Name: HaloITSM
Rating: 4.7 (223 reviews)

Overview

Review Summary

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Product Information on HaloITSM

Updated 15th April 2026

What is HaloITSM?

HaloITSM is an Enterprise service management software designed to streamline and automate cross-functional processes for organisations. The software provides features such as incident, problem, and change management, asset and configuration management, and service request handling within a centralised platform. It supports workflow automation, reporting, self-service for end users, and integration capabilities with other business applications. HaloITSM addresses the need for efficient IT operations by enabling standardised processes, improving visibility into IT activities, and facilitating collaboration among teams. Its configuration and customisation options help organisations adapt the software to meet multiple specific service management requirements.

Overall experience with HaloITSM

IT Associate

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

FAVORABLE

“Flexible and rapidly evolving ESM with strong AI, automation and self-service capabilities”

5.0

May 20, 2026

Since going live, the overall experience with Halo ITSM has been positive. Compared to our previous ITSM solution, the platform has given our org significantly more flexibility, visibility and control across service management processes, while still remaining relatively straightforward to administer and develop internally. One of the strongest areas of the platform is its flexibility. Workflows, forms, automations and service processes can be adapted quickly as operational requirements change, without requiring large scale redevelopment work or heavy reliance on third party consultancy. This has allowed us to continually refine processes post implementation rather than treating the go-live state as fixed. The automation and integration capabilities have also delivered tangible operational benefits. We have been able to streamline ticket routing, approvals, notifications and asset-related processes, reducing manual handling and improving consistency for support teams. Integration options and API availability have supported wider development work around our self service offering, including continued enhancement of the our chatbot experience and virtual agent functionality. Another positive aspect has been the pace of platform development. Regular updates continue to introduce new functionality and improvements, and Halo has generally shown a willingness to engage with customer feedback and feature requests. The product feels actively developed rather than static. From an administration perspective, the system provides a strong balance between configurability and usability. Reporting, custom fields, service catalogue configuration and asset management capabilities have all improved our ability to tailor the platform to organisational requirements across multiple teams and service areas. As with any implementation, there have been areas requiring workarounds or additional configuration, particularly where legacy process alignment or data migration complexity existed. However, overall the platform has enabled us to modernise and consolidate a number of service management functions more effectively than was possible previously, and the overall experience has been very positive.

It Associate

<50M USD, Software

CRITICAL

“Support is Helpful but Platform Maintenance Remains Challenging and Time-Consuming”

3.0

Feb 4, 2026

Incredibly detailed, but complicated platform. Requires a ton of knowledge to build out the product and workflows.

About Company

Company Description

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.

Company Details

Company type

Private

Year Founded

1994

Head office location

Stowmarket, United Kingdom

Number of employees

51 - 200

Website

https://usehalo.com/

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HaloITSM Likes & Dislikes

The AI and Virtual Agent capabilities within Halo ITSM have been one of the most valuable areas for us. They have allowed us to significantly expand the our Chatbot experience and improve self-service functionality for users, while reducing manual handling for support teams. The flexibility of the platform and its integration capabilities have made it possible to develop and evolve these services internally as requirements change. This has given us far more scope to innovate around automation, knowledge delivery and user interaction than was possible with our previous ITSM system. The pace of development is also a major positive, with regular updates continuing to improve AI, automation and virtual agent functionality over time.

You can do pretty much anything within the ITSM. Requires a lot of fine-tuning. Great support though when we had a second person someone onboard us.

One of the stand out features for us, compared to our previous tool, is the reporting. It's robust and intuitive, giving us easy access to what we need to ensure our teams are performing and delivering for our customers. The platform is also easy to use in comparison to other tools we have seen on the market. This has been crucial in driving adoption at the pace we have implemented the solution across our business. It has also been a key requirement to enable us to roll out across the business. We have been impressed at the speed and efficiency of the implementation process, including the migration from our previous tools. Halo allowed us to centralise our IT service desk quickly and seamlessly, which was a critical factor in realising our goal of rationalising multiple applications into a single unified platform.

While the flexibility of Halo ITSM is one of its biggest strengths, it can also introduce complexity. There are often multiple ways to achieve the same outcome, which can make governance and consistency more challenging. Some of the new functionality, particularly in rapidly evolving areas, can feel less mature than the core ITSM platform. Features develop quickly through regular updates, but this can occasionally lead to gaps in documentation or changes in behaviour between releases that require additional testing and adjustment. Reporting and data structure flexibility are strong overall, but building highly customized reports or complex cross-module data views can sometimes require a deeper understanding of the underlying system configuration than expected. As the platform becomes more heavily customised, maintaining consistency across processes and integrations also becomes increasingly important.

It is very difficult to manage and maintain. There's a lot of minute details that goes into changing the screens, fields, workflows, etc.

While powerful, the configuration options within Halo can be quite complex. Setting up certain custom functionalities for nuanced business processes requires a deep understanding of the platform, which can be a barrier for new administrators or those without more technical backgrounds. Halo University certainly helps reduce this but it's something to be aware of. A particular challenge we've encountered is the difficulty of visualising the impact of configuration changes before they are applied. Without a clear view of the sandbox environment, it can be hard to anticipate how configuration changes will affect the live environment. I appreciate that this could be part of the learning curve mentioned above. Finally, beyond the initial set up, mastering the more advanced configuration and optimisation of business processes within Halo presents a steep learning curve. While the core functionality is accessible, achieving highly tailored workflows or integrating complex business logic is probably best left to the professional services approach..

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Gov't/PS/Ed

Education

Review Source

Flexible and rapidly evolving ESM with strong AI, automation and self-service capabilities

IT Manager

1B-10B USD

Transportation

Migration And Centralisation Easy Yet Advanced Setup Challenges Occur With HaloITSM

4.0

Mar 17, 2026

HaloITSM has proven to be an effective solution that significantly enhances our ability to scale our support services into a unified platform. Its capabilities have allowed us to successfully rationalise multiple applications into one, directly reducing our overheads. Initially we migrated and centralised our IT service desk but were quickly able to onboard other areas of the business who had never used a service desk before - such as our Finance team. Furthermore, Halo enables us to centralise our existing business service desk, including HR, to support the consolidation of multiple applications.

50M-1B USD

Finance (non-banking)

Incredible Value and Flexibility in a Single Platform. Support Documentation Needs Improving

Mar 19, 2026

My experience with Halo has been largely positive over the last 18 months. Having migrated from another vendor, we've streamlined our ITSM processes and clawed back valuable resource time from testing, upgrading and troubleshooting upgrades. While the initial setup required significant effort, the long term ROI in terms of efficiency and resources has become clear. You need an understanding of Halo as a Platform, and it can be a steep learning experience with Ticket Types, workflows, actions, tabs, fields, integrations, SQL, HTML CSS etc. The effort put in is more than worth it.

Strategic Change Manager

Government

Best ITSM tool I have used in the past 20 years

Mar 23, 2026

The product is ready for use straight out of the box with very little configuration to get up and running. Since purchase we have added more processes and amended the process to suit our requirements. Self-service was a must for us, we have now developed both Internal and External Self-service portals which has driven efficiencies to our processes. More recently the introduction of the Chat Bot has increased our self-service footfall, now users are starting to use our knowledge base for self-help, this has driven down calls to our ServiceDesk.

ITSM SPECIALIST

IT Services

Support Access Easily Available But Feature Decisions Depend On Community Input

Mar 24, 2026

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 need. Update 24/03 - Finished the first project using Halo's consultancy and am pleased with the level of care, knowledge and meeting my expectations.