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 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.
HALO IN 60: Configuring Reporting in HaloITSM
The HaloITSM Reporting general settings screen decides which dashboard the team opens on, which exports agents can take, and who can reach which reports. Ten settings, in order, from a live instance.
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.
The Hikon method: from first conversation to go live
What does a successful implementation actually look like? The Hikon method takes it from first conversation to go live in seven stages, with a deliberate feedback loop before anyone has to depend on it.
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.
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.
HALO IN 60: Configuring Reporting in HaloITSM
The HaloITSM Reporting general settings screen decides which dashboard the team opens on, which exports agents can take, and who can reach which reports. Ten settings, in order, from a live instance.
Rather talk it through than read about it?
Book a free 20-minute call about your platform and your plans — no pitch, no obligation.
Start the conversation