Enhance your service delivery with an AI-powered, ITIL-aligned Enterprise solution built to modernise your IT operations and elevate every aspect of service delivery. Allied ESM is the Halo ITSM implementation partner UK organisations turn to for expert delivery — bringing undivided focus to every engagement.
Halo ITSM challenges industry norms with a single all-inclusive solution built on an engineering-first foundation. It replaces fragmented, outdated workflows with intuitive, up-to-the-minute processes and valuable analytics — all powered by industry-leading AI. Halo ITSM enhances efficiency, consistency, and productivity, giving your teams the ability to deliver the very best in service to customers and employees alike. All at a single monthly cost, regardless of how you use the platform.
What Halo ITSM Can Do for You
Halo's platform covers every aspect of IT Service Management: powerful tools to streamline operations, automate workflows, and enhance service delivery from day one.
Incident Management
ITIL-verified incident management that restores normal service operation as quickly as possible. AI automatically classifies, summarises, and prioritises incoming tickets, reducing manual triage and ensuring consistent, auditable resolution from first contact to closure.
Major Incident Management
A purpose-built command centre for P1/P2 response. One-click mobilisation into a dedicated Microsoft Teams channel, live service health visibility, targeted stakeholder communications, and automated health checks. All from a single workspace engineered to reduce MTTR.
Problem Management
Drive down repeat incidents by identifying and resolving their root causes. Link incidents directly to open problem records, capture known errors and workarounds, and share resolutions through the knowledge base, reducing recurrence and long-term support overhead.
Change Control
ITIL-aligned change control for standard, normal, and emergency changes. Configurable approval workflows take changes from initial request through CAB review, scheduling, and post-implementation review, with a full audit trail and calendar view throughout.
Service Request Management
Customisable request forms and automated fulfilment workflows ensure every service request is captured consistently, routed correctly, and completed without manual chasing. From password resets to new starter provisioning.
Knowledge Management
AI-powered knowledge creation and discovery that turns ticket resolutions into reusable articles at the click of a button. Agents are prompted to contribute at ticket closure; end-users see relevant articles before they raise a ticket, deflecting demand and improving first-contact resolution.
Self-Service Portal
A modern, fully branded portal your end-users will actually use. Halo's Emotion AI and Virtual Agent guide users to the right service, surfacing relevant knowledge articles before a ticket is ever raised, reducing inbound volume while improving the employee experience.
CMDB & Asset Management
Manage configuration items and end-user assets with a full CMDB that visualises CI dependencies and links incidents and problems directly to affected assets, enabling proactive impact analysis and faster root cause identification before issues escalate.
AI & Automation, Included
Every Halo licence includes AI as standard. Not an add-on, not a separate tier. Auto-classification, smart summarisation, predictive analytics, and workflow automation are built into the platform from day one at no extra cost. Recognised in the 2024 Gartner Magic Quadrant for AI in ITSM.
Deliver faster resolutions
Halo ITSM's ITIL-aligned processes make it easy to manage incidents and meet SLAs. Automate workflows and centralise your communications effortlessly.
Use AI to triage, summarise, and categorise incidents or requests for better consistency, visibility, and efficiency.
A self-service portal that your users will love
Allow users to find and request services directly from the portal.
Fulfil requests automatically and without errors using Halo ITSM.
Enhance customer experience with Emotion AI and Virtual Agent to reduce response times.
Have visibility of all changes across the organisation
Track, plan, and deliver changes at any scale with robust change management.
Standardise processes and meet deadlines across all departments.
Centralise your asset management
Manage end-user assets and configuration items using Halo ITSM's CMDB.
Visualise CI dependencies and link incidents/problems directly to CIs.
Identify and resolve systematic failures before they cause major issues.
Enterprise-Class · Included as Standard
When Every Second Matters. Major Incident Management.
Standard ITSM tooling isn't built for the unique intensity of a P1. Halo MIM is a purpose-built command centre that gives your major incident teams the clarity, control, and coordination they need when it matters most, mobilising the right people instantly and keeping everyone informed throughout.
One-click mobilisation: identify, engage, and mobilise SME support teams automatically into a dedicated Microsoft Teams chat and collaboration channel.
Live service health visibility: update and display service and application health in real time, automatically flagging degradations or outages to trigger records and inform key audiences.
Full lifecycle tracking: dynamic milestone states from Started through Escalated, Diagnosed, Mitigated, Resolved, and Closed, with full traceability at every stage.
Enterprise-wide visibility: a real-time major incident dashboard gives a unified view of all active incidents across the organisation, from one central command centre.
P1
Command & Control
All information, activity, and communications in one secure workspace. Focus remains on the incident, not the tooling.
↓ MTTR
Automation
Integrate to 3rd party tools to run proactive health checks and auto-mobilise technical response teams to dramatically reduce Mean Time to Recovery.
Teams
Native Integration
IT and business team collaboration through embedded chat with native Microsoft Teams integration. No bridge calls, no context switching.
360°
Stakeholder Comms
Send opening, update, and closure messages directly from the command interface, keeping every stakeholder informed at every stage without leaving the incident.
Frequently Asked Questions
Everything you need to know about Halo ITSM, answered directly.
What is Halo ITSM?
Halo ITSM is an enterprise IT Service Management platform developed by Halo Service Solutions. It is ITIL-aligned, AI-powered, and delivered on a single all-inclusive monthly licence that covers every module, all AI capabilities, and 250+ native integrations. Halo ITSM is used by over 5,000 organisations across 100+ countries and scores 4.6 out of 5 on Gartner Peer Insights from over 200 verified reviews.
What's included in the Halo ITSM licence?
Every Halo ITSM licence includes the full platform: incident management, problem management, change control, service request management, major incident management, knowledge management, self-service portal, CMDB, IT asset management, and Enterprise Service Management workflows for HR, Facilities, Finance, and more. AI capabilities including smart ticket routing, auto-classification, virtual agent, and predictive analytics are included as standard. There are no per-module fees, no AI add-ons, and no hidden integration charges.
Is Halo ITSM ITIL aligned?
Yes. Halo ITSM is developed in line with the ITIL Best Practice Framework and has been verified in Incident Management, Problem Management, Change Control, and Service Request Management. All core ITSM processes are aligned to ITIL standards out of the box, with no additional configuration required to meet the framework.
Does Halo ITSM have AI built in?
Yes. AI is included in every Halo ITSM licence at no extra cost. Capabilities include automatic ticket classification and categorisation, smart summarisation of incidents, AI-powered knowledge creation and discovery, a virtual agent for self-service deflection, and predictive analytics. Halo ITSM's AI was recognised in the 2024 Gartner Magic Quadrant for AI in IT Service Management.
What is Major Incident Management in Halo ITSM?
Halo ITSM includes a purpose-built Major Incident Management (MIM) module for enterprise-class P1/P2 response. It provides a command and control interface consolidating all information, communications, and activity in one workspace. Key capabilities include one-click mobilisation of SME teams into a dedicated Microsoft Teams channel, live service health visibility, targeted stakeholder communications, automated health checks, and a real-time dashboard showing all active major incidents across the organisation.
Can Halo ITSM be used beyond IT, for HR, Facilities, or Finance?
Yes. Halo ITSM is a full Enterprise Service Management (ESM) platform. Out-of-the-box workflow libraries cover IT, HR, Facilities Management, Finance, Legal, and more, all included in the single licence. Unlike platforms such as ServiceNow that charge a separate licence for each department, Halo's ESM capabilities are included as standard, removing the cost barriers to expanding service management across the whole organisation.
How does Halo ITSM compare to ServiceNow?
Halo ITSM provides comparable ITSM and ESM capabilities to ServiceNow at significantly lower cost, typically around 50% of ServiceNow's standard licence fee. Halo supports both named and concurrent licensing, unlike ServiceNow's named-user-only model. On Gartner Peer Insights, Halo scores 4.6 out of 5 versus ServiceNow's 4.3. Halo also supports on-premises or global AWS deployment, while ServiceNow is cloud-only with very limited on-premises options. Learn more about migrating from ServiceNow to Halo →
What security certifications does Halo hold?
Halo Service Solutions holds SOC 2 Type 2 (independently audited annually), ISO 27001:2022 (certified to the current edition of the international information security management standard), Cyber Essentials Plus (the UK government's independently tested cyber security certification), and UK GDPR compliance with data hosted in the UK (AWS London). For NHS and health sector deployments, Halo also holds the DSPT Certificate 2026–27 at Standards Exceeded level. Security controls are monitored continuously across 70+ controls covering infrastructure, product security, data and privacy, and internal procedures.
Where is customer data hosted and how is it protected?
Halo is hosted on AWS infrastructure across multiple global regions. UK and EU customer data is hosted in the AWS London region, isolated from other geographic regions. Data is encrypted at rest (AES-256) and in transit (TLS 1.2+ with HSTS enforced). Sensitive database fields carry additional X509 certificate encryption. Halo targets 99.95% availability, with a recovery time objective of 4 hours and a recovery point objective of 1 hour. A full Data Processing Agreement (DPA) and security documentation pack are available on request via Allied ESM.
Your UK Halo ITSM Partner, Built Around Your Business
Halo ITSM provides comprehensive capabilities designed to streamline your operations and enhance service delivery across your entire organisation.
Gartner Peer Insights
Halo powers 5,000+ organisations across 100+ countries
As a Halo partner, Allied ESM delivers this proven platform to organisations across the UK
