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HaloITSM

HaloITSM

Overview

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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Recent Reviews

TrustRadius Insights

HaloITSM has been praised by users for its ability to meet their company and clients' expectations, transforming their workflows into …
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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

View all 13 features
  • Subscription-based notifications (12)
    8.6
    86%
  • Self-service tools (11)
    8.6
    86%
  • Organize and prioritize service tickets (12)
    8.6
    86%
  • ITSM reports and dashboards (12)
    7.7
    77%
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Pricing

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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
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Product Demos

Scheduled Tickets | HaloITSM | SYS

YouTube

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

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.4
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

7.8
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8.8
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

Consumers5%
Small Businesses (1-50 employees)25%
Mid-Size Companies (51-500 employees)30%
Enterprises (more than 500 employees)40%
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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!

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:

  1. 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.
  2. 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.
  3. 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

(1-12 of 12)
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Philippe Dudley | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller
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.
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
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.
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.
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.
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
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.
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
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.
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