HaloITSM - An excellent product that's greatly helped our IT help desk functionality
January 25, 2022

HaloITSM - An excellent product that's greatly helped our IT help desk functionality

Mark Sawyer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with HaloITSM

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
  • 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.

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

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.

HaloITSM Feature Ratings

Organize and prioritize service tickets
9
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
Configuration mangement
7
Asset management dashboard
7
Policy and contract enforcement
Not Rated
Change requests repository
8
Change calendar
Not Rated
Service-level management
9