HaloITSM

Score9.1 out of 10

14 Reviews and Ratings

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

Categories & Use Cases

Media

1 / 5

Screenshot of Halo ITSM

Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Category average: 8.4
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

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

Philippe Dudley

Head of IT Service Delivery in Engineering at TECNASA (501-1000 employees employees)

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.

Ashley Brown

IT Services Delivery Manager in Information Technology at Uniserve Group (501-1000 employees employees)

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

Isabelle Hufschmid

ICT Supporter in Information Technology at Berufsschule Lenzburg (51-200 employees employees)

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.

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

Richard Aylin View profile

Analyst in Information Technology at Embark Group (501-1000 employees employees)

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

Mark Sawyer

Infrastructure Manager in Information Technology at Clarke Transport (201-500 employees employees)

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.