Halo ITSM includes full service request management with configurable forms, automated fulfilment workflows, multi-stage approval routing, and complete end-user visibility — all in one platform, included in every licence.
Halo separates service requests from incidents — giving your team a clean, dedicated queue that shows every open request, its category, current workflow stage, assigned team, and SLA status at a glance. No more mixing routine requests with urgent incidents in the same view.
Dedicated service request queue — separated from incidents so your team can manage volume and SLAs without the noise of unrelated tickets.
Filter by request type, team, SLA status, or requester — the right view for every agent, from first-line fulfilment through to senior approval.
SLA tracking on every request — Halo monitors response and fulfilment times and alerts the team before a commitment is missed.
Halo's service request ticket brings together the full lifecycle in one screen — current workflow stage, pending approval tasks, assigned fulfilment steps, and the complete communication thread with the requester. Nothing is hidden in a separate system or a spreadsheet.
Workflow stage shown at a glance — agents see exactly where in the fulfilment process a request sits without having to read through every action note.
Approval tasks surface directly in the ticket — approvers are notified, action in the portal, and the workflow advances automatically on approval without any manual chasing.
End-user updates are sent automatically at each workflow stage — requesters are kept informed without any manual communication effort from the team.
Every service request type in Halo has its own configurable form — with only the fields relevant to that request. New starter provisioning asks for start date, role, and equipment. Software access requests ask for the application and business justification. End-users get a clean, relevant form. Your team gets complete, consistent data every time.
Fully configurable forms per request type — no unnecessary fields, no free-text descriptions that leave your team guessing what's actually needed.
Dynamic field logic — show or hide fields based on previous answers. A hardware request for a laptop shows different options than one for a monitor.
Available from the self-service portal or raised by agents on behalf of end-users — consistent structured intake regardless of how the request comes in.
Built in and ready from day one — no extra module, no separate workflow tool.
Every request type in Halo maps to a service catalogue item — the right form, the right workflow, and the right team are all pre-configured. End-users browse and request without knowing anything about how IT works behind the scenes.
Build approval chains with multiple stages, parallel approvals, and conditional routing. Approvers are notified automatically and can action requests directly from the self-service portal — no Halo licence required.
Define fulfilment steps for every request type — tasks assigned automatically to the right teams in the right sequence. Password resets fulfilled in seconds; new starter provisioning completed across multiple teams without manual coordination.
Set fulfilment SLAs by request type or priority. Halo tracks every request in real time, alerts agents before breach, and escalates automatically when thresholds are crossed — so commitments are met without manual oversight.
Show or hide fields based on previous answers. Mandatory fields enforce data quality at intake. Different request types get different forms — all configured without code, using Halo's built-in form builder.
Requesters track their own requests from the self-service portal — current stage, pending approvals, and estimated fulfilment. Automated updates at every workflow stage keep end-users informed without any effort from your team.
The full service request lifecycle — catalogue integration, dynamic forms, approval chains, automated workflows, and SLA tracking — is all included in Halo's single monthly licence. No per-module fees, no workflow tool to licence separately.
Configurable forms per request type mean every request arrives with the right information — no back-and-forth to gather missing details before fulfilment can begin.
Multi-stage approvals and automated task assignment mean requests move through the workflow without manual chasing — from submission to closure.
Everything runs inside Halo — no third-party workflow or approval tool to licence, integrate, or maintain alongside your ITSM platform.
Service request management in Halo — answered directly.
Talk to an Allied ESM specialist and see how Halo handles every request — from submission to fulfilment — without the manual chasing.
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