HaloITSM
HaloITSM is IT service management software for handling incidents, service requests, changes, problems, assets, and reporting.
What HaloITSM is
HaloITSM is IT service management software for handling incidents, service requests, changes, problems, assets, and reporting. Teams can capture incidents through multiple channels, route them, track SLAs and OLAs, and manage major incidents in a dedicated console. Its service catalogue supports forms, approvals, tasks, automation, and request tracking through a portal. Change tools include approval flows, CAB reviews, risk checks, calendars, implementation plans, and rollback steps. Assets, configuration items, services, users, and their relationships appear in one view, with discovery and integrations to update data.
HaloITSM includes 1,000+ out-of-the-box reports and a no-code query builder. Halo describes the platform as API-centric and offers web, iOS, Android, API, and self-hosted options. The annual plan is £66 a month per agent and includes all features; an onboarding package is required at a bespoke cost. End users and portal customers are free. A 30-day trial includes all features and modules and requires no credit card. Halo is based in Suffolk, United Kingdom.
Good
- Tracks incidents, SLAs, and OLAs.
- Change workflows include risk checks and rollback steps.
- Includes 1,000+ reports and a no-code query builder.
- Trial includes all features and modules for 30 days.
- Available on web, iOS, Android, and self-hosted.
Watch out
- Costs £66 a month per agent, billed annually.
- An onboarding package is required at bespoke cost.
- No free plan is listed.
Who it suits
HaloITSM suits IT teams managing service requests, incidents, changes, assets, and reporting. It is presented for organisations including public sector, education, financial services, and healthcare.
Verdict
HaloITSM covers service management workflows, assets, reporting, and multiple deployment options. Its trial provides a way to assess the full feature set before committing to the annual per-agent plan and onboarding cost.
Plans and prices
From HaloITSM's own pricing page, checked 15 Oct 2026.
| Plan | Price | What it gives you |
|---|---|---|
| HaloITSM public-sector listing | £33 a month | full access · personal support · 30-day trial · educational discount available · per licence |
| All-inclusive ITSM software (G2 listing) | £40 a month | starting price shown by G2 |
| HaloITSM | £66 a month | one price with all features included · named or concurrent licences · end users and portal customers free · onboarding package required at bespoke cost · annually; per agent, per month |
| Halo all-in-one platform | £69 a month | all features, modules and integrations included · named or concurrent licensing · end users free · onboarding package required · billed annually; per agent |
| Halo Enterprise Package | — | unlimited licenses · funded implementation · annual fixed fee |
The facts
Each one read from HaloITSM's own pages, with the date it was checked.
What it does
- AI capabilities
- AI functions include ticket triage, summarisation, categorisation, emotion analysis, virtual-agent support and knowledge creation, included in the standard platform.checked 15 Oct 2026
- API
- Halo describes its platform as API-centric, and its guides explain how to connect applications through the Halo API.checked 7 Oct 2026
- API extensibility
- The API documentation says integrations can perform anything available in the web application and supports building apps and extensions.checked 15 Oct 2026
- Asset management
- The product includes asset and configuration management with a CMDB, dependency visualisation and links between incidents, problems and configuration items.checked 15 Oct 2026
- Change control
- Change-management tools track, plan and standardise organisational changes and their deadlines.checked 15 Oct 2026
- Change management
- Change management includes approval flows, CAB reviews, risk checks, change calendars, implementation plans, and rollback steps.checked 7 Oct 2026
- Cloud hosting
- Halo says its cloud applications run on Amazon Web Services and identifies six AWS regions: London, North Virginia, Frankfurt, Montreal, Cape Town, and Sydney.checked 7 Oct 2026
- CMDB and assets
- Halo brings assets, configuration items, services, users, and their relationships into one view, with discovery and integrations to update data.checked 7 Oct 2026
- Compliance
- Halo states that Halo Service Solutions has completed Cyber Essentials and that Halo Service Solutions Ltd is SOC 2 Type 2 and ISO 27001 compliant.checked 7 Oct 2026
- Database requirement
- On-premises deployments require Microsoft SQL Server 2016 or later, with compatibility level 130 or higher and JSON support.checked 15 Oct 2026
- Documentation
- The official guide library includes administrator guides for actions, agents, custom fields, tickets, stock, self-service, services, SLAs, statuses and views, plus reporting and AI guides.checked 15 Oct 2026
- Incident management
- The platform provides ITIL 4 incident categorisation, prioritisation, escalation, resolution and closure workflows, with AI triage and SLA tracking.checked 15 Oct 2026
- Integrations
- Halo advertises more than 200 native integrations, including Microsoft 365, Azure AD, Entra ID, Teams, Slack, Jira, Salesforce, monitoring and discovery tools.checked 15 Oct 2026
- Licence
- Halo's terms grant a limited internal-use subscription and prohibit copying, reverse engineering, derivative works, sublicensing and source-code discovery, indicating proprietary software.checked 15 Oct 2026
- Limit: configuration complexity
- Capterra reviewers say the broad feature set and configuration options can make implementation complicated and require more training.checked 15 Oct 2026
- Limit: performance and support
- Gartner reviewers mention occasional sluggish performance and one critical review describes support as slow.checked 15 Oct 2026
- Limit: reporting and knowledge base
- Reviewers report that custom reporting can require SQL knowledge and that knowledge-base lifecycle, feedback and dashboard capabilities are limited.checked 15 Oct 2026
The company
- Company
- Halo describes itself as a UK-based software company founded and based in Suffolk.checked 7 Oct 2026
- Company legal name
- The legal entity is Halo Service Solutions Ltd, company number SC216980; previous legal names include Net Help Desk Limited and CNet Information Systems Limited.checked 15 Oct 2026
- Company ownership
- Gartner Peer Insights describes Halo as a private company founded in 1994 with headquarters in Stowmarket, United Kingdom and 51–200 employees.checked 15 Oct 2026
- Company profile
- LinkedIn lists HaloITSM in information technology and services, headquartered in Stowmarket, England, with 201–500 employees and a 1994 founding year.checked 15 Oct 2026
- Headquarters
- Suffolk, United Kingdomchecked 28 Sep 2026
Where it runs
- Limit: mobile app
- A Google Play reviewer reports that many functions open the web app, tickets may crash or hang from notifications, and text fields are difficult to use for longer entries.checked 15 Oct 2026
- Mobile app
- The Android app lets agents view and action tickets, access teams and customers, search Halo and receive notifications, while linking to the web app for other functions.checked 15 Oct 2026
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