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.
Don’t Let Summer Break Your Approval Process
Halo’s Automatic Approval Delegation feature keeps your approval workflows moving while your team is on holiday — no manual workarounds, no blocked queues.
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.
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.
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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