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What Is HaloITSM?

HaloITSM is a single, all-inclusive Enterprise Service Management solution. It will transform your current ways of working into intuitive, up-to-the-minute workflows, as well as give your teams the ability to deliver the very best service to customers and employees alike.

HaloITSM will standardize your processes, deliver valuable analytics, and extend to the needs of any department within your organisation. Match your service delivery to the true needs of your business - present, and future.

Who Uses HaloITSM?

Suited to organizations of all sizes and from any industry, looking for an intuitive ITIL-aligned solution designed to drive automation with extensive AI capabilities and a customer-driven roadmap.

Where can HaloITSM be deployed?

Cloud-based
On-premises

About the vendor

  • Halo Service Solutions
  • Founded in 1994

HaloITSM support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Afghanistan, Albania, Algeria, American Samoa, Andorra and 223 others

Languages

Chinese, Danish, Dutch, English, Estonian and 7 others

HaloITSM pricing

Starting Price:

GBP 45.00/month
  • Yes, has free trial
  • No free version

HaloITSM does not have a free version but does offer a free trial. HaloITSM paid version starts at GBP 45.00/month.

Pricing plans get a free trial

About the vendor

  • Halo Service Solutions
  • Founded in 1994

HaloITSM support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Afghanistan, Albania, Algeria, American Samoa, Andorra and 223 others

Languages

Chinese, Danish, Dutch, English, Estonian and 7 others

HaloITSM videos and images

HaloITSM Software - The homepage is dynamic to suit the needs of every agent - dashboards, reports, or charts of information that need to be seen upon login, with each widget drilled down to a chosen level of detail for ease of management.
HaloITSM Software - Organizational chart provides a visual enterprise overview of your organization and a breakdown of departments and roles per agent. Keep track of the responsibilities and permissions of your employees from within one location.
HaloITSM Software - The self-service portal offers a single point of entry to both agents and users, enabling each individual to raise, create or edit tickets, with AI embedded into the portal to push your users towards a self-help option at all times.
HaloITSM Software - Workflows are intuitive, and require no coding knowledge to create, build and align to your organization’s processes. Design approval processes and introduce automations with the use of drag-and-drop functionality.
HaloITSM Software - The project management module provides a modern, visual overview of all projects and subsequent tasks across all agents. Keep track of projects through a multitude of views, including Kanban, Tile, Gantt, Calendar, Milestone and more.
View 6 more
HaloITSM video
HaloITSM Software - The homepage is dynamic to suit the needs of every agent - dashboards, reports, or charts of information that need to be seen upon login, with each widget drilled down to a chosen level of detail for ease of management.
HaloITSM Software - Organizational chart provides a visual enterprise overview of your organization and a breakdown of departments and roles per agent. Keep track of the responsibilities and permissions of your employees from within one location.
HaloITSM Software - The self-service portal offers a single point of entry to both agents and users, enabling each individual to raise, create or edit tickets, with AI embedded into the portal to push your users towards a self-help option at all times.
HaloITSM Software - Workflows are intuitive, and require no coding knowledge to create, build and align to your organization’s processes. Design approval processes and introduce automations with the use of drag-and-drop functionality.
HaloITSM Software - The project management module provides a modern, visual overview of all projects and subsequent tasks across all agents. Keep track of projects through a multitude of views, including Kanban, Tile, Gantt, Calendar, Milestone and more.

Features of HaloITSM

  • API
  • Activity Dashboard
  • Alerts/Escalation
  • Alerts/Notifications
  • Analytics
  • Asset Lifecycle Management
  • Asset Tracking
  • Audit Management
  • Audit Trail
  • Barcode/Ticket Scanning
  • CMDB
  • Change Management
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Support
  • Data Visualization
  • Device Auto Discovery
  • IT Asset Management
  • IT Asset Tracking
  • Incident Management
  • Incident Reporting
  • Interaction Tracking
  • Inventory Management
  • Investigation Management
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Macros/Templated Responses
  • Multi-Channel Communication
  • On Call Scheduling
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Real-Time Monitoring
  • Relationship Mapping
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Surveys & Feedback
  • Task Management
  • Third-Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management

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Atera is the ultimate all-in-one remote IT management solution for MSPs, IT consultants and IT departments. Try Atera for free today! Learn more about Atera
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IT service management for mid-size organizations

Reviews of HaloITSM

Average score

Overall
4.7
Ease of Use
4.6
Customer Service
4.7
Features
4.7
Value for Money
4.6

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
67%
4
33%
Owen
Owen
Director in UK
Verified LinkedIn User
Information Technology & Services, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Feature Rich and a Great User experience

5.0 5 years ago

Comments: Excellent Service with an Excellent Product. Their customer service is very good with someone always happy to help as soon as you call in.

Pros:

It has such a vast selection of features, Almost every aspect of customisable and the Web Interface is excellent.

Cons:

With it having such a WIDE selection of features, the issue I found is that the configuration is very complex, sometimes takes a moment to figure how to change a setting.

Alternatives Considered: Atera , Freshdesk , Zoho Desk and Zendesk Suite

Reasons for Switching to HaloITSM: Their Value for money and Premium product was worth investing in.

Kai
Network Manager in Ireland
Education Management, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

The best user experience

5.0 2 years ago

Comments: So far the experience has been excellent. Our account manager is regularly in touch, and the support available id excellent.

Pros:

At the heart of the halo service is the user experience. I think it’s customisation, ease of use and continual addition of new and improved feature sets are what makes Halo stand out from the rest. Many alternatives that we have tried resulted in us trying to work around the product, but with halo it truest does get tailored to your business needs. Best of all there’s always something new to implement to improve your service.

Cons:

As with all software there are features missing we would like, however I don’t consider this a con as Halo are always open to suggestions and implement requested features on a regular basis.

Alternatives Considered: ManageEngine ServiceDesk Plus , Spiceworks Cloud Help Desk , Freshdesk , Zoho Desk and Zendesk Suite

Reasons for Choosing HaloITSM: We used a legacy on premise version of spiceworks, because we liked the ability it gave to have multiple forms and areas; something the hosted version doesn’t offer. However it had few integrations and accessibility issues. As we moved to working from home in the pandemic it was essential we transition to a service that was accessible from anywhere on any device. Halo met this, but also offered the deepest levels of control and customisation of any of the products we considered.

Switched From: Spiceworks Cloud Help Desk

Reasons for Switching to HaloITSM: Halo offered the deepest levels of control and customisation of any of the products we considered. It was also the most user friendly and expandable, with the ability to add features when business need demanded it.

Paul
IT Manager in UK
Mechanical or Industrial Engineering, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Multi Function

4.0 8 years ago

Comments: We've been using NHD for the last 4 years, and it has been suited to our needs to cover our IT, Systems and Facilities teams. It has sufficient customisation and security to allow us to use the system for logging our tickets across the departments, and security to allow segregation of information, for example IT cannot see Facilities tickets and vice versa. We also like the automated ticket function for regular tasks in IT and Facilities. Reporting functionality is suitable for our needs too, allowing us to report on the team's activities, monthly, quarterly and annually.

Sandeep
Security architect in UK
Retail, 5,001–10,000 Employees
Used the Software for: 1+ year
Reviewer Source

A simple tool to mange tickets and changes

5.0 3 months ago

Comments: Very well pleased with using Halo day in and day out.

Pros:

- Ease of use. - Check users and agent details in the same page - Real time notifications - Asset management - Integrated KB - Launch chat or email with the user.

Cons:

Reporting / Analytics could be better for the agent. At the moment, we have to ask our Halo administrator.

Wendy
Desktop Support Lead in US
Information Technology & Services, 501–1,000 Employees
Used the Software for: 6-12 months
Reviewer Source
Source: SoftwareAdvice

Best Service Desk Software

5.0 4 years ago

Comments: We are using Halo for ticketing across multiple teams, not just IT. We have HR, Payroll, Workforce Management, Product Support, and Employee Experience teams all fielding requests from Halo.

Pros:

Halo is the first service desk/ticketing software that I've used in my almost 20 year IT career that I can honestly say I LOVE. Implementation was the smoothest I've ever seen. Our rep is fantastic and responsive to any of our needs. I love how easy things are to customize. Things like adding an action button, a new ticket type, or a workflow are super easy. I use it everyday and I've recommended it to other IT contacts who I know are struggling with other IT ticketing solutions. Hands down the best!

Cons:

It's hard to say anything bad about it. I'd love if the knowledge base was a bit more robust, like having a life-cycle for articles, being able to truly have an internal KB for agents that could also have FAQ lists, and maybe some extra security options for who can see some of the KB articles on the end user side (restricting something to say, managers only or an AD group or something like that).

Alternatives Considered: Salesforce Sales Cloud

Reasons for Choosing HaloITSM: SolarWinds Web Help Desk was feeling very dated and did not have the customization ability and features that were important to us. It was very clunky to add categories and ticket types and the end user experience was sub par. The end-user portal in Halo is a million times better.

Switched From: SolarWinds Service Desk

Reasons for Switching to HaloITSM: The price was a huge factor in the initial choice between the other options, but once we started working with the team and our account rep we knew we'd made the right choice. The Service Now rep was super unresponsive to our request for a demo and it took forever to get an initial quote. Our Halo rep contacted us the same day that we reached out and was more than happy to set up a demo right away. He's amazing!