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

Ivanti Neurons for ITSM

Ivanti

<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. 

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Hornbill

Vivantio

Zendesk

Help Desk Technology

Spiceworks

NinjaOne

Agiloft

Broadcom

Alemba

ALVAO

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.

Help Desk 

This was a very easy transition and the functionality is excellent. We have been very pleased with the product

Customer Service Manager & Assistant IT 

NetHelpDesk provided us with a new help desk solution. It was an excellent experience from start to finish. 

IT Support Manager

As part of trying to bring our IT service desk forward we decided the first step should be to find a new ticketing system that suited our needs. 

After a lot of research, we decided on NetHelpDesk. The package they provided for our on-premise installation was comprehensive and impressively integrated with our existing technologies. There were certain integrations which we required that NetHelpDesk did support out of the box, but they quickly developed a package that was perfect for our needs and now is a crucial part of the working system.

NetHelpDesk has increased our efficiency as a Service Desk exponentially and allowed us to streamline our process with regards to incident management creating a better relationship with our users. Thanks to NetHelpDesk the time to log a single phone call has gone from around 5 minutes down to roughly 30 seconds! We now log roughly 11,000 tickets a month with ease!

Our agents find the NetHelpDesk system easier, faster and more intuitive than the Microsoft Service Manager system we previously used.

The NetHelpDesk team have been extremely friendly and willing to help with anything we have asked for even going to lengths most companies wouldn’t to make sure the software was tailored to our exact specifications.

A huge thank you to Tim, Connor and two Tom’s for their continuous efforts.


Head of Operations

NetHelpDesk provide a ITIL compliant Service Desk software that is fully tailorable to your business need and internal business processes that you may adopt including bespoke approval processes for Change Management or Procurement.
The staff of NHD listen to you and tailor their approach to your business on an individual and customised method appropriate to your needs and expectations.
The NHD team are incredibly versed in their product and any support assistance if needed is delivered incredibly efficiently and with minimal disruption to service if any.  I can not recommend this product highly enough - so much so that I have now implemented this in two different organisations.

Telecommunications Specialist & Sales Executive

NetHelpDesk is the main piece of software we use for our Technical Support desk and for our Sales function. We find this to be very beneficial for all aspects of our business. If there are ever any issues, they are more than helpful and provide a very quick response and fix. 

Active

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50M-1B USD

1B-10B USD

10B+ USD

Gov't/PS/Ed

Technical Analyst

My overall experience with HaloITSM overall has been positive. Ease of use and effective ticketing in the platform has both increased our IT service management effectiveness and efficiency. Custom dashboards and reporting tools stand out in particular. HaloITSM has proven to be a useful addition to our organisation.

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.

IT TECHNICIAN

I have been using Halo for nearly two years and the first thing I can say is wow! Halo is an amazing, simplistic and easy to use system and tool for managing tickets, change management and ensuring a first class support service is provided for end users. I am in HaloITSM all throughout my working day and the amount of customisability is unparalleled in my experience. Being able to change your own profile picture to changing the colours of individual aspects of the product just simply makes using Halo a lot preferable to any previous tools that I have utilised. Furthermore, Halo also allows for me to manage devices within the organisation, I can manually add in any devices we have allocated and in my case add an asset tag to and assign it to that said user within Halo itself. This makes finding out device information for a user who is experiencing issues far simpler and saves time asking questions leaving more time to fix the issue at hand!

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.

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 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 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 ASSOCIATE

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

IT Manager

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

Service Delivery Manager

We have had Halo for around 4 years and was on the original implementation team.  We have expanded the service desk offering to a number of other departments in the business and have set up bespoke service desks for them to run.  This year we plan to bring all of our assets online through Halo as we love the product!

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.

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.