Your HaloITSM is live, but agents still work around it, SLAs drift and the reports do not answer management's questions. SMC Consulting's ITIL v4 certified consultants review your instance, fix what holds it back, support your administrators day to day and measure the return on your investment.
HaloITSM can do far more than most instances use. The symptoms are usually the same, whoever did the implementation:
The fix is rarely a new tool. It is a clearer process, a simpler configuration and a few targeted automations. For a service desk on another platform, see service desk optimisation.
Asked whether another tool would do better? Our comparison of the 10 best ITSM tools sets HaloITSM against the alternatives, criterion by criterion.
Ticket types, categories, statuses, forms and teams: what is used, what is duplicated, what confuses agents.
Routing, approvals, SLA timers and escalations, checked against how your teams really work.
Directory, email, Teams, discovery tools and the CMDB: what is connected, what is stale, what is missing.
Portal use, knowledge use, self-service rate and the habits that keep people away from the tool.
In a free 30-minute ITSM audit, a senior consultant looks at your instance with you. You leave with a maturity score and three priorities.
Halo's own support desk handles the platform: product issues, bugs and hosting. SMC Consulting supports what is specific to you: your configuration, your processes and your people. The two work together, and you have one partner who knows your instance.
A consultant your HaloITSM administrators can call when a rule, form or workflow does not behave as expected.
New request types, approval chains, reports or fields, scoped, built, tested and documented.
New HaloITSM features reviewed with you, and on-premise upgrades planned with your infrastructure team.
Problem, change, CMDB, asset management or enterprise service management added when you are ready.
Agents, approvers and administrators who join after go-live trained on your own setup.
Indicators reviewed with your service desk manager, and the next improvements chosen from the data.
A first look at your instance and your goals, with three priorities.
Configuration, workflows, SLAs, integrations and adoption reviewed with your administrators and key users.
Quick wins and structural fixes, with effort and expected effect, validated with your IT management.
Our consultants build the changes with your administrators, so the knowledge stays in-house.
The indicators recorded at the start are measured again, and support continues if you want it.
Organisations whose HaloITSM was set up elsewhere and who want a second look and a partner close by.
Teams who configured HaloITSM themselves and now need ITIL v4 expertise to take it further.
Organisations bringing HR, facilities or other departments onto the same platform.
Yes. We start with a health check of your instance, whoever built it, and propose a support model that fits your team. Many of the fixes are small; the value is in knowing which ones matter.
With indicators recorded before any change: resolution times, first-contact resolution, self-service and deflection, backlog, SLA compliance and agent hours on manual work. We measure them again at six months and show what changed. We do not promise percentages in advance.
A review of configuration, workflows, SLAs, integrations and adoption with your administrators and key users, and a prioritised, costed roadmap: quick wins first, then the structural fixes.
Yes. We work on cloud and on-premise instances. On-premise, upgrades and infrastructure changes are planned with your own infrastructure team.
Yes. Cleaning categories, forms and workflows before you move data makes a migration simpler. If you are moving to HaloITSM from another tool, see migration to HaloITSM.
Halo's support desk answers for the product and the platform. SMC Consulting answers for your configuration and processes: how a rule should work, why an SLA escalates nobody, how to add a new request type. You can use both.
Book your free 30-minute ITSM audit. A senior consultant looks at your instance with you and identifies the three changes worth making first.
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