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.
HALO IN 60: Configuring Purchase Orders in HaloITSM, in three parts
One screen, 44 controls, three parts. How purchase orders are raised and sent, how they are handled once goods arrive, and who approves them: 29 settings from HaloITSM’s Configuration > Purchase Orders, where a card may cover a small group of related fields, with the rest covered in the article.
HALO IN 60: Configuring Email in HaloITSM, in two parts
The HaloITSM Email General Settings screen in two parts: how incoming mail becomes tickets, and how outgoing mail is sent, with the twenty settings we check first.
HALO IN 60: Configuring Users General Settings in HaloITSM
Nine settings on one HaloITSM screen decide how an Organisation, Site and User relate to each other, what an agent can create on the fly from a ticket, and what happens when someone leaves or two records turn out to be the same one.
Time Tracking and Timesheets in Halo
How time tracking and timesheets work in HaloITSM and HaloPSA, what it takes to configure properly, and the places setups quietly go wrong.
Halo Tab: multitasking inside a single browser window
Halo Tab lets agents keep tickets, assets and reports open in one browser window. What it does, what it needs, and where it trips people up.
HaloITSM now warns you before an OLA target is missed
HaloITSM 2.236 adds proactive OLA breach notifications, closing the gap between SLA alerts and silent internal handoff slippage.
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 Purchase Orders in HaloITSM, in three parts
One screen, 44 controls, three parts. How purchase orders are raised and sent, how they are handled once goods arrive, and who approves them: 29 settings from HaloITSM’s Configuration > Purchase Orders, where a card may cover a small group of related fields, with the rest covered in the article.
HALO IN 60: Configuring Email in HaloITSM, in two parts
The HaloITSM Email General Settings screen in two parts: how incoming mail becomes tickets, and how outgoing mail is sent, with the twenty settings we check first.
HALO IN 60: Configuring Users General Settings in HaloITSM
Nine settings on one HaloITSM screen decide how an Organisation, Site and User relate to each other, what an agent can create on the fly from a ticket, and what happens when someone leaves or two records turn out to be the same one.
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