Halo (formerly HaloITSM) – Intuitive ITSM Software, Delivered by Experts

Halo is a Cloud or on-premise service management platform that organisations use to manage incidents, service requests, problems, changes, assets and knowledge from one place. It is aligned with ITIL 4 and has achieved PinkVERIFY certification for 24 processes. Beyond IT, Halo supports Enterprise Service Management (ESM), so departments such as HR, Facilities and Finance can run their services on the same platform. Pink Elephant is a Halo implementation partner, helping organisations select, implement and optimise Halo in line with their service management goals.

Halo includes incident, problem, change, service request, asset/CMDB and knowledge management, combined with a self-service portal, workflow automation, real-time reporting and configurable dashboards. All features are configured without code, which makes it easier to adapt Halo to your own processes. AI capabilities such as AI triage, suggested replies and a virtual agent are included as standard. Halo integrates natively with tools such as Microsoft Teams and offers a full REST API for other integrations. Pink Elephant helps organisations configure these capabilities so they deliver measurable value from day one.

Yes. Halo is used by small and medium-sized organisations as well as large enterprises, because its licensing scales with your team. You pay only for agents (the people working on tickets), and end users are unlimited at no extra cost. Concurrent licences make the platform cost-effective for shift-based or part-time teams. Because every module is included, smaller organisations can start with core ITSM and add processes or other departments later without buying add-ons. Pink Elephant helps you assess fit and design an implementation that matches your maturity and budget.

Halo sits between ServiceNow and Freshservice. It offers enterprise-level ITSM and ESM functionality with a simpler, all-inclusive licensing model and typically shorter implementation times. ServiceNow is a broad enterprise platform well suited to very large, complex environments, but it usually involves higher licence and implementation costs. Freshservice is an accessible Cloud-based tool that is popular with smaller teams. Halo stands out for its no-code configurability, ITIL 4 alignment and transparent per-agent pricing with no feature tiers. As a multi-platform ITSM specialist, Pink Elephant provides vendor-neutral guidance to help you choose the best fit.

As an indicative guide, a standard Halo implementation for an IT service desk takes around 6 to 12 weeks. Larger deployments with multiple departments, data migration and several integrations may take three to six months. The main factors are the number of processes in scope, the complexity of integrations, data migration requirements and how ready your organisation is for change. Because Halo is configured without code, much of the work focuses on process design rather than development. Pink Elephant uses a structured approach covering requirements, process design, configuration, testing, training and go-live support.

A Halo implementation partner reduces risk and speeds up adoption by combining platform expertise with proven service management practices. Pink Elephant brings decades of ITIL experience and is the organisation behind PinkVERIFY, the independent assessment of ITSM tools. Its consultants support process design, configuration, integrations, data migration, training and post-go-live optimisation. Pink Elephant also offers managed services and health checks to keep your Halo environment performing as your organisation grows.

Halo uses an all-inclusive licensing model: you pay per agent per year, and every module and feature is included, with no tiered plans or paid add-ons. Organisations can choose named licences, concurrent licences or a mix of both. End users and approvers are unlimited at no extra cost. Halo is available as a cloud (SaaS) or on-premise deployment. Pink Elephant offers a Technology Quick Quote tool and can provide an indicative Total Cost of Ownership based on your requirements.

Yes. Halo has achieved PinkVERIFY certification for 24 ITIL processes. PinkVERIFY is Pink Elephant’s independent assessment of whether ITSM tools support recognised service management frameworks, and it is often requested in RFPs and public tenders. The certification gives organisations confidence that Halo supports ITIL-aligned practices out of the box.