Gartner defines IT service management (ITSM) platforms as software that offers cohesive workflow management and automation for organizations to plan, deliver, support and improve integrated IT services. ITSM platforms provide a system of record for ITSM practices, including request, incident, problem, change, knowledge, service level and configuration management. Typically offered as SaaS, ITSM platforms are also available for on-premises deployments as per organizational needs.
ITSM platforms are key tools used to manage IT support issues and aid employee productivity. IT leaders require robust ITSM platforms to drive business value in the services they provide, and are increasingly looking for these products to support digital business transformation outside IT. By capturing, tracking and reporting on service-related activities across the estate, the platform acts as a coherent system of record for ITSM-related actions. ITSM platforms boost infrastructure and operations (I&O) teams’ efficiency through automating processes, streamlining decision making and providing seamless integration with third-party applications. As organizational needs grow, advanced multichannel support features enhance the end-user experience, helping IT services remain agile and aligned with business goals.

IT Service Management Platforms

Gartner defines artificial intelligence applications in IT service management as tools that augment and extend IT service management (ITSM) workflows using AI. These analyze ITSM data and metadata (primarily found in ITSM platforms) to provide intelligent advice and actions on ITSM practices and workflows, such as IT service desk and support activities. This software can either be a stand-alone product, capabilities within an ITSM platform or an add-on to an ITSM platform.

Artificial Intelligence Applications in IT Service Management (Transitioning to AI Applications in IT Service Management)

HaloITSM Reviews, Ratings & Features 2025 | Gartner Peer Insights

Evaluation and contract negotiation

Evaluation & Contracting

Ability to understand your organization's needs

Timely and complete response to product questions

Pricing and contract flexibility (pricing and terms)

Integration and deployment

Integration & Deployment

Availability of quality 3rd-party resources (integrators, service providers, etc.)

Ease of integration using standard APIs and tools

Quality and availability of end-user training

Ease of deployment

Service and support

Service & Support

Timeliness of vendor's response

Quality of technical support

Quality of peer user community

Product capabilities

Product Capabilities

IT Support Enablement

Multichannel Engagement

IT Knowledge Management

Service Reporting and Resource Mgt

Case Management

Integrated AI

Adaptive Change & Release

Service Configuration Management

Collaboration

Workflow Automation & Integration

Overhead

User Experience

Development Integration

Additional Context

ServiceNow IT Service Management

ServiceNow

ServiceDesk Plus

ManageEngine

TOPdesk

SolarWinds Service Desk

SolarWinds

SymphonyAI IT Service Management

SymphonyAI

Jira Service Management

Atlassian

Freshservice

Freshworks

SysAid

EV Service Manager

EasyVista

TeamDynamix ITSM

TeamDynamix

<50M USD

50M - 250M USD

Gov't/PS/ED <5,000 Employees

250M - 500M USD

500M - 1B USD

1B - 3B USD

3B - 10B USD

Gov't/PS/ED 5,000 - 50,000 Employees

10B - 30B USD

HaloITSM

Halo

IT Service Desk Manager

I have mixed feelings about Halo, i want to like it, but it is painful to change the smallest thing. The term "many ways to skin a cat" comes to mind when trying to change or add a basic requirement to your instance is a painful experience with support. The platform presentation is great but it is very complex and feels like you need a degree to know the product inside out.

IT Services Associate

Our overall experience with HaloITSM has been very positive. Their customer service team has been extremely helpful - responsive, knowledgeable, and supportive throughout our implementation and beyond. The onboarding process was particularly valuable, giving us the tools and guidance needed to customize the platform to align with our internal processes. HaloITSM has proven to be a flexible and reliable solution for our organization's needs. We continue to learn more and more on how to customize this product to meet our needs. 

Other...

Ivanti

Microsoft

Hornbill

Vivantio

Zendesk

Help Desk Technology

Spiceworks

NinjaOne

Agiloft

ALVAO

Broadcom

Alemba

Axios Systems

Ivanti (Cherwell)

Efecte

Issuetrak

iSupport Software

OTRS Group

IT Operations Manager

The core ITSM system works well. Halo's implementation approach is very poor and we are still trying to implement a fully working system after 2 years. Experienced Halo Consultants do not have enough time to properly support customers and Halo Helpdesk staff do not have sufficient knowledge to support the product.  Parts of the system have been designed for specific customers and do not work off the shelf.  Development changes can be slow to implement.

Junior IT Analyst

HaloITSM has been a handy system for us to use to manage all of our ticketing and asset management needs, allowing us to configure it to suit our needs.

IT SUPPORT ENGINEER

Really good software that could do with a few extra features other than that it runs really smoothly and never has any issues 

Head of IT Infrastructure & Support

HALO ITSM has proven to be a very useful tool to help manage our IT service desk and the IT department in general.

ITSM Specialist

It's a delight to have such easy access to my contact person and the Support. Halo is always ready to support us in any needs.

Group Head of IT

HaloITSM has greatly improved our customer interactions and journeys through the help experience. The pace of development and integrations are a real plus.

It was a really good experience setting up the system, we were trained to configure the system ourselves so we could make future changes, and since going live the support has been excellent, including help with custom integrations with our other corporate systems.

Director of Operations

We love Halo! Having used it for 3 years and scouted for a CRM that fit our niche needs. It does, and more!

IT ASSOCIATE

Great experience, the customer success team are extremely helpful and tailor the product to meet our changing needs.

Active

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50M-1B USD

1B-10B USD

10B+ USD

Gov't/PS/Ed

IT Engineer

Halo has been great so far, it's really helped our team become more organised and improved our support to users. It integrates with the M365 stack really well, which is really handy. There's lots of customisation you can do - maybe too much - but pretty much anything you want to achieve you can do. As for their support team, no complaints at all, every time I have a query or issue it gets resolved promptly and effectively. 

Director of IT Service Delivery and Governance

We have always found our Halo team to be very responsive.  They understand our company and our needs and with their help we got up and running on Halo very quickly. We continue to move more teams onto Halo every month, right across our business.

IT Change and Release Manager

I started using Halo when I joined my current Organization. I have been impressed with their service and capabilities. Halo has been very useful in managing technical changes within the company and has helped to reduce risks on live environments by simplifying the way RFCs are raised and increasing visibility. 

IT Service Desk Analyst

Team are great and it's very easy to use. whenever i need help our technical account manager is always there to help sort bits out 

IT Manager

The product itself is easy to configure and administer on a day to day basis.

Great onboarding and support experience, a product that just works and is filled with options 
Intuitive workflow

IT Associate

The tool is exceptionally easy to use. User friendly and so far has provided great use to our organisation.

I have Used HaloITSM along with it's CRM, and PSA at several different companies. I'm a superfan of this product.

Incredibly customisable software, offers a wide variety of features and changes.

TECHNOLOGY SERVICE DELIVERY & GOVERANCE

great service, great product, great support from the team and the system is so easy to use

Halo is a software company specializing in the development of service management software, which is adaptable for onsite or cloud-based installations. The company's products, incorporating ITIL best practices, offer a comprehensive tool for diverse departmental needs in organizations around the world. Founded two decades back, the trust gained by Halo in over 40 countries signifies its expertise and robustness. The company's offerings facilitate scalability of IT support in organizations.

Halo Service Solutions is a privately owned software company, which provides service desk software that can be installed on premise or in the cloud. 

With built-in ITIL best practices, Halo Service Solutions is relied upon in over 40 countries to provide a platform, not only for IT teams, but for use across multiple departments. Organisations can scale their IT support with confidence, knowing that Halo Service Solutions has 20+ years of experience and is trusted by multiple FTSE 100 companies.

Halo Service Solutions

Halo Service Solutions is a software company specializing in the development of service desk software, which is adaptable for onsite or cloud-based installations. The company's products, incorporating ITIL best practices, offer a comprehensive tool for diverse departmental needs in organizations around the world. Founded two decades back, the trust gained by Halo Service Solutions in over 40 countries signifies its expertise and robustness. The company's offerings facilitate scalability of IT support in organizations.