HaloITSM vs Freshservice (2025):
which ITSM fits your team?
Both are capable ITIL-aligned ITSM platforms. If you want a Microsoft-centric stack (Entra ID/Azure AD, Intune, Teams) with flexible workflows, a rich CMDB/ITAM, and hands-on delivery in FR/BE/LU, HaloITSM implemented by SMC is a strong fit. If you prefer transparent, packaged SaaS pricing with an AI virtual agent and a large marketplace out of the box, Freshservice is attractive especially for lean teams that want to start fast. HALO Freshworks+1
What both platforms do well
- Core ITIL 4 practices: Incidents, requests, changes, problems, knowledge, service catalog. HALO Freshworks
- CMDB & assets: Centralized CIs with relationships; discovery/import options. Freshworks Freshservice
- Workflow automation across tickets/approvals/SLAs. HALO
- Integrations with collaboration, identity, DevOps and monitoring tools. HALO+1 HALO Freshworks
Where they differ (at a glance)
| Category | HaloITSM | Freshservice |
|---|---|---|
| AI & automation | Focus on automation-at-scale (Service Automation Framework), collaboration/ swarming; AI assistance is evolving. | Freddy AI (virtual agent) for conversational assistance (Teams/Slack), with plan-based availability. HALO Freshservice Freshworks |
| Microsoft stack | Deep Entra ID (Azure AD) SSO/provisioning; Teams notifications/chatbot/embedded portal; Intune device import. | Azure AD SSO & SCIM provisioning; Teams “ServiceBot” virtual agent & ticket collaboration. HALO HALO+1 Freshservice+2 Microsoft Learn+1 |
| CMDB/ITAM depth | CMDB + Lansweeper & Virima integrations for discovery/mapping. | CMDB + discovery via agents/probes and marketplace integrations. Lansweeper+1 Freshservice |
| DevOps | Two-way sync with Jira and Azure DevOps. | Marketplace connectors for Jira/Azure DevOps and more. HALO+1 Freshworks |
| Telephony/remote | RingCentral, TeamViewer etc. | Large marketplace (incl. Teams apps, automation/iPaaS). Freshworks |
| Microsoft stack | Typically quote-based via partners/ Direct (contact us). | Public, agent‑based pricing (starts at published entry price; day passes for occasional agents). Freshworks Freshservice |
Note on AI availability: Freshservice documentation shows Freddy AI availability varies by plan; some
pages indicate Enterprise‑only while others list multiple plans—confirm at purchase time.
Freshservice+1
Deeper comparison
HaloITSM
built around a Service Automation Framework to standardize service definitions across processes and drive end‑to‑end automation; collaboration “swarming” is a key practice. HALO+1
Freshservice
Freddy AI Agent provides 24/7 conversational help (Teams/Slack), suggested resolutions and self‑service deflection; check plan eligibility. Freshservice
See also: HaloITSM overview
HaloITSM
Freshservice
- Azure AD SSO and SCIM provisioning documented by Microsoft. Freshservice Microsoft Learn+1
- Teams “ServiceBot” plus ticket collaboration inside Teams. Freshworks Freshservice+1
HaloITSM
integrates natively with Lansweeper (pulls discovered assets directly into Halo) and Virima for service mapping—useful to populate CMDB fast and keep it fresh. Lansweeper+1
Freshservice
CMDB supports relationship mapping and offers agent/probe discovery and barcode scanning; marketplace adds more sources. Freshworks Freshservice
HaloITSM
two‑way sync with Jira Software and Azure DevOps for linked issues/work items. HALO+1
Freshservice
Marketplace connectors and third-party apps cover Jira, Azure DevOps, UiPath, etc. Freshworks UiPath Marketplace
HaloITSM
publishes plan tiers with a per-agent model and offers day passes for occasional agents. Freshworks Freshservice
Freshservice
is usually quoted based on scope and modules; contact us for a tailored proposal.
Popular integrations
HaloITSM
- Microsoft Entra ID (Azure AD) · Teams · Intune · Slack · Jira · Lansweeper · Virima · RingCentral · TeamViewer · REST API · iPaaS (ONEiO, Alumio).
- Docs: Azure AD, Teams, Slack, Jira, Intune, Lansweeper, Virima, RingCentral, TeamViewer, API, ONEiO, Alumio. HALO+2HALO+2 HALO+2HALO+2 Lansweeper+1 Freshworks+1 oneio.cloud
Freshservice
- Azure AD SSO & provisioning, Microsoft Teams
ServiceBot/collab, Jira, UiPath, and hundreds more via the Freshworks Marketplace. Freshservice+1 Microsoft Learn+1 Freshworks+1 UiPath Marketplace
When to choose which
Choose HaloITSM + SMC if you need
- Deep Microsoft integrations (Entra, Intune, Teams) and flexible workflows. HALO HALO+1
- A rapid, partner‑led deployment in France, Belgium, Luxembourg with migration and enablement.
- Strong CMDB/ITAM foundation via Lansweeper/Virima. Lansweeper+1
Choose Freshservice if you want
- Transparent, published pricing and day passes for occasional agents. Freshworks Freshservice
- A packaged AI virtual agent (Freddy) with Teams/Slack options. (Confirm plan.) Freshservice+1
- Broad marketplace integrations to extend quickly. Freshworks
Migration path: Freshservice → HaloITSM
We migrate in four steps: inventory & mapping → data migration (tickets/KB/selected CMDB) → parallel run → cutover & hypercare. We also retarget SSO (Azure AD/Okta), reprovision teams and rebuild key workflows. HALO
Plan your migration
Frequently Asked Questions.
Yes. Freshservice offers Teams apps (ServiceBot + ticket collaboration) and documented Azure AD SSO & SCIM provisioning. Freshworks Freshservice+2 Microsoft Learn+1
Both have CMDB; Freshservice highlights agents/probes and mobile scanning; Halo connects to Lansweeper/Virima for discovery & mapping. Freshservice Freshworks Lansweeper+1
Freshservice publishes plan tiers and per‑agent pricing; day passes are available. HaloITSM is typically quoted—contact us. Freshworks Freshservice
Docs are inconsistent: a pricing FAQ indicates Enterprise‑only; a newer overview lists multiple plans. Verify with Freshworks for your edition. Freshservice+1
Ready to decide?
Learn more about Halo: HaloITSM overview
Compare costs/ROI
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