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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

View all 13 features
  • Self-service tools (11)
  • Subscription-based notifications (12)
  • Organize and prioritize service tickets (12)
  • ITSM reports and dashboards (12)
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On Premise


On Premise
per month per user



per month per user

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visit


  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Starting price (does not include set up fee)

  • $49 per month per user
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Product Demos

Scheduled Tickets | HaloITSM | SYS


HaloITSM - Extended Tech Talk - What's new July 2022

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Incident and problem management

Streamlining ticketing and service restoration processes

Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

Avg 8.4
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Product Details

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

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

Screenshot of Halo ITSMScreenshot of Asset ManagementScreenshot of Incident ManagementScreenshot of Service CatalogueScreenshot of Change Control

HaloITSM Videos

HaloITSM in a Nutshell
Workflows in HaloITSM

HaloITSM Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux, Mac
Mobile ApplicationApple iOS, Android, Windows Phone, Blackberry, Mobile Web
Supported CountriesGlobal
Supported LanguagesEnglish, 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

Small Businesses (1-50 employees)25%
Mid-Size Companies (51-500 employees)30%
Enterprises (more than 500 employees)40%
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Reviews and Ratings


Attribute Ratings


(1-12 of 12)
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Philippe Dudley | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
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...
The benefits reported are multiple. We highlight, first of all, it favors operational continuity easily by solving IT problems in limited times due to their clean interface on both sides which increases end-users productivity. The delivery of the customized reports allows us to analyze recurring events and make improvements for the proper functioning of the company.
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
HaloITSM is a system that offers ITIL functionality but allows you to use only the parts relevant to your situation. Configuration is easy and made even easier with the knowledge of the consultants and support staff. A large number of standard integrations are included and the Halo API provides the ability to integrate with just about anything. The portal is simple to set up and provides many modification options.
Score 10 out of 10
Vetted Review
Verified User
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.
  • 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
Halo is well suited for institutions like schools or bigger companies with multiple locations, where all customers are known and we as technicians are able to import all our customers. In this envirnoment, it's easy to keep your DB clean and organised. Plus, we can create a well suited KB and make sure, there0s something for everyone.

I think it might get a bit tricky if you're trying to use Halo within a smaller business with a lot of external customers, like people who have like tree problems a year. For me personally, it would be tricky to set up a KB and structure who suits everyone.
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.
Well suited Any environment where your main concerns are speed of response, customization, adaptability, no hidden costs, and a smooth system that works the way you want it with minimal effort and a lot of free support on tap when you need it. Less Appropriate When you want something overpriced that looks pretty but takes 5 minutes to raise a single ticket, only gets updates quarterly, developments cost a fortune, licenses cost a fortune and your main concern is the Gartner report.
Richard Aylin | TrustRadius Reviewer
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
The key benefit we have seen is that there is no limit on the number of configurations, categories, "action" buttons, imported assets, etc. Our previous system had limits on all of these and the price escalated significantly if we wanted a sensible number of options available to us.
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
HaloITSM is well suited to all business requirements. We have areas from IT, facilities, finance, [and] fleet all using the system in different ways. [It] is customizable enough to be able to fulfill all individual departments' requirements.
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
Having used a few different products over their years they have always felt static or charged more money for extra customization. It feels like if Halo does not do it today make the suggestion and it will do it tomorrow.
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
It has helped us maintan SLA's with our users and suppliers due to the ability to create differnet SLA's depending on the ticket workflow. We've also used it to asset label our Infrastructure. This has given us a greater vision of where our devices are, who's it being used by and ability to see warranty information quickly. The project managment side can be a little tricky to overview, but Halo does release a lot of updates and are always happy to get product feedback and add suggestions to their development program.
Score 10 out of 10
Vetted Review
Verified User
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!
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.
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.
HALO is very much suited to the IT Support Desk environment and works very well. It offers all the functionality that is required to run a service plus much more. I can't really comment on the other modules yet as we haven't really fully utilised them, but hopefully will in the future.
Daryl Unitt | TrustRadius Reviewer
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
The licensing model works well for EMAT, it is licensed per agent and with that, you get everything no bolt on licenses or fees it can grow and my team grows and I also like that non-agents can approved changes in this case a Head Teacher or School Operations Manager can approve a school change however they do not require an Agent license to be an approver
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.
  • 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.
Halo account manage and servicedesk have been very helpfull and walked us through areas when we have been stuck. We have pushed the product to its limits at times and done tasks that our Halo consultant thought weren't possible. Halo [ITSM] is very flexible and configurable, you just need to explore the product.
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