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 Appointments in HaloITSM
The HaloITSM Calendars and Appointments general settings screen decides when an appointment releases a ticket from SLA hold, how attendees are notified, and what closing a ticket does to the appointments hanging off it. Ten settings, in order, from a live instance.
The Other Side of ITSM. The One Your Users Actually See.
We talk a lot about the back end of ITSM. But the front end, the portal and the people using it, is where trust is won or lost. A look at ITSM from your end users’ side.
HALO IN 60: Configuring Notifications in HaloITSM
The ten settings on Configuration → Notifications → General Settings that decide who hears about a ticket: who is in scope, how followers and mentions reach people, and what survives long enough to audit.
Getting HaloITSM live in weeks: our implementation approach
Hikon delivers HaloITSM implementations in weeks, not months. See our proven onboarding process, milestone breakdown, and go-live checklist — trusted by UK organisations.
Why ServiceNow implementations fail — and what structured delivery looks like
The platform is rarely the problem. Five failure patterns we’ve seen across 275+ projects — and the delivery discipline that prevents every one of them.
Five signs your IT team has outgrown its tooling
Workarounds, invisible workload, painful audits — the quiet signals that your service tooling is now costing more than it saves, and what to do without overcorrecting.
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 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.
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