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.
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 AI for Service Desk Agents
What Halo AI puts in front of the human service desk agent, what it takes to configure, and where it trips people up.
Time Tracking and Timesheets in Halo
How time tracking and timesheets work in HaloITSM and HaloPSA, what it takes to configure properly, and the places setups quietly go wrong.
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 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.
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.
HALO IN 60: Configuring Time Management in HaloITSM
The nine settings on Configuration → Time Management that decide whether the hours your agents work become hours you can invoice: what gets captured, what timesheets control, and what makes quick time attributable.
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