Halo

What do you like most?

The best thing about Halo is that it brings everything together in one place - case management, customers and change management. This means that we do not have to use several different systems. MSP Nordics gave us very good tips and ideas on how to set up the system.

What do you like least?

Halo offers many integrations, but some of them require a little extra configuration to work smoothly. Once they are in place, everything works seamlessly.

What business-critical problems do you feel Halo solves?

Structured incident management tools ensure that critical incidents are handled quickly and efficiently, minimising downtime and business impact

What do you like most?

As a Service Desk Manager, Halo is a tool that has really simplified and improved our daily work. What I like most is how user-friendly and structured the system is. We can easily manage tickets, prioritise workflows and follow SLAs in real time, ensuring that we deliver high quality service to our users. The automation is one of my absolute favourites - with features like automated escalations, reminders and customisable workflows, we can work faster and more efficiently. In addition, the reporting tools have been invaluable. They give us a clear overview of key metrics such as case volumes, resolution times and team performance, making it easier to identify areas for improvement and make data-driven decisions. Another great benefit is the self-service portal. Our end-users can easily create, track and resolve simple tickets themselves, which has relieved our team and improved the user experience. In summary, HaloITSM has made our service desk more organised, efficient and proactive. It is a tool I highly recommend to anyone who wants to take their ITSM to the next level!

What do you like least?

As a Service Desk Manager, I really appreciate most things about Halo, but if I have to mention something I like the least, it's that some advanced customisations and integrations can be a bit time-consuming to set up on my own. The system has an incredible amount of features, but sometimes it takes a little extra time to configure them exactly the way we want them. Having said that, this is something that is really solvable with the right support we received from our local Swedish partner - and once we have customised the system, it works exceptionally well. The inbuilt automation and workflow features are powerful, and when we've taken the time to set them up, we've seen huge improvements in both efficiency and quality.

What business-critical problems do you feel Halo solves?

One of the biggest problems we had before was the lack of structure and traceability in case management. With Halo, we now have a centralised system where all incidents, requests and changes are logged, prioritised and managed in an organised way. This has given us a clear overview and ensured that we do not miss any critical cases. Another business-critical area where Halo has really made a difference is the follow-up and compliance with SLAs. The system helps us keep track of deadlines, which not only improves our service quality but also strengthens the relationship with our users and customers. The reporting and analysis tools have also been crucial in identifying trends and bottlenecks. We can now proactively improve our processes and make data-driven decisions, making our service desk more efficient and strategic. In summary, Halo solves several business-critical problems such as lack of structure, inefficient use of resources and difficulties in meeting SLAs. It has really raised the level of our IT service and helped to create a more stable and productive business.

What do you like most?

The self-service portal has made a huge difference to our organisation, as our users can now easily create and track their tickets without having to contact support directly. The integration with other tools, such as our email system and asset management solution, has allowed us to work more efficiently and get a better overall picture of our IT resources.

What do you like least?

We had some challenges with the Swedish language package at first, but our local partner MSP Nordics helped us. Now everything is great!

What business-critical problems do you feel Halo solves?

Halo offers powerful reporting and analytics tools that provide insights into key metrics, such as SLA fulfilment, case volume and asset management. This supports informed decisions and continuous improvement of our business.