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What Is HaloITSM? Complete Guide to Features & Pricing
Halo ITSM is a cloud-based IT Service Management (ITSM) platform that centralizes incidents, requests, changes, and assets into one unified workspace. It helps IT teams deliver faster service while reducing operational chaos through ITIL-aligned workflows, AI-powered automation, and a comprehensive asset management system.
Ever feel like your IT team is playing whack-a-mole with tickets while users keep asking, "When will my laptop be fixed?" through five different channels?
Meet Halo ITSM, your digital command center that transforms ticket chaos into organized workflows and gives your team actual visibility into what's happening. No more email archaeology or spreadsheet gymnastics.
We'll walk through how HaloITSM works, what makes it different, and whether it fits your organization's needs. Along the way, we'll cover real pricing considerations, implementation timelines, and comparisons with other platforms so you can make an informed decision.
In 2026, HaloITSM has evolved into a comprehensive service management platform with AI-driven ticket routing, low-code customization options, and enterprise-grade asset tracking that works for both IT and non-IT service teams.
Key Takeaways
HaloITSM is a cloud-based IT service management platform that unifies incident management, request fulfillment, change control, and asset tracking into a single ITIL-aligned workspace with AI-powered automation.
The platform uses per-agent pricing and delivers measurable cost savings, with organizations like CHC Helicopter reporting approximately a 70% reduction in annual licensing costs compared to ServiceNow while maintaining enterprise-grade capabilities.
HaloITSM receives a 4.5-star rating from 140 verified users on Gartner Peer Insights, outperforming ServiceNow's 4.3 rating in the same comparison dataset, with implementations typically taking 8-12 weeks from planning to full production.
The platform includes built-in asset discovery, Configuration Management Database (CMDB), and AI-driven ticket routing that automatically categorizes issues and assigns them to technicians based on skills, workload, and availability.
What is HaloITSM?
Halo ITSM is a cloud-based IT service management platform that unifies incident management, request fulfillment, change control, and asset tracking into a single ITIL-aligned system. Developed by UK-based Halo, it serves IT teams seeking enterprise-grade capabilities without the complexity of legacy platforms like ServiceNow.
Instead of juggling multiple tools, Halo ITSM creates a single workspace where tickets get automatically categorized, routed, and tracked through resolution. Users submit requests through the self-service portal, email, or phone. Everything flows into one organized queue.
Core capabilities include:
Unified ticketing: All requests flow through one system with clear priorities.
Asset lifecycle management: Track hardware and software from purchase to retirement.
Workflow automation: Handle routine tasks without manual intervention.
Self-service portal: Let users find answers and submit requests independently.
HaloITSM already holds a 4.5-star rating from 140 verified users on Gartner Peer Insights, better than ServiceNow’s ~4.3 in the same dataset, reinforcing real user satisfaction(Gartner).
How does HaloITSM streamline service management?
When a user sends a ticket saying ‘the thing is broken’…
yes, we’ve all been there.
Halo ITSM replaces this chaos with structured workflows. When a ticket arrives, the system determines priority, assigns it based on technician skills and workload, and tracks response times against your SLAs. Learn how agentic AI is reshaping ITSM in our latest guide.
The platform's AI engine doesn't just analyze tickets; it actively surfaces the right knowledge articles for technicians and end users alike. Fewer ticket ping-pongs, more first-touch resolutions.
Teams using HaloITSM often see improvements in first-contact resolution rates because technicians have immediate access to ticket history, related assets, and proven solutions from previous similar issues.
Process improvements include:
Smart routing: Tickets automatically go to the best-qualified available technician.
Context preservation: Full conversation history and related assets visible in one view.
Proactive notifications: Automatic updates to users and escalations for missed SLAs.
Knowledge integration: Relevant solutions surface without manual searching.
In practice, Halo’s structured workflows and process automation deliver measurable gains. For example, in the Natural History Museum deployment, ticket capture rose from 20% to 80%, and portal adoption increased from 1% to 28%, with CSAT reaching 99%(HALO). These improvements underscore how smarter routing, visibility, and user adoption translate to real results.
Ready to see how smooth your Halo ITSM implementation can be?
Book a free strategy call today, and let's map out your path to Halo ITSM success.
Key Halo ITSM features and capabilities
HaloITSM combines traditional ITSM functions with modern automation and AI capabilities. The platform covers incident management, problem resolution, change control, and comprehensive asset tracking through an integrated approach.
Incident and Request Management
Every support request converts into a structured ticket with automatic categorization and priority assignment. Technicians work from a unified queue showing ticket details, user history, and related assets, with contextual knowledge suggestions to speed resolution.
Key features:
Multi-channel intake: Email, portal, phone, and chat submissions.
SLA monitoring: Automatic escalations and breach alerts.
Contextual knowledge: AI-suggested solutions based on ticket content.
Halo's all-inclusive licensing means organizations don't buy discovery or CMDB as separate add-ons. CHC Helicopter estimated a ~70% reduction in annual licensing costs after migrating from ServiceNow while maintaining robust asset and ESM capabilities(bdq.cloud).
HaloITSM asset management capabilities
The HaloITSM asset management tracks your entire IT inventory from initial purchase through disposal.
In 2026, ITSM differentiation increasingly comes from what’s layered on top of core ticketing, such as discovery, CMDB, and connected asset intelligence(BMC). HaloITSM’s built-in discovery and relational mapping align well with this trend.
Asset discovery tools automatically scan your network, adding devices to the Configuration Management Database (CMDB). The CMDB maps system dependencies, helping predict the impact of changes or failures.
Asset management benefits:
Automatic discovery: Network scanning finds and catalogs devices without manual entry.
License compliance: Monitor software usage to avoid penalties and optimize costs.
Impact analysis: Understand which systems might be affected by changes or outages.
Lifecycle tracking: Plan replacements and renewals based on asset age and performance.
AI-powered automation and routing
As Gartner notes in its 2025 ITSM Hype Cycle, AI is no longer optional but a critical enabler of modern service operations(BMC). When 79% of organizations now place AI as a top priority in software selection, any modern ITSM tool must deliver robust AI capabilities(G2 Learn).
Halo AI analyzes ticket content to categorize issues and route them to technicians with matching skills and availability. The system learns from resolution patterns and generates knowledge suggestions for both technicians and self-service users.
AI capabilities:
Intelligent categorization: Automatic ticket classification based on content analysis.
Smart assignment: Route tickets based on technician skills, workload, and availability.
Knowledge suggestions: Contextual article recommendations for faster resolution.
Pattern recognition: Identify recurring issues that might indicate larger problems.
Integrations and customization options
Halo ITSM connects with common business systems through pre-built integrations and open APIs. This includes Active Directory, Office 365, and monitoring tools for automatic incident creation.
A low-code development environment lets organizations create custom workflows and integrations without extensive programming knowledge.
Integration highlights:
Identity systems: Active Directory, Azure AD for user sync and SSO.
Communication tools: Microsoft Teams, Slack for collaborative support.
Monitoring platforms: Network and infrastructure tools for automated alerting.
Business applications: ERP and HR systems for comprehensive service delivery.
HaloITSM pricing structure and costs
Halo ITSM uses per-agent pricing, where you pay for each technician resolving tickets. Total cost includes base license fees plus implementation services, training, and specialized integrations. Ask about these upfront to understand your complete investment.
Licensing costs are a critical lever. In one case, Inlumi achieved a 30% reduction in licensing costs after switching from ServiceNow to HaloITSM, while gaining stronger flexibility and support.
License tiers and included features
Halo ITSM offers different pricing tiers with varying feature sets. Basic tiers include core ticketing and asset management, while higher tiers add advanced reporting, AI capabilities, and custom integrations.
CHC Helicopter estimated ~70% savings on annual licensing cost when moving to Halo with an all-inclusive licensing model(bdq.cloud).
Implementation and ongoing costs
Beyond licensing, consider costs for data migration from existing systems, staff training, and any custom integrations your organization needs. Many vendors offer implementation packages that bundle these services.
Additional cost considerations:
Professional services: Setup, configuration, and data migration assistance.
Training programs: User and administrator education to ensure successful adoption.
Custom integrations: Connections to specialized or legacy systems not covered by standard APIs.
Ongoing support: Extended support hours or dedicated account management.
Implementation timeline and process
For SKY TV, after adopting HaloITSM, they reported a 94% SLA achievement rate, showing that service levels are maintainable under high load(HALO)
Most HaloITSM deployments take 8-12 weeks from initial planning to full production, depending on complexity and customization requirements. SKY TV achieved a 94% SLA achievement rate post-implementation, demonstrating service levels remain stable under high load.
Phase 1: Requirements and design (weeks 1-2)
The implementation starts with mapping your current IT processes and identifying how they'll work in Halo ITSM. This includes documenting approval workflows, SLA requirements, and integration needs with other systems.
Your implementation team creates a detailed configuration plan that shows how tickets will flow, who gets assigned what types of work, and how reporting will support your management needs.
Phase 2: System configuration (weeks 3-6)
Technicians configure HaloI TSM to match your documented requirements. This includes setting up user roles, creating custom fields, configuring automation rules, and establishing integrations with other systems.
The work happens in iterative sprints with regular check-ins to ensure the configuration matches your expectations and requirements.
Phase 3: Testing and training (weeks 7-8)
User Acceptance Testing (UAT) involves real users trying the configured system with sample data and scenarios. This phase identifies any gaps between the configuration and actual work processes.
Simultaneously, the team conducts training sessions for different user groups—end users learn the self-service portal while technicians learn the agent interface and administrative functions.
Phase 4: Go-live and support (weeks 9-12)
The final phase involves migrating live data, switching users to the new system, and providing intensive support during the first few weeks of operation. This "hypercare" period ensures issues get resolved quickly while users adapt to new processes.
Halo ITSM compared to ServiceNow and Freshservice
When evaluating ITSM platforms, HaloITSM sits between lightweight solutions like Freshservice and enterprise-heavy platforms like ServiceNow in terms of complexity and capabilities.
Feature comparison overview
When HaloITSM makes sense
HaloITSM fits organizations needing comprehensive ITSM capabilities with faster implementation than ServiceNow typically requires. Organizations choosing Halo often prioritize strong asset management, flexible customization, and support for both IT and non-IT service teams on one platform.
HaloITSM is rated 4.5 by 140 users on Gartner Peer Insights, outshining ServiceNow's ~4.3 in the same comparison set(Gartner).
Also, in October 2024, Halo was designated a 'Niche Player' in Gartner's Magic Quadrant for AI in IT, validating its commitment to intelligent service management.
HaloITSM strengths:
Balanced complexity: Enterprise features without overwhelming complexity.
Strong asset management: Comprehensive tracking and discovery capabilities.
Flexible deployment: Cloud or on-premises options available.
UK-based support: Localized support for European organizations.
Getting started with HaloITSM
Most organizations begin by evaluating HaloITSM through a trial or demonstration showing how specific use cases work within the system, especially when comparing enterprise ITSM alternatives. The evaluation involves mapping current IT processes, identifying pain points, and seeing how HaloITSM addresses those challenges.
Working with certified implementation partners accelerates evaluation and deployment through proven methodologies and configuration templates that reduce project risk.
Ready to see if HaloITSM fits your organization?
At saasgenie, we cut through the noise and help you find the right ITSM platform for your specific needs. Whether that's HaloITSM, Freshservice, or something else entirely. We'll handle vendor negotiations, connect you with certified implementation partners, and make sure you're not overpaying for features you'll never use.
Get the HaloITSM starter checklist, and let's figure out what actually works for your team.
Planning your HaloITSM implementation
Successful implementations start with clear goals and realistic timelines. Consider which processes you want to improve first and how you'll measure success once the system is live.
Many organizations find value in starting with core incident and request management, then expanding to include asset management, change control, and advanced automation as users become comfortable with the platform.
Implementation success factors:
Executive sponsorship: Clear leadership support for process changes.
User involvement: Include actual system users in configuration decisions.
Realistic timelines: Allow adequate time for training and change management.
Measurement plan: Define success metrics before implementation begins.
Ready to see how smooth your Halo ITSM implementation can be?
Book a free strategy call today and let's map out your path to Halo ITSM success.