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 Tab: multitasking inside a single browser window
Halo Tab lets agents keep tickets, assets and reports open in one browser window. What it does, what it needs, and where it trips people up.
HaloITSM now warns you before an OLA target is missed
HaloITSM 2.236 adds proactive OLA breach notifications, closing the gap between SLA alerts and silent internal handoff slippage.
Scheduled Reports to Distribution Lists in HaloITSM and HaloPSA
HaloITSM and HaloPSA v2.236 lets report schedules send to a Distribution List instead of typed addresses. What to set up and what to watch for.
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.
From legacy desk to modern ServiceNow platform: a UK financial services firm
A UK financial services firm replaced a legacy service desk with a full ServiceNow implementation: branded portal, structured catalogue, ADFS single sign-on and automated incident creation from monitoring.
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.
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