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.
From legacy desk to modern ServiceNow platform: a UK financial services firm
A UK financial services firm replaced a legacy service desk with a full ServiceNow implementation: branded portal, structured catalogue, ADFS single sign-on and automated incident creation from monitoring.
Getting HaloITSM live in weeks: our implementation approach
Hikon delivers HaloITSM implementations in weeks, not months. See our proven onboarding process, milestone breakdown, and go-live checklist — trusted by UK organisations.
Why ServiceNow implementations fail — and what structured delivery looks like
The platform is rarely the problem. Five failure patterns we've seen across 275+ projects — and the delivery discipline that prevents every one of them.
Log Tickets Directly from Asset Records in HaloITSM
HaloITSM v2.236 lets users raise tickets directly from asset records on the Self-Service Portal. What changed and what to set up.
Don't Let Summer Break Your Approval Process
Halo's Automatic Approval Delegation feature keeps your approval workflows moving while your team is on holiday — no manual workarounds, no blocked queues.
From Search Engine to Problem Solver: Getting More from Your Service Desk Agents
Most service desk agents spend their day looking things up and bridging systems by hand. Here is how to turn them into problem solvers with knowledge in the ticket, automatic context, automation and problem management, using Halo.
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.
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