overall positive experiences with the Halo support. The only thing to increase would be some follow ups on feature requests. If someone would reach out to me, telling me wheter or not my feature request will be considered in future updates or not.

Incentivized

HaloITSM offered the highest level of functionality, available as standard, at our price level. Halo support during our trial period was second to none and unrestricted. We had a list of deciding factors covering the most important areas of functionality and HaloITSM covered all of these.

We haven't seen this pace of development or support from any other player in the market both newer entrants and veteran competitors alike

Incentivized

• It enabled us to allow our Service Desk Staff to work from home during COVID and this has continued ever since.
• We have halved our average resolution time.
• Some of the automation processes, when implemented alongside the MS Power Platform, have saved approximately 30 hours a month. This includes times when customers were unable to access the system until they had been trained. This is now automated via Halo and they get sent to on-demand training, instead of waiting up to 3 weeks for the next scheduled session.

Incentivized

• Wasted time and resources – Constant troubleshooting reduced productivity.
• Loss of revenue – Downtime and system failures disrupted client services.
• Increased operational costs – Had to invest in alternative solutions due to platform issues.
• Negative client impact – Poor performance damaged trust and credibility with customers.