#1 most frequent
United States of America
48.1%129 installations of 268
What is HaloITSM?
HaloITSM provides ITIL aligned help desk software that can be installed on premise or in the cloud. Boasting over 25 years of experience, HaloITSM has been developed to offer a feature rich application whilst maintaining a simple to use interface. Features include: Incident Management, Problem Management, Change Management, Asset Management, Service Catalogue, Telephony Integration, as well as the best of breed mobile apps.
The vendor describes the following five differentiators:
1. Software tailored to the user's business (Customizable)
2. Value (All-Inclusive Service Desk Solution)
3. Suitable for organisations of all sizes and from any industry
4. Customer centric
5. Seamless migration process
The vendor describes the following five differentiators:
1. Software tailored to the user's business (Customizable)
2. Value (All-Inclusive Service Desk Solution)
3. Suitable for organisations of all sizes and from any industry
4. Customer centric
5. Seamless migration process
Categories & Use Cases
Media
1 / 5
Screenshot of Halo ITSM
Top Performing Features
Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Category average: 8.5
Service restoration
Impact assessment and automated fixes for common problems
Category average: 8
Change requests repository
Single repository of all planned changes and releases
Category average: 8.5
Areas for Improvement
Policy and contract enforcement
Ensuring that requesters have eligibility before fullfullment
Category average: 7.7
ITSM reports and dashboards
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
Category average: 7.9
Asset management dashboard
Dashboard showing organization's software portfolio
Category average: 8.1
Who Buys & Uses HaloITSM
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
26.5%71 installations of 268
#3 most frequent
Canada
9.3%25 installations of 268
HaloITSM, so flexible that quickly adjusts to your business
Use Cases and Deployment Scope
A tailor-made platform that offers everything that our company and clients expect and need in order to give continuity to operations capable to transform our current ways of working into intuitive, up-to-the-minute workflows. Encompasses all of the activities involved in delivering IT to the business.
Pros
- Faster resolutions
- Self-service portal
- Apps integration
- Change Management
Cons
- More integration with other platforms such as ServiceNow, among others...
Return on Investment
- Each user, who uses IT equipment, is part of a value chain that results in delivering products and services
- Ensure business process is not broken.
Great tool, packed with functionality. Great support staff.
Use Cases and Deployment Scope
HaloISTM was chosen to replace our Zendesk offering. We needed a full ITSM system that was easy to configure but still offered a great opportunity to adapt to our needs. Service assurance and cost tracking are very important to us and HaloITSM facilitate these for us.
Pros
- Incident/Request Management
- Halo Support
- Value for money
- Consultant knowledge
- Reporting
- Integrations
Cons
- Online Training Documentation
- Dashboards
Return on Investment
- Provides a very effective web portal
- Combines ticketing, user and asset management in one place
- Allows us to implement our own processes
Alternatives Considered
Freshservice, ServiceNow IT Service Management, SolarWinds Service Desk (SSD), Alloy Navigator, SysAid and ManageEngine ServiceDesk Plus
Halo - Efficiently support and manage your business
Use Cases and Deployment Scope
In our organisation, we use Halo as a ticketsystem, Knowledge Base, CMDB, Asset Management and Resource booking software. The ticketing and knowledgebase are the core functions. We provide a lot of knowledgebase articles for our teachers and students, but if the KB doesn't give them the answer to their problem, they open up a ticket and we support them. Most of our businessporoblems probably are user related problems and are often asked like "how to..." We get around 20 tickets per week.
We also provide a booking service for our users where they can set up reservations for our hardware.
We also provide a booking service for our users where they can set up reservations for our hardware.
Pros
- Ticketsystem
- Resource booking
- Support times (they get back to you for your questions within reasonable time)
- Support quality
- New feature releases
Cons
- software licensing
- create custom views within the CMDB
Return on Investment
- reduces unnecessary questions
- provides a better overview for assets
Alternatives Considered
Freshservice, Atlassian Jira Align (formerly AgileCraft) and TOPdesk
Other Software Used
Microsoft Teams, Microsoft SharePoint
Excellent product; excellent value for money
Use Cases and Deployment Scope
We initially purchased HaloITSM to replace our previous SDMT. It was designed for use primarily to log and manage Service Desk tickets with a degree of asset management and other core ITIL processes.
Pros
- Ability to configure to tailor to your specific needs
- Excellent integration with other sources (e.g. Active Directory, SCCM)
- Easy to use interface
Cons
- Some of the dashboards / reporting a bit clunky
Return on Investment
- Supports our processes rather than process being written to support the tool
Alternatives Considered
ManageEngine ServiceDesk Plus and InvGate Service Desk
HaloITSM - An excellent product that's greatly helped our IT help desk functionality
Use Cases and Deployment Scope
We decided to use HaloITSM as our IT service desk software as we were impressed with the feature set, pricing, and the customisation. Initially we used it for ticketing/incident logging but over the year we have been using it we have now implemented the dashboard, asset management, authorisation workflows, front end portal/self-service portal, Project management, Contract management, Service level agreements and custom reporting. Halo has plenty of depth in the customisation across all feature sets, sometimes due to the number of options it can get confusing, but the Halo support team and onboarding team are always quick and happy to help. There is also a good amount of integration into other applications. We use integration into Lansweeper, Azure, PowerShell which gives us some level of automation and takes away manual processes. The pre created reports offer a lot of variety, custom reports can be written but you do need some SQL knowledge.
Pros
- Good feature set
- Simple to use but plenty of customisation
- Pricing is simple
- Plenty of new features being added.
Cons
- Contract maintenance with suppliers still has very limited options
- Project Managment could be better
Return on Investment
- Improved Helpdesk operations
- Improved reporting to show to directors
- Automation to add value to the business
Alternatives Considered
Spiceworks Help Desk and ConnectWise Manage
