HaloITSM vs. Jira Service Management

HALO is very much suited to the IT Support Desk environment and works very well. It offers all the functionality that is required to run a service plus much more. I can't really comment on the other modules yet as we haven't really fully utilised them, but hopefully will in the future.

Great to manage your issues in a clear and centralised way. If your development teams work with Jira, it will all naturally come together. Great way to manage the issues from end to end. - Very flexible if you have people who understands the set up and is able to configure it for your needs - Maybe not the best if you want something with very easy set up

• Ticketing Structure
• The ticketing structure (allowing us to add custom fields and tables) and the process are quick, clean, and easy to adapt to our changing needs. Change requests are processed within a few hours (complex ones take longer, purely for testing), however, the whole solution is geared to customization and the more you work with it the more you get out of it
• SLA's
• Detailed SLAs for each part of the business, with multiple tiers, time frames, reporting, and alerting options - a different config for every team configured with a few simple clicks
• Time Management
• Excellent granular reporting that lets you drill in, both from a business perspective as to how many hours are being spent on different activities and from a support perspective, where are your teams spending their team.
• Reporting
• Excellent set of customizable reports (hundreds of them) along with a reporting tool (For which a little SQL does go a long way) and for those fiddly reports, free support is only a call away.
• Role Assignments
• Simple role assignments that make updating changes to teams and departments the work of minutes rather than days. Easy to apply and each person can have multiple roles. Simple but powerful and very sleek.

• Highly configurable Notification Scheme, allowing free customization on who receives notifications and when
• Ability to add extra features through the highly diverse Atlassian Marketplace.
• Simple and highly customizable ticket interface. The Software can be almost completely branded in every aspect to represent your organization.
• Integration with Jira Software allows support tickets to be moved into other Log Term projects as necessary.

Incentivized

• Support for M365 \ Power Platform, Power Bi reporting in particular
• Feel the asset management side of the product is not as good as the ticket management
• Support is excellent but maybe an old school user forum where other admins can share and discuss ideas

• Some of the built-in functions and workflows are surprisingly limited given the fact that you can customize a lot with JQL. These limited areas do not allow you to use JQL. For instance, the built-in notifications are lacking. They have one that is great-- "notify on critical ticket creation"-- EXCEPT that it does not allow you to notify a group or anything, only individual users.
• The ticket interface is a little odd for agents. Changing the status is not a simple drop down from unassigned to open to in progress to pending, etc. There are a couple of tabs ("investigate", "pending", "workflow") where you can change the status in different ways. Maybe I am just not used to this way of doing it, but I feel like it could be simplified.
• It can get complicated deleting/changing some of the out-of-the-box fields and rules, because you never know what will break workflows or other automated/built-in features.

Incentivized

Its simple and intuitiuve - requires minimal training to get people in and working at speed

I have given this rating because, in my opinion, I don't see any downsides of Jira until now. We can customise workflows based on the project needs, including task workflows. Jira is very extensible, which is one of its most important features.

Incentivized

I've made overall positive experiences with the Halo support. The only thing to increase would be some follow ups on feature requests. If someone would reach out to me, telling me wheter or not my feature request will be considered in future updates or not.

Incentivized

I gave JIRA a 9 rating since for me JIRA works according to its purpose. Since there is a customer portal, our clients can leave a comment or communicate with us using the PR ticket that way it is easier for us to also request any additional information we need for our investigation.

Based on our requirements, this is how we scored them. Halo - 78, ServiceNow - 77, Ivanti - 67, Jira - 57, Freshservice - 41. This was based purely on our requirements and whether additional modules required additional licences.

Incentivized

We chose Jira Service Management due to its easy integrations with the rest of the Atlassian tools, as we have also invested in those. For the price, the ability to add or remove agents, and the cost being reflected in that, it was an excellent medium for us. For the foreseeable future, I do not see us moving off this platform.

Incentivized

• It enabled us to allow our Service Desk Staff to work from home during COVID and this has continued ever since.
• We have halved our average resolution time.
• Some of the automation processes, when implemented alongside the MS Power Platform, have saved approximately 30 hours a month. This includes times when customers were unable to access the system until they had been trained. This is now automated via Halo and they get sent to on-demand training, instead of waiting up to 3 weeks for the next scheduled session.

Incentivized

• It has allowed us to take on a larger volume of work at a faster pace.
• We have established best practices with the tool that we have taught and sold to clients.
• It has allowed for further collaboration with a larger team.

Incentivized