Thinking, guides and real delivery stories.
Practical writing on service management — what works, what doesn't, and what we've learned delivering ServiceNow and Halo for teams like yours.
Is CTI dead? What AI means for the oldest habit in ITSM
CTI was never ITIL. A short history of Category, Type, Item, why category trees failed, and how AI turns classification from an input burden into an output artefact.
HALO IN 60: Configuring Tickets in HaloITSM, in three parts
The longest screen in the Tickets module, in three parts. How tickets are logged, who works them and how they close: thirty settings from HaloITSM's Tickets General Settings, with our view on each, and the other 190 covered section by section.
HALO IN 60: Configuring the Self Service Portal in HaloITSM
One screen decides whether your portal needs a login, what greets users on the home screen and how much of their own ticket they can see. Ten settings from HaloITSM's Self Service Portal configuration, with our view on each.
Is CTI dead? What AI means for the oldest habit in ITSM
CTI was never ITIL. A short history of Category, Type, Item, why category trees failed, and how AI turns classification from an input burden into an output artefact.
The Other Side of ITSM. The One Your Users Actually See.
We talk a lot about the back end of ITSM. But the front end, the portal and the people using it, is where trust is won or lost. A look at ITSM from your end users’ side.
Halo AI for Service Desk Agents
What Halo AI puts in front of the human service desk agent, what it takes to configure, and where it trips people up.
Structured client onboarding and deployment through ServiceNow
A software company needed to bring structure to the way it onboarded and deployed its platform for customers. Hikon built a ServiceNow capability using client configuration records, guided order guides and service level definitions to make delivery consistent, trackable and measurable.
A native ServiceNow application for Agile delivery management
Mars is a ServiceNow scoped application built to manage Agile delivery natively on the platform — sprints, use cases, stories, defects and tasks in one place, alongside the ServiceNow work being delivered, with no separate tracking tool required.
Productising ServiceNow: a repeatable delivery model for faster, lower-risk implementations
Working with a technology services business, Hikon helped shape a ServiceNow-as-a-Service delivery model: a repeatable core implementation and delivery strategy that gets customers to a best-practice minimum viable platform fast, with a clear path to expand.
HALO IN 60: Configuring Tickets in HaloITSM, in three parts
The longest screen in the Tickets module, in three parts. How tickets are logged, who works them and how they close: thirty settings from HaloITSM's Tickets General Settings, with our view on each, and the other 190 covered section by section.
HALO IN 60: Configuring the Self Service Portal in HaloITSM
One screen decides whether your portal needs a login, what greets users on the home screen and how much of their own ticket they can see. Ten settings from HaloITSM's Self Service Portal configuration, with our view on each.
HALO IN 60: Configuring Service Level Agreements in HaloITSM
Everyone thinks the SLA lives on the SLA record. This one HaloITSM screen decides what a response is, when the clock restarts, what happens while a ticket waits on the user, and who gets escalated after hours.
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