A HaloITSM implementation succeeds when the processes are clear before the tool is configured. SMC Consulting's ITIL v4 certified consultants scope your first release, design the workflows with your teams, configure HaloITSM, connect your tools, train your agents and administrators, and stay through go-live.
Every HaloITSM purchase comes with an onboarding package, quoted by scope. As a certified partner, SMC Consulting delivers it, and we treat it as an ITSM project rather than a software installation: roles, categories, priorities, SLAs and approvals are agreed with your process owners first, then built in HaloITSM and tested with real scenarios.
The people who design your workflows know the practices behind them, so HaloITSM supports the process instead of dictating it.
Our advice is independent. If you choose HaloITSM, we can also supply the licences as its certified partner, and we tell you so up front.
Categories, priorities and approval chains are agreed and tested before anything is built, so agents work in the tool rather than around it.
We do not hand your project to a third-party subcontractor. The team that scopes your project is the team that configures it.
A live demo on your own scenarios, or a free trial: 30 days, 15 of them guided by SMC Consulting.
The first release covers what your teams need on day one; the rest follows in planned iterations.
Categories, priority matrix, routing, SLAs and escalations, plus a major incident process.
A self-service portal with request forms, approvals and knowledge suggested before a ticket is logged.
Root-cause work on recurring incidents and a change process with a CAB only where the risk justifies it.
The configuration items that matter first, fed by discovery tools such as Lansweeper or Intune.
Single sign-on, user provisioning, email intake and Teams notifications, so the service desk lives where people work.
Dashboards for SLAs, backlog and volumes, and the AI features (triage, summaries) switched on where they help.
For teams replacing a basic tool or starting fresh, the fast-track puts a fixed scope live in six weeks: incident and request management, the catalogue and portal, SLAs and escalations, knowledge and reporting. The scope is locked in week 1, with acceptance criteria, so it does not grow along the way. Problem and change management, a deeper CMDB and further integrations follow once the foundation is stable. If you need them from day one, or you run several service desks, choose the full implementation.
| Week | What is delivered |
|---|---|
| Week 1 | Framework, MVP scope and KPIs agreed with the sponsor; acceptance criteria written |
| Week 2 | Incident and request workflows, categories and the first service catalogue; routing and agent templates |
| Week 3 | Self-service portal and priority knowledge articles; SLA rules and automatic escalations |
| Week 4 | Dashboards and operational reports; essential integrations (directory, email, CMDB basics) |
| Week 5 | Test plan run, agent and user training, controlled go-live |
| Week 6 | Stabilisation, first indicators reviewed, next improvements chosen from real use |
What you prepare: a sponsor who can decide, an ITSM contact available one to two days a week, your current SLA and escalation rules, and the list of integrations the first release needs. Ticket history is not part of the fast-track: we start with clean data and keep the history accessible separately, or migrate it later (see migration to HaloITSM).
A senior consultant reviews your service desk, volumes, tools and goals with you, and confirms whether HaloITSM fits.
Roles, categories, priorities, SLAs, approvals and the catalogue agreed with your process owners, and the first release scoped.
HaloITSM built from the agreed design, in short cycles, and shown to your teams at each step.
Directory, email, Teams and discovery tools connected; the data you keep imported and checked.
Agents, administrators and approvers trained on their own scenarios; a controlled go-live with support on hand.
The indicators agreed at the start are measured again, and the next iteration is planned from the data.
Who want the project scoped by people who will also deliver it, with licences and onboarding in one quote.
Who need a tool their agents adopt from the first week, with SLAs and reports they can trust.
Who need the implementation and the data migration planned together.
How long it takes depends on the processes, integrations and data in scope. For a mid-market ITIL scope, our comparison guide gives 8 to 16 weeks to the first live processes; the fast-track option below puts a fixed set of essentials live in 6 weeks. The licence and onboarding prices are on the HaloITSM pricing page. For an implementation on another tool, see ITSM implementation.
It depends on the processes, integrations and data in scope. For a mid-market ITIL scope, our comparison guide gives 8 to 16 weeks to the first live processes. The fast-track option puts incident, request, portal, SLAs and reporting live in 6 weeks with a fixed scope. We commit to a schedule once the scope is agreed.
Halo requires an onboarding package with every purchase, priced by scope. SMC Consulting scopes and delivers it: design workshops, configuration, integrations, data, training and go-live support. Licences and onboarding come in one quote; see HaloITSM pricing.
Yes, and it is often the better choice. We start with clean data, keep the old history accessible separately for audits, and migrate only the open tickets, users, knowledge and assets you need.
Yes. Administrators learn to change forms, rules, workflows and reports themselves, so small changes do not depend on a consultant. Agents and approvers get training on their own scenarios.
Yes. We offer administration support, change requests, health checks and improvement cycles; see HaloITSM support and optimisation.
Incident and request management, the catalogue and portal, SLAs and escalations, the first knowledge articles, basic automations and operational reporting, with an adoption plan. Problem and change management, a deeper CMDB and history migration come in later iterations.
Book a live demo on your own scenarios. You can also start a free trial: 30 days, 15 of them guided by SMC Consulting.
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