Service Request Management
in HaloITSM (ITIL 4)

Make “I need something” fast and predictable. In ITIL, service request management handles user requests for new access, info or standard services (not incidents). We implement HaloITSM so your catalog, forms, approvals and SLAs run smoothly—backed by self-service and knowledge. Atlassian bmc.com

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HaloITSM overview
Intuïtieve ITSM-software geleverd door experts

What is a service request?

A service request is a user’s ask for something predefined—e.g., access to an app, a laptop, information or a standard change—managed through a request fulfilment process distinct from incidents/problems. Atlassian

Why HaloITSM for requests

CMDB & relaties

Why HaloITSM for requests

Organize request types and make them discoverable in a branded portal; maintain items and fields centrally. HALO

AI-ondersteuning waar het ertoe doet

Guided forms & dynamic fields

Collect just the data you need, reduce rework, and auto-route to the right team. (Supports categories, priorities, SLAs.) iService Solutions

Microsoft Teams binnen de workflow

Approvals built in.

Support single or multi-step approvals on request items before fulfilment—keeping audit trails intact. YouTube

SLA-gestuurde uitvoering

Self-service + knowledge deflection

Promote KB answers and status in the portal to cut L1 load and accelerate fulfilment. HALO+1

Kennisgestuurde oplossing

Microsoft Teams in the flow

Notify, chat, and even embed the self-service portal in Teams so users don’t have to switch tools. HALO

Waarom HaloITSM voor verzoeken

Related capabilities

  • Self-service & Knowledge
  • CMDB
  • Change Management
  • Problem Management

Integrations that shorten time-to-restore

Microsoft Teams

Microsoft Teams

Real-time notifications, chatbot and embedded portal. HALO
Jira Software

Jira Software

Two-way syncbetween tickets and issues to keep dev & IT aligned. HALO
Azure DevOps

Azure DevOps

Two-way sync to work items; keep status in lock-step. HALO
PagerDuty

PagerDuty

On-call routing & incident response with bi-directional updates. PagerDuty

Need others? See our comparison pages or ask us to wire your stack:
HaloITSM vs Freshservice

The incident lifecycle

De incidentlevenscyclus

KPIs & reporting that matter

  • MTTA / MTTR (time to acknowledge / resolve)
  • SLA compliance (response & resolution)
  • First Contact Resolution (FCR)
  • Incident volume by service/CI (for problem analysis)
See Atlassian’s plain-English overview of incident fundamentals for shared definitions. Atlassian
HaloITSM met 
SMC Consulting Luxemburg

How SMC delivers (FR/BE/LU)

  • Design & build: categories, priorities, SLAs, forms,
    Teams/Jira/Azure DevOps/PagerDuty.
    HALO+2 PagerDuty
  • AI & automation: map services with Halo’s automation
    framework; automate triage and hand-offs. HALO
  • Enable & optimize: dashboards, knowledge hygiene,
    major-incident drill, CSI loop.
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Frequently Asked Questions.

Yes. HaloITSM supports ITIL-style processes for incident logging, categorization, prioritization and closure, with SLAs and automation. HALO
Yes. Halo integrates with Teams for notifications, chatbots and an embedded self-service portal, so agents and users stay in flow. HALO
Use two-way sync to Jira or Azure DevOps, so updates flow both ways and status stays consistent without swivel-chairing. HALO+1
We integrate PagerDuty for alerting, escalation and response; updates sync with Halo tickets to keep a single source of truth. PagerDuty
Agents can turn fixes into KB articles; requesters get suggested answers in the portal—reducing L1 tickets and time-to-answer. HALO
Incident management FAQ