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.
Scheduled Reports to Distribution Lists in HaloITSM and HaloPSA
HaloITSM and HaloPSA v2.236 lets report schedules send to a Distribution List instead of typed addresses. What to set up and what to watch for.
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.
Moving customer support from incident workaround to purpose-built CSM
A UK software company had outgrown using ServiceNow Incidents to manage external customer interactions. Hikon implemented Customer Service Management with proper accounts, contacts and cases — moving from an internal workaround to a purpose-built customer support model.
Migrating a legacy ITSM platform to ServiceNow at a global insurer
A global insurer needed to retire its legacy i3S platform and establish ServiceNow as its single ITSM and CMDB system. Hikon delivered automated discovery across fifteen global data centres, a CSDM-aligned CMDB, full data cleansing, and migration of core ITSM processes.
Connecting service desks across organisational boundaries: eBonding for a managed network provider
A UK managed network services provider needed automated ticket exchange with multiple partners. Hikon delivered a series of bi-directional eBonding integrations that removed manual re-keying and kept incidents synchronised across organisational boundaries.
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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