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HaloITSM has been praised by users for its ability to meet their company and clients' expectations, transforming their workflows into …
Starting at $49 per month per user
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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.…
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Popular Features
- Subscription-based notifications (12)8.686%
- Self-service tools (11)8.686%
- Organize and prioritize service tickets (12)8.686%
- ITSM reports and dashboards (12)7.777%
Pricing
On Premise
$49
On Premise
per month per user
Cloud
$49
Cloud
per month per user
Entry-level set up fee?
- Setup fee optional
For the latest information on pricing, visithttps://haloitsm.com/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $49 per month per user
Product Demos
Scheduled Tickets | HaloITSM | SYS
YouTube
HaloITSM - Extended Tech Talk - What's new July 2022
YouTube
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Product Details
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- FAQs
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
HaloITSM Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Service restoration
- Supported: Self-service tools
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: ITSM reports and dashboards
ITSM asset management Features
- Supported: Configuration mangement
- Supported: Asset management dashboard
- Supported: Policy and contract enforcement
Change management Features
- Supported: Change requests repository
- Supported: Change calendar
- Supported: Service-level management
HaloITSM Screenshots
HaloITSM Videos
HaloITSM in a Nutshell
Workflows in HaloITSM
HaloITSM Integrations
- Lansweeper
- Jira Software
- 3CX
- Act! CRM
- Bugzilla
- Meta Business Suite
- Kaseya Network Monitor, on Kaseya VSA
- Kashflow
- N-able MSP Manager
- PagerDuty
- PayPal Payments Pro
- QuickBooks Desktop Pro
- QuickBooks Online
- Skype
- Slack
- Xero
- Microsoft Entra ID
- AnyDesk
- TeamViewer
- Sage 50cloud Accounting
- Skype for Business, now part of Microsoft Teams
- ConnectWise Automate
- Microsoft Teams
- Microsoft Dynamics 365
- Microsoft Power BI
- LogMeIn Rescue by GoTo
- RingEX
- Google Workspace
- Zapier
- Google Calendar
- Datto RMM
- Microsoft System Center Configuration Manager (SCCM)
- Splunk
- Office 365
- Azure DevOps
- Beyond Trust
- Azure
- ADFS
- Orchestrator
- Powershell
- Outlook
- Azure Automation
- Cisco
- GoIntegrator
- Continuum
- Ninja RMM
- Act
- Salesforce
- Okta
- Centrify
- Varibill
HaloITSM Competitors
- Freshservice
- Cherwell Service Management
- Hornbill Supportworks ITSM
- ServiceNow IT Service Management
- TOPdesk
- Jira Service Management
- Solarwinds Service Desk (formerly Samanage)
HaloITSM Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Linux, Mac |
| Mobile Application | Apple iOS, Android, Windows Phone, Blackberry, Mobile Web |
| Supported Countries | Global |
| Supported Languages | English, French, German, Spanish, Italian, Dutch, Mandarin and more. |
Frequently Asked Questions
HaloITSM starts at $49.
Freshservice, Cherwell Service Management, and Hornbill Supportworks ITSM are common alternatives for HaloITSM.
Reviewers rate Service-level management highest, with a score of 9.
The most common users of HaloITSM are from Mid-sized Companies (51-1,000 employees).
HaloITSM Customer Size Distribution
| Consumers | 5% |
|---|---|
| Small Businesses (1-50 employees) | 25% |
| Mid-Size Companies (51-500 employees) | 30% |
| Enterprises (more than 500 employees) | 40% |
Comparisons
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Reviews and Ratings
(12)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
HaloITSM has been praised by users for its ability to meet their company and clients' expectations, transforming their workflows into intuitive and up-to-date processes. The platform encompasses various activities such as ticketing, knowledge base, CMDB, asset management, and resource booking software. Users have found the ticketing and knowledge base functions to be the core features of HaloITSM, allowing them to provide support to teachers and students through knowledge base articles and a ticketing system. The software also offers a booking service for hardware reservations, providing a convenient solution for users. HaloITSM has been used beyond ticketing, extending to areas such as problem management, project management, and report management, resulting in improved efficiency and time savings. It is highly regarded for its functionality, ease of use, and continuous development which make it a preferred choice over other systems in the market.
Efficient and Helpful Self-Service Portal: Many users have found the self-service portal to be efficient and helpful in resolving issues quickly. The portal allows customers to find solutions on their own, reducing the need for contacting customer support.
Seamless Integration of Various Apps: Several reviewers have appreciated the seamless integration of various apps within the system. This integration makes it easier for users to manage tasks and workflows efficiently by accessing all necessary tools from a single platform.
Effective Ticketing System: The ticketing system has received praise from multiple users for its effectiveness in managing and tracking incidents and requests. Additionally, users appreciate the ability to schedule tickets in advance, allowing for better planning and allocation of resources.
Cons:
- Lack of Integration with Other Platforms: Some users have mentioned that the integration with other platforms, such as ServiceNow, is lacking, which hinders their workflow and requires manual workarounds. They feel that more seamless integration would greatly improve their experience.
- Limited Software Licensing Options: Several reviewers have found the software licensing process to be limited and have expressed a desire for more options to better align with their organization's needs and budget. They believe that having more flexibility in licensing would be beneficial.
- Clunky Dashboards and Reporting Features: Many users have stated that some of the dashboards and reporting features are clunky and could benefit from improvements in terms of usability and customization. They find it difficult to navigate through the interface and suggest making these features more intuitive.
Attribute Ratings
Reviews
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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.
- Faster resolutions
- Self-service portal
- Apps integration
- Change Management
- More integration with other platforms such as ServiceNow, among others...
Score 10 out of 10
Vetted Review
Verified User
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.
- Incident/Request Management
- Halo Support
- Value for money
- Consultant knowledge
- Reporting
- Integrations
- Online Training Documentation
- Dashboards
March 05, 2022
Halo - Efficiently support and manage your business
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.
- Ticketsystem
- Resource booking
- Support times (they get back to you for your questions within reasonable time)
- Support quality
- New feature releases
- software licensing
- create custom views within the CMDB
March 03, 2022
Service Desk promise that delivers all that you ask for along with a few things you never knew you needed
Score 10 out of 10
Vetted Review
Verified User
As a company built on acquisitions, we had a
number of disparate solutions and teams that we wanted to bring together in
one, easy use, and easy-to-customize solution that fitted our business need,
rather than trying to fit our business to the structure of the solution. We needed one solution for IT, HR, Purchase Ledger, and Customer Service that also integrated with existing solutions and was ITIL compliant.
- Ticketing Structure
- The ticketing structure (allowing us to add custom fields and tables) and the process are quick, clean, and easy to adapt to our changing needs. Change requests are processed within a few hours (complex ones take longer, purely for testing), however, the whole solution is geared to customization and the more you work with it the more you get out of it
- SLA's
- Detailed SLAs for each part of the business, with multiple tiers, time frames, reporting, and alerting options - a different config for every team configured with a few simple clicks
- Time Management
- Excellent granular reporting that lets you drill in, both from a business perspective as to how many hours are being spent on different activities and from a support perspective, where are your teams spending their team.
- Reporting
- Excellent set of customizable reports (hundreds of them) along with a reporting tool (For which a little SQL does go a long way) and for those fiddly reports, free support is only a call away.
- Role Assignments
- Simple role assignments that make updating changes to teams and departments the work of minutes rather than days. Easy to apply and each person can have multiple roles. Simple but powerful and very sleek.
- Training Documentation
- Sometimes finding the right information on how to do something can take longer than doing it. Often resort to calling support to understand new functionality.
March 03, 2022
Excellent product; excellent value for money
Score 10 out of 10
Vetted Review
Verified User
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.
- Ability to configure to tailor to your specific needs
- Excellent integration with other sources (e.g. Active Directory, SCCM)
- Easy to use interface
- Some of the dashboards / reporting a bit clunky
February 24, 2022
Great, continuously improving product
Score 10 out of 10
Vetted Review
Verified User
We have recently rolled out HaloITSM to multiple areas of the business which has allowed us to create a central "hub" for all service issues and requests. Problem and change management is being used by our support services and has really allowed us to improve the management of issues and changes. The only downside to this product is [that] you cannot set tickets [to not] create new tickets on an email mailbox setup, it's an all or nothing checkbox.
- API Integrations
- Flexibility of functions
- Easy to configure
- User Friendly
- Further functions for individual mailboxes
February 21, 2022
Halo ITSM - Would not look anywhere else.
Score 10 out of 10
Vetted Review
Verified User
One of the best ITSM solutions I have used. It was good before but the product has had a revamp in recent years the web app is modern and easy to use, very customizable. It is used around the world in multiple cultures and the feedback is always how easy it is to understand and start using. If I have ever had to log a support call with Halo the service is excellent and a quick resolution is found.
- Easy to use
- Simple to customise
- Continually being developed, bring new features and integrations
- 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
January 25, 2022
HaloITSM - An excellent product that's greatly helped our IT help desk functionality
Score 9 out of 10
Vetted Review
Verified User
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.
- Good feature set
- Simple to use but plenty of customisation
- Pricing is simple
- Plenty of new features being added.
- Contract maintenance with suppliers still has very limited options
- Project Managment could be better
We use Halo for Incident, Change, and Asset Management. The original plan was for it to only be used by the IT Department to manage our Incident, Change, and Assets for internal and external customers. However, due to the ease of configuration, we expanded the usage to include our Facilities Team. The system is now used for monitoring live services (alerting staff automatically) and service catalog quoting (allowing the tracking of quotation status' and electronic approvals). Regarding management of our ISO27001 accreditations, through some basic configurations, we now track our ISO actions and report progress using Halo. There are other various aspects of Halo that we will be implementing but haven't gotten around to doing yet.
- Integrations - New integrations are added with each update.
- Support - The support team is excellent. Queries are resolved quickly and thoroughly.
- It's very easy to configure. When it was implemented we were amazed at how easy it was to set up a workflow in minutes rather than hours. It's highly customizable.
- Training - When the system was implemented the consultant assigned to us essentially took us through everything while she configured it. Therefore the training we received was bespoke to our requirements.
- A well-thought-out mobile app. You can do everything on the mobile version of the website (even configuration), but there is a very good app to go with it. The app has some limitations, but where they exist it opens up the mobile version.
- Asset management does feel a bit clunky. Sometimes that view can be difficult to read with all the data in 1 column rather than having two columns and less scrolling.
- I would love to see a connecter to the Power Platform on MS365. The combined automation power of the Power Platform and Halo would be brilliant.
- There are a lot of guides available. One thing that would be really useful is taking a common thing that people do and showing an actual example configuration from start to finish. Having said that, the support team is excellent!
January 17, 2022
HALO…Great Product With Great Features and Functionality!!
Score 10 out of 10
Vetted Review
Verified User
We use HALO for our IT Support Desk within the Trust. It works incredibly well and gives us a simple-to-use system that allows us to log and manage IT Support Calls efficiently and effectively. The functionality is very good and is always being developed which allows us to keep updating and improving our internal workflows and processes and to utilise the new functionality. We chose HALO over many different systems that were available on the market due to it being cloud-based and very simple to use. Also with the other modules available such as Change and Asset Management and also the Self Service Portal it was very appealing to us. HALO is going from strength to strength and we look forward to using it in the future.
- 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.
- The reporting needs a lot more development. We have had issues with report formatting and also unless you are a SQL expert, it is quite difficult to create your own reports easily. A graphical wizard would be perfect.
- The feedback system was not great. However, new Survey functionality has been added that works a lot better. Still room for improvement, but it's definitely on the right track. Being able to add a custom button instead of a long URL would be better for the emails going to the end-users.
January 06, 2022
Excellent ITSM Solution Ideal for a Multi Academy Trust Central Services team offering multiple services desks
Score 9 out of 10
Vetted Review
Verified User
We selected Halo ITSM as our service desk solution for our Central Services function (IT and Estates) at East Midlands Academy Trust in 2020, the simple, no nonsense licensing model being a major factor in the decision process. The system was initially implemented to provide an incident logging solution for the IT and Estates team across our seven academies however we have subsequently made use of the feature rich system to manage change requests for IT and Estates using the authorisation workflows. In the next phase we will be implementing the problem management and project management features natively within HaloITSM. The system is easy to customise and develop in house but the support provided by the Halo team is second to none when we have needed support and assistance along the way. The system provides excellent data relating to performance against service level agreements and performance enabling me to produce insightful and informative reports to the Trust's trustees and fellow executive team
- Advice and Support provided by the Halo easy to access and of a high quality
- Off the shelf dashboards and reports provide excellent information without the need to customise, build yourself or commission
- Very easy to customise and develop the system in house to meet the needs of the organisation, I have an Estates Team and an IT Team using the same portal providing a one stop shop for the Trust's Central Services business unit
- Would like to see more development in the Asset Management area, I aspire for a system that I can use as an Asset Management System for all IT equipment in the Trust
- Having only been a customer in global pandemic I know this has not been possible but I would welcome briefings or events to allow conversations with fellow customers to shar ideas and successes, I would also welcome updates on developments on the platform and new features as they are released
December 29, 2021
Halo ITSM best product in the market with value for money
Score 10 out of 10
Vetted Review
Verified User
We use Halo for all our ITSN solutions from Incident, Change, to Project Management. We started using it as a generic ticketing system, but have moved into other areas like:
Problem Management - we never had this before but [it] is proving invaluable within the IT Department.
Project Management- this used to be fragmented over several products, now all been brought together under one product meaning it is easier to manage.
Report Management- the Halo Reporting suite and the ability to produce a concise report has cut our time producing reports by days.
Problem Management - we never had this before but [it] is proving invaluable within the IT Department.
Project Management- this used to be fragmented over several products, now all been brought together under one product meaning it is easier to manage.
Report Management- the Halo Reporting suite and the ability to produce a concise report has cut our time producing reports by days.
- Report management- this provides the ability to produce reports in real time and has the ability to schedule reports to be emailed to individuals at a time that suits them.
- Scheduling of tickets has proved positive as we can now schedule tickets to appear in teams' queues even 6 months [in] advance so important events aren't missed.
- The ability to have a second Self-service portal has proved invaluable with our external customers and has reduced our email traffic dramatically.
- Asset management is still very clunky hopefully this will be developed in 2022.
- Report writing, these are done in SQL, but not everyone understands SQL, if there was a way of creating reports using a wizard like report writer would be a positive to some people.
- The ability to export more than 1000 lines would be good.