Name: HaloITSM
Rating: 4.6 (216 reviews)

Overview

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 Manager

1B - 3B USD, Transportation

FAVORABLE

“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.

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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User Sentiment About HaloITSM

Reviewer Insights for: HaloITSM

Deciding Factors: HaloITSM Vs. Market Average

Performance of HaloITSM Across Market Features

HaloITSM Likes & Dislikes

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.

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HaloITSM Reviews and Ratings

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IT Manager
1B-10B USD
Transportation
Review Source
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.
IT Manager
50M-1B USD
Finance (non-banking)
Review Source
Incredible Value and Flexibility in a Single Platform. Support Documentation Needs Improving
5.0
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
Gov't/PS/Ed
Government
Review Source
Best ITSM tool I have used in the past 20 years
5.0
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
50M-1B USD
IT Services
Review Source
Support Access Easily Available But Feature Decisions Depend On Community Input
5.0
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.
Manager of IT Services
Gov't/PS/Ed
Government
Review Source
Supportive Partnership and Flexible Features Highlighted in HaloITSM Interactions
5.0
Mar 19, 2026
HaloITSM are easily the most supportive partner I have had dealings with. They aren't like other partners in their approach; definitely a 'how can we help?' rather than 'how much can we get you to spend?'

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