Self-Service Portal in HaloITSM (ITIL 4)

Reduce ticket volume and speed fulfilment. We implement a branded self-service portal in HaloITSM so employees can request services, check status and find answers—aligned to ITIL 4 service desk guidance.
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HaloITSM overview

Related

Intuitive ITSM Software Delivered by Experts

What users get

  • Guided request forms with the exact fields you need; automatic routing and SLAs behind the scenes.
  • Knowledge suggestions during intake to deflect L1 volume and
    speed resolution.
  • Live status (“My tickets”) so users track progress and comment without emailing IT.
  • Works where they work: embed the self-service portal inside
    Microsoft Teams; add notifications & chatbot.
  • Single Sign-On (SSO) via Microsoft Entra ID (Azure AD) for
    seamless access.
What you get

Tip: Keep the portal simple and your KB current real-world HaloITSM best practices call out a
user-friendly portal and up-to-date knowledge as top wins.

Why teams choose
HaloITSM for self-service

  • Fully configurable branding, categories and forms with
    minimal lift from IT.
  • Tight Microsoft 365 fit: Teams embed + Entra SSO; optional
    Intune & Outlook mailboxes round out the employee experience.
  • ITIL-aligned front door to requests and incidents, keeping
    the service desk the single point of contact.

How SMC delivers (FR/BE/LU)

  • Design the catalog & UX: quick paths for top requests;
    concise forms; knowledge placement.
  • Enable SSO & Teams: Entra SSO, Teams notifications/
    chatbot, embedded portal with SSO.
  • Wire knowledge & SLAs: deflection rules, article versioning,
    response/resolution targets.
  • Measure & improve: portal usage, deflection %, FCR and
    request throughput (continuous improvement).
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FAQ-Portail Self Service

Frequently Asked Questions.

In ITIL terms, the service desk is the single point of contact; the portal is the user-facing front door for requests and incidents, with knowledge embedded to reduce effort.

Yes. HaloITSM provides guides to embed the self-service portal in Teams, add notifications and use a chatbot.
Keep articles current (use versioning), surface them contextually on forms, and measure what actually helps users. Halo provides KB configuration and KM guidance.
Yes—organizations running Halo expose “My tickets” so users can view open/closed items, add comments, or close simple cases.
We typically implement Microsoft Entra ID (Azure AD) SSO (and SCIM, if needed) for seamless sign-in and provisioning.