HaloITSM Review: Pros, Cons, Features and Pricing Overview
HaloITSM is IT service management software built to help IT teams deliver responsive, organized, and reliable support across their organization. For tech experts facing tool sprawl, manual processes, and pressure to cut downtime, HaloITSM offers a unified platform with features for ticketing, automation, asset tracking, and self-service.
In this review, I’ll walk through how HaloITSM handles core service management needs, where it adds value (or falls short), and what you’ll pay compared to other IT service management software.
HaloITSM Evaluation Summary
- Pricing upon request
- 14-day free trial
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We’ve been testing and reviewing software since 2023. As tech leaders ourselves, we know how critical and difficult it is to make the right decision when selecting software.
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HaloITSM Overview
HaloITSM offers a clean interface, flexible automation, and broad integration options that outperform many competitors on usability and configuration. Pricing is transparent, and onboarding is straightforward, especially for mid-sized IT teams modernizing legacy processes. Support response is reliable, though advanced reporting and deep customization lag compared to pricier options. If you’re choosing an IT service management solution for a growing in-house IT team or managed service provider with varied client needs, I think HaloITSM should be on your shortlist.
pros
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All modules included with no feature-gating or bolt-ons.
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ITIL-aligned workflows available out of the box.
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Over 200 native integrations included at no extra cost.
cons
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Advanced customization increases administrative complexity over time.
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Smaller teams may find implementation heavier than needed.
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Documentation lacks depth on advanced configurations.
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Freshservice
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.6 -
Deel IT
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.9 -
Rippling IT
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.8
Our Review Methodology
How We Test & Score Tools
We’ve spent years building, refining, and improving our software testing and scoring system. The rubric is designed to capture the nuances of software selection and what makes a tool effective, focusing on critical aspects of the decision-making process.
Below, you can see exactly how our testing and scoring works across seven criteria. It allows us to provide an unbiased evaluation of the software based on core functionality, standout features, ease of use, onboarding, customer support, integrations, customer reviews, and value for money.
Core Functionality (25% of final scoring)
The starting point of our evaluation is always the core functionality of the tool. Does it have the basic features and functions that a user would expect to see? Are any of those core features locked to higher-tiered pricing plans? At its core, we expect a tool to stand up against the baseline capabilities of its competitors.
Standout Features (25% of final scoring)
Next, we evaluate uncommon standout features that go above and beyond the core functionality typically found in tools of its kind. A high score reflects specialized or unique features that make the product faster, more efficient, or offer additional value to the user.
We also evaluate how easy it is to integrate with other tools typically found in the tech stack to expand the functionality and utility of the software. Tools offering plentiful native integrations, 3rd party connections, and API access to build custom integrations score best.
Ease of Use (10% of final scoring)
We consider how quick and easy it is to execute the tasks defined in the core functionality using the tool. High scoring software is well designed, intuitive to use, offers mobile apps, provides templates, and makes relatively complex tasks seem simple.
Onboarding (10% of final scoring)
We know how important rapid team adoption is for a new platform, so we evaluate how easy it is to learn and use a tool with minimal training. We evaluate how quickly a team member can get set up and start using the tool with no experience. High scoring solutions indicate little or no support is required.
Customer Support (10% of final scoring)
We review how quick and easy it is to get unstuck and find help by phone, live chat, or knowledge base. Tools and companies that provide real-time support score best, while chatbots score worst.
Customer Reviews (10% of final scoring)
Beyond our own testing and evaluation, we consider the net promoter score from current and past customers. We review their likelihood, given the option, to choose the tool again for the core functionality. A high scoring software reflects a high net promoter score from current or past customers.
Value for Money (10% of final scoring)
Lastly, in consideration of all the other criteria, we review the average price of entry level plans against the core features and consider the value of the other evaluation criteria. Software that delivers more, for less, will score higher.
Core Features
Incident Management
Log, prioritize, and resolve IT incidents from a unified dashboard. Automations route tickets based on urgency, keeping resolution fast.
Change Management
Handle IT changes with customizable approval workflows and risk assessment. Built-in auditing tracks every change for compliance.
Asset Management
Track hardware, software, and configuration items along the full lifecycle. Users see warranty status and assign assets directly from the system.
Service Catalog
Offer a centralized portal for users to request IT and business services. Custom forms standardize intake and drive consistent fulfillment.
Self-Service Portal
End users submit tickets and find solutions using a branded, knowledge-backed portal. Real-time ticket updates and FAQs reduce support workload.
Knowledge Base
Document solutions and procedures with built-in knowledge management tools. Staff can share articles during ticket resolution or surface them in search.
Ease of Use
HaloITSM strikes a strong balance between depth and usability, with a clean interface and intuitive workflows. Users praise its drag-and-drop automations and simple form designers, making it quick to customize ticket flows and service catalogs. I find navigation is straightforward, and admins appreciate the contextual help, though a few advanced settings menus are less obvious for first-timers.
Integrations
HaloITSM integrates with Microsoft Teams, Azure Active Directory, Jira, Slack, Office 365, Splunk, Okta, Zapier, TeamViewer, and SCCM, among others. HaloITSM also offers a REST API and connects with third-party integration platforms for extended workflows.
HaloITSM Specs
- 2-Factor Authentication
- Analytics
- Anti-Virus
- API
- Batch Permissions & Access
- Bug Tracking
- Call Integration
- Chat
- Contact Management
- CRM Integration
- Customer Management
- Data Export
- Data Import
- Email Integration
- Escalation Management
- External Integrations
- Incident Management
- Instant Chat Integration
- Knowledge Base
- Malware Protection
- Multi-User
- Notifications
- Organization Management
- Password & Access Management
- Project Management
- Real-time Alerts
- SAP Integration
- Self-service Portal
- Social Media Integration
- Support Forum
- Ticket Management
- Workflow Management
