A global financial consultancy operating across 12 countries evaluated every major ITSM platform on the market. Halo ITSM came out on top, not just on price but on every dimension that mattered.
inlumi is a global consultancy headquartered in Utrecht, the Netherlands, specialising in financial reporting and enterprise performance management. Founded in 2000, inlumi has grown from a niche consulting firm into an international organisation with over 250 employees across 12 countries, serving large enterprise clients around the world. As the business expanded, so did its need for a robust, scalable ITSM platform.
ServiceNow had been inlumi's ITSM platform for several years, but as the business evolved, it became an increasing constraint. Costs were rising without a corresponding increase in value or functionality. The out-of-the-box capabilities couldn't meet inlumi's specific needs; every additional requirement meant another module, another cost, another integration to manage.
Customisation was a persistent challenge. While ServiceNow technically had the features inlumi needed, configuring them to match their workflows was difficult, time-consuming, and frequently required third-party involvement. New AI capabilities (a growing priority for the business) were either impossible to implement or came with a significant price premium.
Support quality had also declined noticeably over time. With every issue requiring escalation through a licensing partner before reaching ServiceNow directly, the relationship felt distant and slow.
"With ServiceNow, we just had a complex relationship. You always had to have a third party and you needed a licensing partner to get the license. And then if you had issues, you first go to that third party partner."
— Emmie van Alem, Customer Service and Compliance, inlumiinlumi conducted a thorough market analysis, comparing all major ITSM platforms including ServiceNow again. Their requirements were clear: feature-rich out of the box, intuitive interface, strong integration capabilities, a 30% reduction in licensing costs, and reliable direct support. Halo ITSM was the only platform that met all five.
From the first conversations, inlumi was struck by the response. Features that had been difficult or impossible to achieve in ServiceNow were immediately available in Halo, and the answer to their requirements was consistently yes. The implementation process was smooth and fast, with adoption across internal teams and clients happening quickly.
"I was actually quite blown away from the start with the possibilities. Having made a list of things that ServiceNow couldn't do or was too difficult to perform — it was just immediately, yes, we can do this. And this is how."
— Marissa Nijhof, ITSM Specialist, inlumiCustomisation in Halo required no coding. Building new departments, ticket types with dynamic visibility, and tailored workflows was as straightforward as designing them, removing the dependency on developers or external consultants that ServiceNow had created. Direct access to the Halo support team and account manager transformed the relationship from transactional to genuinely collaborative.
"Halo just came out on top, not just for price, but especially on the way we work together, the way you positioned it, the way your presales team worked with us to really create a case study, and to showcase what it can do."
— Frank Wessels, Chief Technology Officer, inlumiThe transition to Halo ITSM delivered measurable improvements across cost, capability, and experience, and opened the door to capabilities that ServiceNow had put out of reach.
"There were a lot of departments that haven't used ServiceNow, that now do want to use Halo. It's so nice to be able to have a department come to me and ask for forms to look a certain way, and for me to be able to do that myself."
— Marissa Nijhof, ITSM Specialist, inlumiGet in touch and one of our consultants will be in touch within one business day. No commitment, no sales pressure.
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