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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
Features
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Product Details
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- Competitors
- Tech Details
- 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
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
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
47.142857142857146%
4.7
26.666666666666664%
2.7
N/A
N/A
- reduces unnecessary questions
- provides a better overview for assets
Halo just matched all our criterias like: provide knowledgebase articles with or without beeing logged in, assessing knowledgebase articles to user groups, sync users with Azure login via SSO customizable selfservice portal, disable modules which are not in use, provide knowledgebase article suggestions while creating a ticket, assign assets to usergroups, and beeing able to assign assets to tickets without the asset beeing assigned to a user. During the trial, I realised, that all of my criterias were met and there were even more possibilies. And the support during trial and during the setup process was great. They were there if you need them but they don't force themselves onto you.
No, because the normal support is more than enough for what I need it for. Most of the time, I contact the support because I don't know something and they are always happy to help and explain it to me. If I don't get it during the email contact, they immediately schedule a call and we can go through the settings together.
Yes
The bug was resolved to my satisfaction but it took quite some time. As of now, this was the only time, it took more than two weeks to solve a problem. But the support never let us hang and always provided some things to test. Then they were finally able to solve the problem.
Always
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
97.14285714285714%
9.7
100%
10.0
100%
10.0
- Supports our processes rather than process being written to support the tool
This sits head and shoulders above anything I've used before. The degree of customization (whilst sometimes challenging to realize) is second to none. We have encountered relatively few issues/faults with Halo and the support for any such problems is generally excellent.
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
64.28571428571429%
6.4
46.66666666666667%
4.7
56.66666666666667%
5.7
- Improved Helpdesk operations
- Improved reporting to show to directors
- Automation to add value to the business
Spiceworks has a limited feature set compared to Halo and we also had issues with ticket creation. Sometimes tickets would get missed or emails wouldn't send/recieve. ConnectWise was very clunky and slow at times. Instead of using a web interface it uses a software interface. Also over complicated at times.
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!
52.857142857142854%
5.3
30%
3.0
93.33333333333334%
9.3
- 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.
- Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk), Freshservice, ServiceNow IT Service Management and Jira Service Management (Jira Service Desk)
Based on our requirements, this is how we scored them. Halo - 78, ServiceNow - 77, Ivanti - 67, Jira - 57, Freshservice - 41. This was based purely on our requirements and whether additional modules required additional licences.
20
IT Services and Facilities
2
Just an understanding of the processes. The configuration is very easy.
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.
90%
9.0
40%
4.0
86.66666666666666%
8.7
- We have reduced other products we use moving into Halo.
- We have moved away from word documents by embedding them into Kalo.
Halo provides value for money, being the easiest to configure. We read the customer reviews of the various products and chose Halo based on them.