Excellent system, great support and features, and value for money.
January 19, 2022
Excellent system, great support and features, and value for money.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with HaloITSM
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.
Pros
- 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.
Cons
- 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!
- 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.
Do you think HaloITSM delivers good value for the price?
Yes
Are you happy with HaloITSM's feature set?
Yes
Did HaloITSM live up to sales and marketing promises?
Yes
Did implementation of HaloITSM go as expected?
Yes
Would you buy HaloITSM again?
Yes
HaloITSM Feature Ratings
Using HaloITSM
20 - IT Services and Facilities
2 - Just an understanding of the processes. The configuration is very easy.
Comments
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