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.
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.
Moving customer support from incident workaround to purpose-built CSM
A UK software company had outgrown using ServiceNow Incidents to manage external customer interactions. Hikon implemented Customer Service Management with proper accounts, contacts and cases — moving from an internal workaround to a purpose-built customer support model.
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 Knowledge in HaloITSM
The ten settings on Configuration → Knowledge Base that decide whether a HaloITSM article can be trusted: how edits are recorded, how readers push back, and who is allowed to change or share it.
HALO IN 60: Configuring Chat in HaloITSM
The ten settings on Configuration → Chat that decide how a HaloITSM chat reaches a human: where the conversation is built, where agents answer, and what happens to a chat nobody came back to.
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