Item: HaloITSM
Rating: 10
Author: Richard Aylin

Use Cases and Deployment Scope

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.

Pros and Cons

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

Return on Investment

Supports our processes rather than process being written to support the tool

Alternatives Considered

ManageEngine ServiceDesk Plus and InvGate Service Desk

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.

Key Insights

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

Likelihood to Recommend

The key benefit we have seen is that there is no limit on the number of configurations, categories, "action" buttons, imported assets, etc. Our previous system had limits on all of these and the price escalated significantly if we wanted a sensible number of options available to us.

Excellent product; excellent value for money

Overall Satisfaction with HaloITSM