Enterprise Service Management

Halo ESM —
Enterprise Service Management for the Whole Organisation.

Enterprise Service Management (ESM) extends ITSM best practices beyond IT — bringing structured workflows, automated fulfilment, and a unified self-service portal to HR, Facilities, Finance, Legal, and every other department in your business. One platform. One licence. Every team.

Talk to an ESM Specialist

All Departments / One platform

No Extra Fees / Included in licence

Fully Configurable / Drag-and-drop workflows

Halo ESM — one platform connecting IT, HR, Facilities, Finance, Legal and more

The Fundamentals

What is Enterprise Service Management?

Enterprise Service Management is what happens when you stop letting IT have all the good tools. Every discipline that made your IT function more efficient — structured ticketing, SLA management, automated workflows, self-service portals, real-time reporting — those same disciplines can improve how HR responds to a new-starter request, how Facilities handles a maintenance job, and how Finance processes a procurement query.

ESM isn't a new product bolted onto ITSM. Done properly, it's the same platform, the same portal, and the same structured approach — extended to every team in the business. The result is an organisation where every department delivers consistent, trackable, measurable service, and where employees have one place to go for everything they need.

The Problem with Siloed Service Delivery

Most organisations have world-class IT service management and then a patchwork of email chains, shared inboxes, and spreadsheets everywhere else. That gap is exactly what ESM fixes.

Departments Working in Silos

HR uses email. Facilities uses a shared inbox. IT uses a proper ticketing system. Employees have no idea where to go, and requests fall through the cracks between teams. Cross-departmental processes like onboarding become a manual coordination nightmare.

No SLAs Beyond IT

IT can tell you exactly how long a P2 incident takes to resolve. HR can't tell you how long a leaver process takes, and Facilities can't tell you average time-to-repair on maintenance jobs. Without structure, there's no measurement, and without measurement, there's no improvement.

Poor Employee Experience

Employees shouldn't need to know which inbox to email, which form to fill in, or which person to chase. A fragmented service experience creates frustration, lost productivity, and a workforce that stops bothering to ask for help through official channels.

Costly, Error-Prone Processes

Manual handoffs between departments mean tasks get missed, duplicated, or forgotten. A new starter doesn't get a laptop on day one. A leaver still has system access weeks after they've left. These aren't just inconveniences — they carry real cost and real risk.

No Visibility for Leadership

Without a unified system, there's no single view of service demand, backlog, or performance across the organisation. Leadership can't prioritise resource, identify bottlenecks, or make the case for investment based on data — because the data doesn't exist in any usable form.

Expanding Tools Multiplies Cost

Many organisations respond to this by buying a separate tool for each department — an HR system here, a Facilities tool there. This multiplies licence costs, creates data silos, and requires integrations that break over time. ESM on a single platform eliminates the sprawl.

Why Halo

Built for ESM from the Ground Up

Most ITSM platforms treat ESM as an afterthought — a bolt-on module with a separate price tag that still feels like it belongs in the IT department. Halo is different. ESM isn't a feature you unlock; it's how the platform was designed. Every capability that powers IT service management works identically for HR, Facilities, Finance, and Legal — and it's all included in the single all-inclusive licence.

One licence, every department. No per-department fees, no module unlocks, no negotiation. HR, Facilities, Finance, Legal — all included.
One portal for every employee. A single, branded self-service portal where your people go for anything — IT support, an HR query, a room booking, a payroll question.
Drag-and-drop workflow engine. Configure complex cross-departmental workflows without developers. Onboarding, offboarding, procurement approvals — built visually, owned by the business.
AI included as standard. Auto-classification, smart routing, and virtual agent deflection work across every department — not just IT.

The Halo ESM advantage

ESM departments included in licence All of them

Time to configure a new department Weeks, not months

Self-service portal coverage Every department

AI across all ESM workflows Included, no add-on

Cross-departmental workflows Native, no integration

HR Service Management

Give HR the tools IT already has.

HR teams manage some of the most complex, multi-step processes in any organisation — new-starter onboarding, leavers, performance reviews, leave management, and more. Halo gives HR the same structured, automated, measurable platform that IT uses, without any additional licence cost.

Employee Onboarding & Offboarding

A single request triggers tasks across IT, HR, and Facilities simultaneously. Laptops, accounts, building access, payroll setup — all tracked in one place, with nothing missed and no manual chasing between teams.
Leave & Absence Management

Employees submit requests through the self-service portal. Automated approval workflows route to the right manager, notify the right people, and update records — with no inbox-management required from the HR team.
Training & Development Requests

Employees request training through the portal. Managers approve. HR administers. Finance is notified of costs. All without a single email being chased across three inboxes.
Employee Data & Security

Control who can view or edit sensitive employee information with role-based access controls. All HR activity is logged with a full audit trail, supporting GDPR compliance and internal governance requirements.

New Starters

Automated cross-team onboarding from one request

Leave Requests

Portal submission, automated approval routing

Training

Request, approve, and track learning in one flow

Data Security

Role-based access and full audit trail for HR records

HR Reporting & SLAs

Measure response times, backlog, and fulfilment rates across all HR services — the same way IT does for incidents

Maintenance Requests

Log, assign, and track repair jobs with full audit trail

Room & Desk Booking

Self-service bookings through the employee portal

Visitor Management

Pre-registration, check-in, and site compliance tracking

Health & Safety

Compliance tasks, risk assessments, incident reporting

Contractor & Vendor Management

Raise, assign, and track jobs for external contractors — with cost tracking, SLA visibility, and approvals all built into the workflow

Facilities Service Management

A smarter way to run your buildings and spaces.

Facilities teams are often the invisible backbone of an organisation — keeping buildings running, spaces managed, and people safe. Halo gives Facilities the same visibility, automation, and self-service that IT has always had, without any additional cost or a separate system to manage.

Employees log maintenance requests, room bookings, and site queries through the same portal they use for IT — no separate system, no separate login.
Facilities managers get a single queue, SLA tracking, and real-time dashboards — giving full visibility of what's open, what's overdue, and where the demand is coming from.
Health and safety tasks, compliance checks, and contractor jobs are managed as structured workflows — not tracked on a spreadsheet or chased over email.

The ESM Difference

Where ESM Really Earns Its Value

The biggest ESM wins aren't within individual departments — they happen at the seams between them. Halo's cross-departmental workflows eliminate the manual handoffs that make processes like onboarding so painful.

New Starter Onboarding — One Request, Three Departments

The classic ESM use case that shows exactly what a connected platform can do

IT Tasks

✓ Provision laptop and peripherals
✓ Create Active Directory account
✓ Configure email and Microsoft 365
✓ Grant application access

HR Tasks

✓ Complete employment contract
✓ Set up payroll record
✓ Schedule induction sessions
✓ Issue ID badge and welcome pack

Facilities Tasks

✓ Assign desk and workspace
✓ Issue building access card
✓ Set up car park permit
✓ Add to site register

All triggered automatically from a single new-starter request. Every task tracked. Nothing missed.

Unified Self-Service Portal

One place for every employee to request any service — IT, HR, Facilities, or Finance. No more "which email do I send this to?" Halo's portal surfaces the right catalogue, the right form, and the right knowledge article, automatically.

AI Across Every Department

Halo's AI isn't limited to IT. Auto-classification, smart routing, and virtual agent deflection work across every ESM workflow. An HR query gets routed to the right person. A Facilities request gets the right SLA. No extra cost, no separate AI licence.

Organisation-Wide Reporting

For the first time, leadership gets a unified view of service demand and performance across every department — not just IT. Volume trends, SLA compliance, and backlog by team, all from one reporting layer. The data to make real decisions.

Pricing That Makes ESM Possible

One Licence. Every Department. No Surprises.

One of the biggest barriers to ESM adoption isn't technology — it's commercial. Platforms like ServiceNow charge a separate licence for every department that wants to use the platform. That means the cost of ESM scales with your ambition, making it unaffordable for most organisations to extend beyond IT and one or two other teams. Halo takes the opposite approach. Every department, every workflow, every ESM module — all included in the single all-inclusive monthly licence you already pay for your ITSM.

Included in Every Licence

IT, HR, Facilities, Finance, Legal — all covered. No extra charge, no negotiation, no module unlocking required.

Start with IT. Add Departments Any Time.

Most organisations start with IT and expand to HR or Facilities in a second phase. No commercial barrier, no new contract — just configure and go.

~50% of ServiceNow's Cost

Halo typically costs around half the price of a comparable ServiceNow licence — and that's before you factor in per-department charges that ServiceNow adds for ESM.

Pure Play Halo Partner

We've Done This Before.
Many Times.

Allied ESM is a pure play Halo partner. We only do Halo, which means we've implemented ESM programmes across more organisations and more departments than most partners have delivered total Halo projects. When you engage us for an ESM programme, you get a team that has already solved the hard problems — department buy-in, workflow design, portal adoption, and change management.

ESM Discovery Workshop — we map your current service landscape across departments and identify the highest-value ESM use cases to tackle first.
Workflow Design & Build — we configure your HR, Facilities, and other department workflows in Halo, including all catalogue items, approval chains, and SLA targets.
Change Adoption — new tools fail because of people, not technology. We run structured adoption programmes to get every department using the platform from day one.
Ongoing Optimisation — ESM isn't a project with an end date. We stay with you to add new departments, refine workflows, and keep the platform working as your organisation evolves.

A typical Allied ESM phased approach

Phase 1 — ITSM Foundation

Get IT right first. Incident, request, change, and knowledge management. The platform foundation everything else builds on.

Phase 2 — HR & Facilities

Extend the platform to HR and Facilities. Onboarding, leavers, maintenance, bookings. The two departments that benefit most from a connected approach.

Phase 3 — Finance, Legal & Beyond

Roll out to remaining departments. Procurement approvals, contract queries, compliance tasks. The full ESM vision, delivered at pace.

Ready to take service management beyond IT?

Allied ESM has helped organisations of all sizes extend Halo from the IT department to HR, Facilities, Finance, and beyond. If you're already on Halo, you already have everything you need — you just need someone to activate it. If you're considering Halo, ESM is one of the most compelling reasons to choose it.

Talk to an ESM Specialist Explore Halo ITSM

Frequently Asked Questions

What is Enterprise Service Management (ESM)?

Enterprise Service Management is the practice of applying ITSM principles, processes, and technology to business functions beyond IT — including HR, Facilities, Finance, Legal, and more. ESM gives every department a consistent, structured way to receive, manage, and fulfil service requests, replacing ad hoc emails and spreadsheets with automated workflows and a unified self-service portal.

What is the difference between ITSM and ESM?

ITSM applies service management disciplines specifically to the IT department. ESM extends those same disciplines — ticketing, SLAs, workflows, self-service portals, and reporting — to every department in the organisation. Where ITSM manages an IT incident or change request, ESM manages a new-starter onboarding across IT, HR, and Facilities simultaneously.

Does Halo charge extra for ESM departments like HR or Facilities?

No. Halo's ESM capabilities for HR, Facilities, Finance, Legal, and every other department are included in the single all-inclusive licence at no additional cost. Unlike platforms such as ServiceNow, which charge a separate licence for each department, Halo removes the cost barrier to expanding service management across the whole organisation.

What HR processes can Halo manage?

Halo's HR Service Management module covers the full employee lifecycle: new starter onboarding, leaver offboarding, leave and absence requests, training requests, equipment and access provisioning, HR policy queries, and employee data management. All requests are managed through the same self-service portal as IT, giving employees a single place to go for any service need.

What Facilities processes can Halo manage?

Halo's Facilities Service Management module handles maintenance and repair requests, room and desk bookings, visitor management, health and safety compliance tasks, contractor management, and site services requests. Like all ESM modules in Halo, Facilities workflows are fully configurable using the drag-and-drop workflow engine and are available through the self-service portal.

Can Halo handle cross-departmental workflows like employee onboarding?

Yes — and this is one of Halo's core ESM strengths. A single new-starter request can automatically trigger tasks across IT (provision a laptop and accounts), HR (complete employment paperwork), and Facilities (assign a desk) — all tracked in one place, with full visibility and no manual handoffs between teams.

Is Halo ESM suitable for mid-market organisations or only large enterprises?

Halo scales from mid-market to large enterprise. Because the licence is all-inclusive and not priced per module or per department, organisations of any size can deploy ESM from day one without a prohibitive cost jump. Allied ESM has delivered Halo ESM implementations for organisations ranging from 200 to 50,000 employees.

How does Allied ESM help organisations implement Halo ESM?

Allied ESM is a pure play Halo partner. We implement, configure, and optimise Halo ESM for organisations looking to extend service management beyond IT. That includes ESM discovery workshops, department-by-department workflow design, self-service portal configuration, and change adoption support to ensure all teams actually use the platform from day one.

Halo ESM — Enterprise Service Management for the Whole Organisation.