TrustRadius Insights
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
View PricingOverview
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.…
Recent Reviews
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
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
Return to navigation
Product Details
- About
- Integrations
- 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
Compare with
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
(1-3 of 3)Companies can't remove reviews or game the system. Here's why
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
74.28571428571429%
7.4
53.33333333333333%
5.3
N/A
N/A
- Provides a very effective web portal
- Combines ticketing, user and asset management in one place
- Allows us to implement our own processes
HaloITSM offered the highest level of functionality, available as standard, at our price level. Halo support during our trial period was second to none and unrestricted. We had a list of deciding factors covering the most important areas of functionality and HaloITSM covered all of these.
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.
100%
10.0
100%
10.0
100%
10.0
- Reduced 11 systems into 1
- Reduced overall ITSM system spend by 78%
- Reduced support complaints
- (Before implementation, averaging 8% user base complaints, now averaging 0.003%)
- SysAid, SolarWinds Web Help Desk (WHD), ManageEngine ServiceDesk Plus, ServiceNow Now Platform and Spiceworks Help Desk
Simply better. Each system has its merits, however, HaloITSM simply does everything in one neat package. no hidden costs fully sorted and without the constant frustrations of other systems. Simple, elegant, efficient, and maps to our processes NOT the other way around - the way software should be.
- Organisation Configuration
- Being able to add layer on layer made it easy for us to add companies and branches within specific organisation structure - which in turn made reporting very simple
- Tickets can be raised with minimal effort, both mnaually and from incoming calls
- Reports are really easy to modify and customise
- Access rights can be as granular as you like
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.