Service Desk promise that delivers all that you ask for along with a few things you never knew you needed
Rating: 10 out of 10
March 03, 2022
Vetted Review
Verified User
8 years of experience
As a company built on acquisitions, we had a
number of disparate solutions and teams that we wanted to bring together in
one, easy use, and easy-to-customize solution that fitted our business need,
rather than trying to fit our business to the structure of the solution. We needed one solution for IT, HR, Purchase Ledger, and Customer Service that also integrated with existing solutions and was ITIL compliant.
- Ticketing Structure
- The ticketing structure (allowing us to add custom fields and tables) and the process are quick, clean, and easy to adapt to our changing needs. Change requests are processed within a few hours (complex ones take longer, purely for testing), however, the whole solution is geared to customization and the more you work with it the more you get out of it
- SLA's
- Detailed SLAs for each part of the business, with multiple tiers, time frames, reporting, and alerting options - a different config for every team configured with a few simple clicks
- Time Management
- Excellent granular reporting that lets you drill in, both from a business perspective as to how many hours are being spent on different activities and from a support perspective, where are your teams spending their team.
- Reporting
- Excellent set of customizable reports (hundreds of them) along with a reporting tool (For which a little SQL does go a long way) and for those fiddly reports, free support is only a call away.
- Role Assignments
- Simple role assignments that make updating changes to teams and departments the work of minutes rather than days. Easy to apply and each person can have multiple roles. Simple but powerful and very sleek.
Cons
- Training Documentation
- Sometimes finding the right information on how to do something can take longer than doing it. Often resort to calling support to understand new functionality.
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10.0
- Reduced 11 systems into 1
- Reduced overall ITSM system spend by 78%
- Reduced support complaints
- (Before implementation, averaging 8% user base complaints, now averaging 0.003%)
- SysAid, SolarWinds Web Help Desk (WHD), ManageEngine ServiceDesk Plus, ServiceNow Now Platform and Spiceworks Help Desk
Simply better. Each system has its merits, however, HaloITSM simply does everything in one neat package. no hidden costs fully sorted and without the constant frustrations of other systems. Simple, elegant, efficient, and maps to our processes NOT the other way around - the way software should be.
- Organisation Configuration
- Being able to add layer on layer made it easy for us to add companies and branches within specific organisation structure - which in turn made reporting very simple
- Tickets can be raised with minimal effort, both mnaually and from incoming calls
- Reports are really easy to modify and customise
- Access rights can be as granular as you like