‘Flexible’, ‘scalable’,’ intuitive’ – sound familiar? The ITSM market is crowded with platforms built for very different organisations. Despite targeting vastly different budgets and company sizes, they’re often sold using the same language, making it harder than ever to separate real capability from marketing noise.
To help IT leaders navigate this complex market, Revo brings grounded insight into how platforms perform under real operational pressures, highlighting the real-world details that aren’t always covered in marketing materials or feature lists. This expertise enables IT leaders to make informed decisions based on what truly works in high-demand service environments.
In this article, we turn the spotlight on HaloITSM. We’ll explore how Halo delivers real value – from its highly configurable platform and rapid deployment to its flexible licensing model and broad integration capabilities – and explain why it might be a good fit for your organisation.
Introducing HaloITSM
Originally founded in 1994 as NetHelpDesk, the company evolved its product from a simple help desk tool into a feature-packed ITSM platform. In recent years, it rebranded as HaloITSM to reflect the solution’s maturity and broader capability. Today, Halo is one of the UK’s fastest-growing, privately owned software companies, with over 25 years of experience and a global footprint covering more than 75 countries.
What makes Halo stand out as an ITSM platform?
From its highly configurable workflows to its rapid deployment and broad integration capabilities, HaloITSM is designed to meet the demands of complex organisations. Here are some of the key ways it delivers value:
1. Highly configurable and customisable
Perhaps the biggest differentiator of the Halo system is its flexibility. You can adjust almost every aspect of workflows, ticket types, statuses, forms and the self-service portal. This allows organisations to tailor solutions to their exact needs – whether that’s multi-stage approval workflows, complex third-party interactions or bespoke service catalogues. It’s also possible to modify visual elements, terminology, URLS and more to align the platform with your organisation’s brand and processes.
2. Rapid deployment with pre-built processes
While Halo allows extensive customisation, it also includes pre-configured, best practice processes for common ITSM workflows. This enables organisations to deploy core functionality virtually ‘out-of-the-box’, generating value and ROI quickly. Teams can then gradually extend capabilities and refine workflows as their requirements evolve.
3. Flexible licensing model
Because Halo supports both named and concurrent users, it’s a cost-effective option for enterprises with multi-shift operations or global teams. For example, a single license can be shared across multiple shifts in a ‘follow-the-sun’ model, reducing overall licensing costs while maintaining continuous service coverage.
Licensing is all-inclusive, covering integrations, support and platform upgrades, so organisations can scale usage without hidden fees. Each customer also receives a dedicated test environment at no extra cost, offering greater control, security and flexibility compared to many other platforms.
4. Broad integration ecosystem
Halo comes with hundreds of pre-built integrations, enabling seamless connection to HR, finance and other enterprise systems. This allows quick and efficient cross-system automation, making it particularly valuable for organisations managing complex, multi-department workflows.
For example, a new employee onboarding workflow can automatically trigger a request for IT equipment, HR access set-up and financing approvals, all within the same system.
5. Enterprise-grade security and deployment options
The Halo platform is ISO-certified and offers cloud, on-premise and hybrid deployment options. This gives organisations control over their data and infrastructure, while still benefiting from SaaS-enabled regular updates and managed support.
For example, a multinational operating in a regulated industry (e.g. financial services) could store sensitive customer data on-premise within its own data centres, while opting for cloud deployment for IT support tickets and workflows. This ensures compliance while retaining the scalability and accessibility benefits of a cloud-based service.
6. Supports MSPs and multi-customer environments
For managed service providers (MSPs) and organisations supporting multiple clients, Halo offers granular control over data visibility, custom branding, filtered knowledge bases and customisable self-service portals. This allows third-party teams or client-facing agents to access only the information they need, reducing the risk of errors or accidental data exposure.
For example, an MSP managing IT support for several clients can configure Halo so each client sees only their own branded portal, relevant knowledge articles and service requests. This provides a personalised experience to the client, while enabling the MSP to deliver support efficiently and securely.
An expert perspective on Halo
HaloITSM is a platform we’re increasingly using at Revo to deliver flexible, scalable service management solutions for our clients. It’s combination of rapid deployment, extensive customisation and robust licensing model makes it a compelling choice for organisations seeking control and scalability.
While no solution is perfect for every scenario, in our view, Halo is particularly suited to organisations that are:
- Supporting multi-shift or global teams, with cost-effective licensing for named and concurrent users.
- Prioritising workflow customisation, for example, advanced ticket journeys spanning multiple departments or suppliers.
- Operating in regulated industries or handling sensitive data, requiring the option of cloud, on-premise or hybrid deployment to meet compliance and security requirements.
- Supporting multiple clients, needing the flexibility of granular visibility, custom branding and client-specific, self-service portals.
Next steps
Explore the Halo solution page to learn more, or book a personalised demo with one of our experts to see how it could transform service management for your organisation.
