Specialised Halo PartnerHaloITSM certified. Listed in Halo's partner directory.HaloITSM and HaloESM
One platform for every department.
ITIL-aligned service management for IT, extended to HR, Facilities, Finance and Legal on one data model. Implemented in eight to twelve weeks by a Specialised Halo Partner that runs its own service desk on it.
- 8–12weeks to go-live
- 35+Halo implementations
- 1data model across every department
8 to 12 weeks- 01weeks 1–2
Discovery and design
Requirements, service catalogue and solution design, with the owners in the room.
- 02weeks 3–6
Configuration and testing
Platform built to the design, tested against your real request types.
- 03weeks 7–9
Migration and training
Data migrated, analysts and requesters trained on the system they'll actually use.
- 04weeks 10–12
Go-live and support
Production cut-over, stabilisation, and the hand-off to managed support if you want it.
Every department has a service desk. Most just don't call it that.
HaloESM is HaloITSM's workflows, catalogue and portal extended to the teams that field requests by email today. One platform, one data model, one place to look.
IT Services
- Incident and request
- Change and CMDB
- Knowledge and self-service
HR Services
- Onboarding and offboarding
- Policy and leave requests
- Employee case management
Facilities
- Maintenance requests
- Space and desk booking
- Access and contractors
Finance Ops
- Invoice queries
- Purchase approvals
- Expense exceptions
Legal
- Contract review requests
- Compliance queries
- Policy approval workflows
Operations
- Supplier requests
- Fleet and equipment
- Cross-team handoffs
Three stages. Start at any of them.
You don't need a transformation programme. Each stage delivers on its own, and the integrations grow with it: just enough to start, then what cross-functional work needs, then what intelligent automation needs.
Stage 1
Onboard and digitise
Build the foundation.
Move from disparate systems and email to one coherent platform. Quick to establish for HR, Facilities, Finance or Legal, with low risk and value you can see.
What you get
- A single system of record and consistent ways of working
- Less shadow IT and email overload
- Visibility across every request
- Faster onboarding for new team members
Integrations: essential. Identity and SSO, email, optional asset data.
Stage 2
Modernise and orchestrate
Connect and optimise.
Break down silos so work flows across departments. The shift from one team's efficiency to the organisation's effectiveness.
What you get
- Fewer manual handoffs
- Cross-team orchestration with OLAs and metrics that show it
- Services that reflect real complexity
- HR, finance and CMDB data in the flow of work
Integrations: operational. HR systems, finance and ERP, CMDB and collaboration tools.
Stage 3
Innovate and automate
Scale with intelligence.
AI-assisted triage, routing and virtual agents handle routine work; the platform starts to predict demand rather than just record it.
What you get
- AI-assisted triage and intelligent routing
- End-to-end automated workflows
- Virtual agents for self-service
- Demand and capacity forecasting
Integrations: strategic. AI services, iPaaS layers, industry platforms and analytics. And when the agents multiply, AI Ninjas runs them as services.
What we implement.
ITIL-aligned, configured for adoption rather than for the audit, and measured on outcomes across every department that uses it.
Incident management
Rapid resolution with intelligent routing and escalation.
- AI-assisted ticket routing
- Automated priority assignment
- SLA tracking and alerts
- Major incident management
Request fulfilment
Streamlined requests with self-service options.
- Service catalogue design
- Approval workflows
- Self-service portal
- Request automation
Change management
Controlled change with risk assessment.
- Change advisory board
- Risk and impact analysis
- Approval calendars
- Rollback procedures
CMDB and assets
Asset tracking and relationship mapping.
- Automated discovery
- Relationship mapping
- Licence management
- Impact analysis
Knowledge management
Knowledge created where the work happens.
- AI-assisted article creation
- Smart search and suggestions
- Community contributions
- Usage analytics
Self-service portal
A portal people actually use.
- Custom portal design
- Mobile optimisation
- Virtual agent integration
- Request tracking
Integrations
Connected to what you already run.
Active Directory, Entra ID, LDAP, SAML SSO
Microsoft 365, Teams, SharePoint, OneDrive
Jira, Confluence, GitLab, Azure DevOps
PowerShell, SCOM, Nagios, Zabbix
Halo's AI, configured so your teams own it.
Triage, summaries, knowledge drafting and a virtual agent are built into Halo, at no extra licence cost. We set them up to fit how your desk works and hand them over with the controls to run them.
Triage, routing and summaries
Tickets classified, prioritised and routed on content; incidents summarised so the analyst starts at the resolution, not the history.
Knowledge and the virtual agent
Articles drafted from resolved cases, and a virtual agent that answers from your knowledge with the source attached.
Once the agents are live, running them is a discipline of its own. That's AI Ninjas, our practice for AI as a managed service on Halo.
Measured on outcomes.
Every implementation is scoped against a number the department cares about: first-contact resolution, hours saved each week, SLA achievement. We agree it before we start and report on it after go-live.
See it on your own tickets.
A demo built around your service desk, not a slide deck. Bring an ugly process and we'll show you what it looks like on Halo.
The trial is on haloitsm.com; it's Halo's own trial, registered to us as your partner.
Comparing platforms?
Halo against ServiceNow, Freshservice and Jira Service Management, written to help you choose, including when the answer isn't Halo.
