🚨 Halo ITSM · MIM Module

When every second counts.
Major Incident Management.

Standard ITSM tooling isn't built for the unique intensity of a P1. Halo MIM is a purpose-built, enterprise-class command centre that mobilises teams, coordinates communications, and accelerates recovery when it matters most.

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P1/P2
Dedicated module
↓ MTTR
Automated response
1-click
Teams mobilisation
360°
Stakeholder comms
Enterprise Visibility

Every active major incident. One dashboard.

The Halo MIM dashboard gives IT leadership a real-time view of every active major incident across the organisation — priority, current milestone state, next communication deadline, and resolution target, all visible without drilling into a single ticket.

Halo Major Incident Management dashboard showing three live incidents with priority labels, milestone pipeline states, and communication deadlines
Live status

Priority, milestone state, service impact, and ownership visible across all active P1 and P2 incidents simultaneously.

Comms countdown

Next communication deadline and resolution target shown per incident — so no stakeholder update is ever missed.

Milestone pipeline

Visual lifecycle tracker — Started, Escalated, Diagnosed, Mitigated, Resolved, Closed — updated in real time per incident.

Command & Control

One workspace.
Total clarity.

The MIM command and control interface consolidates all information, activity, and communications in one secure location — so the focus stays on the incident, not on chasing updates across five different tools.

Impact & urgency — capture and present both the business and technical impact instantly so every stakeholder understands the scale and urgency.
Know who's involved — view all participants and their roles across technical and business teams; tag contributors for easy re-engagement in future incidents.
Embedded Teams chat — IT and business collaboration via native Microsoft Teams integration, directly within the command workspace.
AI Insights — built-in AI analysis surfaced directly in the incident record to accelerate diagnosis and inform decisions.
Halo MIM command and control interface showing incident details, impacted CIs, work activity tasks, latest activity log, and embedded Teams chat panel
Full Feature Set

Everything you need. Nothing you don't.

Halo MIM is included in every Halo ITSM licence. No add-ons, no Professional Services unlock, no separate module fee.

🎯

One-click mobilisation

Identify, engage, and mobilise SME support teams automatically into a dedicated Microsoft Teams channel — directly from the command interface, without picking up the phone.

🔴

Live service health visibility

Update and display service and application health in real time. Automatically flag degradations or outages to trigger records and inform key audiences the moment they occur.

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Full lifecycle tracking

Dynamic milestone states from Started → Escalated → Diagnosed → Mitigated → Resolved → Closed, with a full audit trail and traceability at every stage of the incident.

📢

Targeted stakeholder communications

Send opening, update, and closure messages directly from the command interface — keeping every stakeholder informed at every stage without leaving the incident workspace.

⚡

Automation that cuts MTTR

Integrate with 3rd party monitoring tools to run proactive health checks and auto-mobilise technical teams — dramatically reducing Mean Time to Recovery across every incident.

🔗

Auto-linked Problem record

At closure, Halo automatically creates a linked Problem record for Post-Incident Review — closing the loop between response and prevention without any manual steps.

Included as Standard

ServiceNow charges separately for this.
Halo doesn't.

ServiceNow requires ITSM Pro or higher — plus additional configuration — to unlock Major Incident Management workflows and the Teams integration behind them. In Halo, MIM is included in the base licence alongside AI, 250+ integrations, and every ITIL module.

🎯

Purpose-built for P1/P2

Not a standard incident with a priority flag. A dedicated module engineered for the full intensity and pace of major incidents.

📊

Reporting included

MTTR, incident frequency, time-per-milestone, and SLA breach reporting built in. No BI tool required, no additional licence.

🛡️

Revenue & reputation protected

Faster resolution, structured comms, and a full audit trail safeguard revenue, reputation, and compliance at every stage.

Frequently Asked Questions

Common questions, answered directly.

What is Major Incident Management in Halo ITSM?
Major Incident Management (MIM) in Halo ITSM is a dedicated module for managing P1 and P2 incidents — the high-severity events that disrupt critical services. It provides a centralised command and control workspace that consolidates all incident activity, communications, and updates in one place, eliminating the fragmented email and chat chains that slow down response during a live crisis.
Is Major Incident Management included in the Halo ITSM licence?
Yes. Major Incident Management is included in every Halo ITSM licence at no extra cost. Unlike ServiceNow, which charges separately for its Major Incident Management module, Halo includes the full MIM capability as a standard part of the platform. There is no additional licence, no module activation fee, and no usage-based charge — it is available from day one.
How does Halo MIM integrate with Microsoft Teams?
Halo's Major Incident module can automatically create a dedicated Microsoft Teams channel for each major incident and mobilise the required subject matter experts into it with a single click. All incident updates, stakeholder communications, and resolution steps are simultaneously logged back into Halo so the full audit trail is maintained. The Teams integration is native and requires no third-party connector or middleware.
How does Halo MIM compare to ServiceNow Major Incident Management?
Halo MIM is included in the standard licence; ServiceNow charges separately for the equivalent capability and typically requires significant Professional Services effort to configure it. Halo's MIM interface is purpose-built and available out of the box, whereas ServiceNow's implementation requires substantial configuration before it is production-ready. For organisations migrating from ServiceNow, feature parity is strong and total cost is significantly lower.
What metrics does Halo MIM track?
Halo MIM tracks mean time to resolve (MTTR), time per resolution milestone, incident frequency by category and priority, SLA breach rate, and stakeholder communication timeliness. All metrics are available in the real-time Halo dashboard with no additional BI tool or SQL knowledge required. Major incident trend reporting is built into the standard platform and available immediately after go-live.
Can Allied ESM configure Halo MIM for our organisation?
Yes. Allied ESM configures Halo MIM as part of every Halo ITSM implementation. This includes defining P1 and P2 escalation thresholds, setting up stakeholder notification templates, configuring the Microsoft Teams integration, and building your MIM runbook directly into the platform. Allied ESM can also review and optimise an existing MIM configuration on a live Halo instance as a standalone engagement.

See Halo MIM in a live demo.

Allied ESM are pure play Halo specialists. We'll show you the full MIM module in a working platform — no slides, no generic pitch.

Book a demo