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.
Is CTI dead? What AI means for the oldest habit in ITSM
CTI was never ITIL. A short history of Category, Type, Item, why category trees failed, and how AI turns classification from an input burden into an output artefact.
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.
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.
Migrating a legacy ITSM platform to ServiceNow at a global insurer
A global insurer needed to retire its legacy i3S platform and establish ServiceNow as its single ITSM and CMDB system. Hikon delivered automated discovery across fifteen global data centres, a CSDM-aligned CMDB, full data cleansing, and migration of core ITSM processes.
Connecting service desks across organisational boundaries: eBonding for a managed network provider
A UK managed network services provider needed automated ticket exchange with multiple partners. Hikon delivered a series of bi-directional eBonding integrations that removed manual re-keying and kept incidents synchronised across organisational boundaries.
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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