TrustRadius Insights for HaloITSM are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Efficient and Helpful Self-Service Portal: Many users have found the self-service portal to be efficient and helpful in resolving issues quickly. The portal allows customers to find solutions on their own, reducing the need for contacting customer support.
Seamless Integration of Various Apps: Several reviewers have appreciated the seamless integration of various apps within the system. This integration makes it easier for users to manage tasks and workflows efficiently by accessing all necessary tools from a single platform.
Effective Ticketing System: The ticketing system has received praise from multiple users for its effectiveness in managing and tracking incidents and requests. Additionally, users appreciate the ability to schedule tickets in advance, allowing for better planning and allocation of resources.
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.
Pros
Faster resolutions
Self-service portal
Apps integration
Change Management
Cons
More integration with other platforms such as ServiceNow, among others...
Likelihood to Recommend
The benefits reported are multiple. We highlight, first of all, it favors operational continuity easily by solving IT problems in limited times due to their clean interface on both sides which increases end-users productivity. The delivery of the customized reports allows us to analyze recurring events and make improvements for the proper functioning of the company.
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.
Pros
Incident/Request Management
Halo Support
Value for money
Consultant knowledge
Reporting
Integrations
Cons
Online Training Documentation
Dashboards
Likelihood to Recommend
HaloITSM is a system that offers ITIL functionality but allows you to use only the parts relevant to your situation. Configuration is easy and made even easier with the knowledge of the consultants and support staff. A large number of standard integrations are included and the Halo API provides the ability to integrate with just about anything. The portal is simple to set up and provides many modification options.
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.
Pros
Ticketsystem
Resource booking
Support times (they get back to you for your questions within reasonable time)
Support quality
New feature releases
Cons
software licensing
create custom views within the CMDB
Likelihood to Recommend
Halo is well suited for institutions like schools or bigger companies with multiple locations, where all customers are known and we as technicians are able to import all our customers. In this envirnoment, it's easy to keep your DB clean and organised. Plus, we can create a well suited KB and make sure, there0s something for everyone.
I think it might get a bit tricky if you're trying to use Halo within a smaller business with a lot of external customers, like people who have like tree problems a year. For me personally, it would be tricky to set up a KB and structure who suits everyone.
number of disparate solutions and teams that we wanted to bring together in
one, easy use, and easy-to-customize solution that fitted our business need,
rather than trying to fit our business to the structure of the solution. We needed one solution for IT, HR, Purchase Ledger, and Customer Service that also integrated with existing solutions and was ITIL compliant.
Pros
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.
Cons
Training Documentation
Sometimes finding the right information on how to do something can take longer than doing it. Often resort to calling support to understand new functionality.
Likelihood to Recommend
Well suited Any environment where your main concerns are speed of response, customization, adaptability, no hidden costs, and a smooth system that works the way you want it with minimal effort and a lot of free support on tap when you need it. Less Appropriate When you want something overpriced that looks pretty but takes 5 minutes to raise a single ticket, only gets updates quarterly, developments cost a fortune, licenses cost a fortune and your main concern is the Gartner report.
VU
Verified User
Manager in Information Technology (5001-10,000 employees)
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.
Pros
Ability to configure to tailor to your specific needs
Excellent integration with other sources (e.g. Active Directory, SCCM)
Easy to use interface
Cons
Some of the dashboards / reporting a bit clunky
Likelihood to Recommend
The key benefit we have seen is that there is no limit on the number of configurations, categories, "action" buttons, imported assets, etc. Our previous system had limits on all of these and the price escalated significantly if we wanted a sensible number of options available to us.
We have recently rolled out HaloITSM to multiple areas of the business which has allowed us to create a central "hub" for all service issues and requests. Problem and change management is being used by our support services and has really allowed us to improve the management of issues and changes. The only downside to this product is [that] you cannot set tickets [to not] create new tickets on an email mailbox setup, it's an all or nothing checkbox.
Pros
API Integrations
Flexibility of functions
Easy to configure
User Friendly
Cons
Further functions for individual mailboxes
Likelihood to Recommend
HaloITSM is well suited to all business requirements. We have areas from IT, facilities, finance, [and] fleet all using the system in different ways. [It] is customizable enough to be able to fulfill all individual departments' requirements.
VU
Verified User
Manager in Information Technology (1001-5000 employees)
One of the best ITSM solutions I have used. It was good before but the product has had a revamp in recent years the web app is modern and easy to use, very customizable. It is used around the world in multiple cultures and the feedback is always how easy it is to understand and start using. If I have ever had to log a support call with Halo the service is excellent and a quick resolution is found.
Pros
Easy to use
Simple to customise
Continually being developed, bring new features and integrations
Cons
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
Likelihood to Recommend
Having used a few different products over their years they have always felt static or charged more money for extra customization. It feels like if Halo does not do it today make the suggestion and it will do it tomorrow.
VU
Verified User
Professional in Information Technology (10,001+ employees)
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.
Pros
Good feature set
Simple to use but plenty of customisation
Pricing is simple
Plenty of new features being added.
Cons
Contract maintenance with suppliers still has very limited options
Project Managment could be better
Likelihood to Recommend
It has helped us maintan SLA's with our users and suppliers due to the ability to create differnet SLA's depending on the ticket workflow. We've also used it to asset label our Infrastructure. This has given us a greater vision of where our devices are, who's it being used by and ability to see warranty information quickly. The project managment side can be a little tricky to overview, but Halo does release a lot of updates and are always happy to get product feedback and add suggestions to their development program.
We use Halo for Incident, Change, and Asset Management. The original plan was for it to only be used by the IT Department to manage our Incident, Change, and Assets for internal and external customers. However, due to the ease of configuration, we expanded the usage to include our Facilities Team. The system is now used for monitoring live services (alerting staff automatically) and service catalog quoting (allowing the tracking of quotation status' and electronic approvals). Regarding management of our ISO27001 accreditations, through some basic configurations, we now track our ISO actions and report progress using Halo. There are other various aspects of Halo that we will be implementing but haven't gotten around to doing yet.
Pros
Integrations - New integrations are added with each update.
Support - The support team is excellent. Queries are resolved quickly and thoroughly.
It's very easy to configure. When it was implemented we were amazed at how easy it was to set up a workflow in minutes rather than hours. It's highly customizable.
Training - When the system was implemented the consultant assigned to us essentially took us through everything while she configured it. Therefore the training we received was bespoke to our requirements.
A well-thought-out mobile app. You can do everything on the mobile version of the website (even configuration), but there is a very good app to go with it. The app has some limitations, but where they exist it opens up the mobile version.
Cons
Asset management does feel a bit clunky. Sometimes that view can be difficult to read with all the data in 1 column rather than having two columns and less scrolling.
I would love to see a connecter to the Power Platform on MS365. The combined automation power of the Power Platform and Halo would be brilliant.
There are a lot of guides available. One thing that would be really useful is taking a common thing that people do and showing an actual example configuration from start to finish. Having said that, the support team is excellent!
Likelihood to Recommend
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.
VU
Verified User
Manager in Information Technology (201-500 employees)
We use HALO for our IT Support Desk within the Trust. It works incredibly well and gives us a simple-to-use system that allows us to log and manage IT Support Calls efficiently and effectively. The functionality is very good and is always being developed which allows us to keep updating and improving our internal workflows and processes and to utilise the new functionality. We chose HALO over many different systems that were available on the market due to it being cloud-based and very simple to use. Also with the other modules available such as Change and Asset Management and also the Self Service Portal it was very appealing to us. HALO is going from strength to strength and we look forward to using it in the future.
Pros
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.
Cons
The reporting needs a lot more development. We have had issues with report formatting and also unless you are a SQL expert, it is quite difficult to create your own reports easily. A graphical wizard would be perfect.
The feedback system was not great. However, new Survey functionality has been added that works a lot better. Still room for improvement, but it's definitely on the right track. Being able to add a custom button instead of a long URL would be better for the emails going to the end-users.
Likelihood to Recommend
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.
VU
Verified User
Engineer in Information Technology (1001-5000 employees)
