HaloITSM is an all-inclusive ITSM platform for incidents, requests, changes and assets. Read our 2026 review of features, pricing, pros, cons and alternatives.
Category
Help Desk
Pricing
Subscription (custom quote), from Custom pricing, typically around $50 per agent per month
Verified
Not yet
Last updated
July 18, 2026
Founded
1994
Headquarters
Stowmarket, England, United Kingdom
Web AppFree TrialAPIAI
Overview
HaloITSM is an all-inclusive, ITIL-aligned IT service management platform that bundles incident, request, change, problem, asset and knowledge management into one product rather than separately priced modules.
It is developed by Halo Service Solutions, a UK company founded in 1994 as NetHelpDesk that rebranded to Halo in 2019 after a full browser-based product rewrite, and is headquartered in Stowmarket, England, with over 250 employees.
Key Features
Core capabilities span incident and major incident management with SLA tracking, a self-service catalog with approval routing, change management with CAB review workflows, problem management with root cause analysis, and a CMDB for asset and dependency tracking.
Halo AI adds automated ticket triage, categorization and drafting assistance, while the platform offers over 1,000 built-in reports and flexible deployment across cloud, private cloud or fully on-premise environments.
Pricing
HaloITSM uses custom, per-agent monthly pricing rather than published tiers, with quotes depending on team size, deployment method and contract length; third-party estimates put typical costs around $50 to $70 per agent per month with all modules included.
Volume discounts apply at scale, and the company offers a 30-day free trial with full feature access along with a promoted all-inclusive enterprise package for qualifying organizations.
Key Features
Incident and major incident management — Centralized ticket logging, prioritization, SLA tracking and escalation for both routine and major incidents.
Service catalog and self-service portal — A configurable request catalog with automated approval routing and a self-service portal for end users.
Change management with CAB workflows — Supports standard, normal and emergency changes with Change Advisory Board review processes.
Problem management — Root cause analysis and known error documentation to prevent recurring incidents.
CMDB and asset management — Tracks configuration items, assets and their service dependencies in one place.
Halo AI — Built-in AI for automated ticket triage, categorization, prioritization and response drafting.
1,000+ built-in reports — Extensive out-of-the-box reporting plus custom dashboard building for IT and management visibility.
Flexible deployment — Available as cloud SaaS, private cloud, or fully on-premise to meet compliance and data residency needs.
Pros & Cons
Pros
All-inclusive pricing with no separate module fees
Flexible deployment options including on-premise and private cloud
Extensive out-of-the-box reporting library
AI-assisted ticket triage and automation via Halo AI
Scales from smaller IT teams to large enterprise deployments
Cons
Pricing is not published and requires a sales quote
Breadth of ITIL functionality can create a steeper configuration curve
Per-agent pricing can become costly for larger agent counts
Advanced ITIL workflows may require significant onboarding time
Third-party pricing estimates vary, making budgeting less predictable upfront
Pricing
HaloITSM (Per-Agent) Custom quote, typically around $50 to $70 per agent per month Monthly or annual contract
Enterprise Package Custom, promoted as an all-inclusive offer for qualifying organizations Custom contract
Frequently Asked Questions
What is HaloITSM used for?
HaloITSM is used by IT teams to manage incidents, service requests, changes, problems and assets in a single ITIL-aligned service management platform.
How much does HaloITSM cost?
HaloITSM uses custom per-agent monthly pricing based on team size, deployment method and contract length; third-party estimates put typical costs around $50 to $70 per agent per month with all modules included.
Does HaloITSM offer a free trial?
Yes, HaloITSM offers a 30-day free trial with full access to its features.
What is Halo AI?
Halo AI is HaloITSM's built-in artificial intelligence layer that automates ticket categorization, prioritization and response drafting.