HaloITSM

A tailor-made platform that offers everything that our company and clients expect and need in order to give continuity to operations capable to transform our current ways of working into intuitive, up-to-the-minute workflows. Encompasses all of the activities involved in delivering IT to the business.

• Each user, who uses IT equipment, is part of a value chain that results in delivering products and services
• Ensure business process is not broken.

HaloISTM was chosen to replace our Zendesk offering. We needed a full ITSM system that was easy to configure but still offered a great opportunity to adapt to our needs. Service assurance and cost tracking are very important to us and HaloITSM facilitate these for us.

• Provides a very effective web portal
• Combines ticketing, user and asset management in one place
• Allows us to implement our own processes

Freshservice, ServiceNow IT Service Management, SolarWinds Service Desk (SSD), Alloy Navigator, SysAid and ManageEngine ServiceDesk Plus

In our organisation, we use Halo as a ticketsystem, Knowledge Base, CMDB, Asset Management and Resource booking software. The ticketing and knowledgebase are the core functions. We provide a lot of knowledgebase articles for our teachers and students, but if the KB doesn't give them the answer to their problem, they open up a ticket and we support them. Most of our businessporoblems probably are user related problems and are often asked like "how to..." We get around 20 tickets per week.

We also provide a booking service for our users where they can set up reservations for our hardware.

• reduces unnecessary questions
• provides a better overview for assets

Freshservice, Atlassian Jira Align (formerly AgileCraft) and TOPdesk

Microsoft Teams, Microsoft SharePoint

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.

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

ManageEngine ServiceDesk Plus and InvGate Service Desk

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.

• Improved Helpdesk operations
• Improved reporting to show to directors
• Automation to add value to the business

Spiceworks Help Desk and ConnectWise Manage