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HaloITSM Guide – Everything You Need To Know About The Platform
HaloITSM 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.
Now for the fun part.
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 HaloITSM, 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 2025, 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.
What is HaloITSM?
HaloITSM is an IT Service Management platform developed by Halo, a UK-based company that specializes in enterprise service management solutions. The platform brings together incident management, request fulfillment, change control, and asset tracking in one system.
Instead of juggling multiple tools for different IT processes, HaloITSM creates a single workspace where tickets get automatically categorized, routed to the right technician, and tracked through resolution. Users submit requests through a self-service portal, email, or phone, and everything flows into the same organized queue.
The platform follows ITIL (Information Technology Infrastructure Library) best practices, a set of guidelines that help IT teams deliver consistent, reliable service. This means your processes align with industry standards without requiring extensive customization.
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.
HaloITSM replaces the typical IT support scramble with structured workflows. When a ticket arrives, the system automatically determines its priority, assigns it to the appropriate team member based on skills and workload, and starts tracking response times against your SLAs.
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.
Curious about what’s next?
Read more about how agentic AI is reshaping ITSM and ESM in our latest guide.
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 HaloITSM implementation can be?
Book a free strategy call today and let's map out your path to Intercom success.
Key HaloITSM 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 is converted into a structured ticket with automatic categorization and priority assignment. The system captures context from the initial submission and maintains a complete audit trail through resolution.
Technicians work from a unified queue that shows ticket details, user history, and related assets in one view. Knowledge suggestions appear contextually, helping resolve issues faster without switching between systems.
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
Part of what makes Halo compelling is its all-inclusive licensing and module coverage. Organizations don’t have to buy discovery or CMDB as separate add-ons. In the CHC Helicopter migration, for example, the client moved from ServiceNow to Halo and estimated ~70% reduction in their annual licensing costs while still maintaining robust asset and ESM capabilities(bdq.cloud).
HaloITSM asset management capabilities
The Halo ITSM asset management system tracks your entire IT inventory from initial purchase through disposal. This includes computers, servers, software licenses, network equipment, and cloud resources.
In 2025, 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 to identify devices and add them to the Configuration Management Database (CMDB). The CMDB shows how different systems connect and depend on each other, which helps 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 automatically categorize issues and route them to technicians with the right skills and availability. The system learns from resolution patterns to improve its accuracy over time.
The AI also generates knowledge article suggestions for both technicians working on tickets and users browsing the self-service portal. This helps deflect routine requests and speeds up complex issue resolution.
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
HaloITSM connects with common business systems through pre-built integrations and open APIs. Popular connections include Active Directory for user management, Office 365 for email integration, and monitoring tools for automatic incident creation.
The platform includes a low-code development environment for creating custom workflows and integrations without extensive programming knowledge. This lets organizations adapt the system to their specific processes while maintaining supportability.
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 price typically follows a per-agent model where you pay for each technician who uses the system to resolve tickets. The exact halo itsm pricing depends on which features you need and how many users you have.
Most organizations find the total cost includes the base license fees plus potential charges for implementation services, training, and specialized integrations. It's worth asking about these additional costs upfront to understand the 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(HALO).
License tiers and included features
HaloITSM 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 follow a structured approach that takes organizations from initial planning to full production in about 8-12 weeks, depending on complexity and customization requirements.
Phase 1: Requirements and design (weeks 1-2)
The implementation starts with mapping your current IT processes and identifying how they'll work in HaloITSM. 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 HaloITSM 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.
HaloITSM 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 works well for organizations that need comprehensive ITSM capabilities but want faster implementation than ServiceNow typically requires. The platform offers enterprise-grade features with a more approachable learning curve.
Organizations choosing HaloITSM often prioritize strong asset management capabilities, flexible customization options, and the ability to support both IT and non-IT service teams on the same 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(HALO).
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 their HaloITSM journey by evaluating the platform through a trial or demonstration that shows how their specific use cases would work within the system.
The evaluation process typically involves understanding your current IT processes, identifying pain points with existing tools, and seeing how HaloITSM would address those specific challenges.
Working with certified implementation partners can accelerate both the evaluation and deployment process by bringing proven methodologies and configuration templates that reduce project risk and timeline.
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 HaloITSM implementation can be?
Book a free strategy call today and let's map out your path to Intercom success.