Overview
Product Information on HaloITSM
Updated 15th April 2026
What is HaloITSM?
HaloITSM Pricing
Overall experience with HaloITSM
IT Associate
Gov't/PS/ED <5,000 Employees, EducationFAVORABLE
“Flexible and rapidly evolving ESM with strong AI, automation and self-service capabilities”
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, SoftwareCRITICAL
“Support is Helpful but Platform Maintenance Remains Challenging and Time-Consuming”
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
Do You Manage Peer Insights at Halo?
Access Vendor Portal to update and manage your profile.
Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
Top HaloITSM Alternatives
Peer Discussions
HaloITSM Reviews and Ratings
Filter Reviews
Sort By:
Most helpful
Last 12 Months
Star Rating
Reviewer Type
Reviewer's Company Size
Reviewer's Industry
Reviewer's Region
Reviewer's Job Function
- IT AssociateGov't/PS/EdEducationReview Source
Flexible and rapidly evolving ESM with strong AI, automation and self-service capabilities
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 Manager1B-10B USDTransportationReview Source
Migration And Centralisation Easy Yet Advanced Setup Challenges Occur With HaloITSM
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. - IT Manager50M-1B USDFinance (non-banking)Review Source
Incredible Value and Flexibility in a Single Platform. Support Documentation Needs Improving
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 ManagerGov't/PS/EdGovernmentReview Source
Best ITSM tool I have used in the past 20 years
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 SPECIALIST50M-1B USDIT ServicesReview Source
Support Access Easily Available But Feature Decisions Depend On Community Input
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.
...
Showing Result 1-5 of 230
Recommended Gartner Insights
This service may contain translations provided by Google. Google disclaims all warranties related to the translations, express or implied, including any warranties of accuracy, reliability, and any implied warranties of merchantability, fitness for a particular purpose and noninfringement. Gartner's use of this provider is for operational purposes and does not constitute an endorsement of its products or services.
