HaloITSM provides ITIL aligned help desk software that can be installed on premise or in the cloud. Boasting over 25 years of experience, HaloITSM has been developed to offer a feature rich application whilst maintaining a simple to use interface. Features include: Incident Management, Problem Management, Change Management, Asset Management, Service Catalogue, Telephony Integration, as well as the best of breed mobile apps. The vendor describes the following five differentiators: 1.…
$49
per month per user
ManageEngine ServiceDesk Plus
Score9.2 out of 10
N/A
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
$10
Starting Price Per Month
Pricing
HaloITSM
ManageEngine ServiceDesk Plus
Editions & Modules
On Premise
$49
per month per user
Cloud
$49
per month per user
Standard
$10.00
Starting Price Per Month
Professional
$21.00
Starting Price Per Month
Enterprise
$50.00
Starting Price Per Month
Offerings
Pricing Offerings
HaloITSM
ManageEngine ServiceDesk Plus
Free Trial
Yes
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
Yes
No
Entry-level Setup Fee
Optional
No setup fee
Additional Details
There is 15% discount for all charities, educational institutions and non-profit organisations.
IT Services Delivery Manager in Information Technology at Uniserve Group (Transportation/Trucking/Railroad, 501-1000 employees)
Chose HaloITSM
HaloITSM offered the highest level of functionality, available as standard, at our price level. Halo support during our trial period was second to none and unrestricted. We had a list of deciding factors covering the most important areas of functionality and HaloITSM covered …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose HaloITSM
Simply better. Each system has its merits, however, HaloITSM simply does everything in one neat package. no hidden costs fully sorted and without the constant frustrations of other systems. Simple, elegant, efficient, and maps to our processes NOT the other way around - the way …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Analyst in Information Technology at Embark Group (Financial Services, 501-1000 employees)
Chose HaloITSM
This sits head and shoulders above anything I've used before. The degree of customization (whilst sometimes challenging to realize) is second to none. We have encountered relatively few issues/faults with Halo and the support for any such problems is generally excellent.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose HaloITSM
[HalolTSM is] easier to configure, [more flexible] with workflows, [has] APIs and customizable fields, [and] additional licenses [do] not require system file updates and service restarts.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
If you want a value for money full system, which you could use out of the box then this is the one for you. If you want a system that can take care of tasks then this is the one for you. [HaloITSM] is easily scalable with very competitive pricing. New features are added regularly based on best practices and customer requirements.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
We use the free version, it allows up to 10 technicians to be added to the system, but that has never been an issue, as we are a small team. The functionality and usability of MESDP are great and can work with larger teams too. It is well suited to be used as a main Ticketing system, and this is not limited to IT only, I am sure other teams that need to keep track and log issues will be able to utilize MESDP without any issues. There is a self-service portal as an option, however, we do not use it as of yet, as there has not been the need for it. If you would need to use the same instance within multiple departments, this may be a bit tricky to achieve, as there is no easy way to limit visibility to tickets from other departments, however, I am sure there is a way around it.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The Self Service Portal is very easy to configure and the end-users have commented on how easy it is to log and manage their own calls.
Asset and User Management works very well and it is simple to link them to tickets. Looking up ticket history for particular Users or Assets is also very useful.
The ability [to] use different ticket types and templates is fantastic. The added ability to merge and clone tickets is also a great benefit.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We would like to see the ability to schedule technician auto-assign based on shifts. Presently we have to manually select technicians after close of business Friday for the weekend shift each week.
When managing a problem, it is difficult to extract a list of attached Incidents for use elsewhere. I must add that it is very easy to bulk add Incidents during an event. The only small issue with the bulk add is that the window only shows you 5-10 incidents at a time, and you must scroll through to select Incidents. We'd like to be able to see a full page view of the list.
When editing a request, the history is graphically & textually very verbose. Too much so in many cases. For example if a user has included screen shots, the entire email string is repeated for each change. For example an email forwarded to Helpdesk, repeats even though the only change made was to update the requestor from the person forwarding to the actual requestor.
It is not currently possible to update a problem automatically using special characters in the subject line, like we are able to do in a request. We overcome this by always creating a root incident for each problem that collects all the email communication of the resolution.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
As any other feature-rich software package, starting out with ManageEngine ServiceDesk Plus has a little bit of a learning curve, but it usually doesn't take very long until you can use the basic features. Training new technicians on the use of the software does not take very long, and for users to submit tickets it is as easy as sending an email.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I have a few issues with MESDP and even though we use the free version, the support staff was very quick to respond and extremely competent and helpful. Luckily, I have only had to use them a couple of times over the 2.5 years I have been using their product, but they strike me as very competent, friendly and helpful, regardless of the version of their product you use.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
HaloITSM offered the highest level of functionality, available as standard, at our price level. Halo support during our trial period was second to none and unrestricted. We had a list of deciding factors covering the most important areas of functionality and HaloITSM covered all of these.
Spiceworks was free, which obviously had both benefits and limitations - I will say that the community around Spiceworks has always been great. If we could replicate that experience with the ME user base, it would be terrific.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
It has provided better visibility to upper management in terms of the scale of the workload of the IT department
It has allowed licensed software to be tracked more efficiently, allowing redundant license to be reclaimed, rather than additional ones being purchased
It has fulfilled the requirements for multiple audits, including Microsoft audits, as it allows the assets and their software to be tracked
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
