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 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.
HALO IN 60: Configuring Asset Management in HaloITSM
Ten settings on one HaloITSM screen decide whether your CMDB is a record or a rumour: how an asset gets its tag, who can see it, and what an import does when it arrives claiming to be it.
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.
Your Service Desk Agent Is Not a Search Engine. Stop Treating Them Like One.
Too many service desks run on agents who spend their day looking things up instead of solving problems. Here is how a well-built Halo implementation changes that, with practical ways to give end users faster answers and give agents real problem-solving power.
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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