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.
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.
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 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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