HaloITSM

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.

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.

I can't say there's one thing in particular, but the interface, platform capabilities, flexibility, automation, licensing model and cost stand out. Our goal in moving to Halo was to migrate from two ISTM vendors into one. Not fretting about licencing is a major factor, it's simple and clear. Same with modules, I have access to everything and can enable or disable what I need without worrying about worrying about budget, a sales pitch or being reliant on third-party support. There 75% a cost saving compared to what one of the previous incumbents would have charged. The Halo price was significantly cheaper even at the previous contract term cost and we did not miss out on functionality.

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..

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

Support documentation is probably my biggest pain point: while the information is there, it often doesn't go to the right level of detail to explain the task. Sometimes we lean on Halo support to achieve our goal as the documentation doesn't quite cut it.