# HaloITSM — IT Service Management

HaloITSM by Halo Service Solutions Limited holds a panel rating of 2.5/5 from 6 AI judges (category median 3/5), as of 2026-11-02. Provenance: UK / wider Europe; sovereignty: not determined.

- Vendor: Halo Service Solutions Limited (https://www.usehalo.com/it-service-management)
- Category: [IT Service Management](https://whats-best.ai/software/itsm.md)
- Provenance (editorial classification): UK / wider Europe
- Canonical page: https://whats-best.ai/software/itsm/haloitsm
- Alternatives: https://whats-best.ai/software/itsm/haloitsm/alternatives ([markdown](https://whats-best.ai/software/itsm/haloitsm/alternatives.md))
- Data as of: 2026-11-06 · evaluated 2026-11-02 · oldest source captured 2026-11-01

**AI-generated.** Every score, rationale and verdict here is written by a panel of AI judges from public evidence — an analysis, not a hands-on test. Every fact quotes the vendor page it was read from. No score can be bought. How scores are made: https://whats-best.ai/methodology

## At a glance

- Vendor: Halo Service Solutions Limited
- Headquarters: Not stated on the vendor’s pages as of 1 Nov 2026
- Data hosting: Not stated on the vendor’s pages as of 1 Nov 2026
- Free plan: Not stated on the vendor’s pages as of 1 Nov 2026

## The panel's verdict

HaloITSM is a cloud ITSM platform from Halo Service Solutions Limited, a UK vendor. Service desk work is the strongest area, with scores clustering at 7-8: email, chat, phone and social feed one queue; incidents, service requests and major incidents are distinct types; and optional AI triage, summarisation and knowledge discovery are documented as routed to OpenAI and disablable. Deployment and integration holds at 6 on 293 catalogued integrations, an on-premise edition and migration from 90+ platforms with a free demo run. Change and problem is the weakest area: five judges scored 3-4 for named modules alone, while the change and configuration manager judge scored 0 on every criterion, a weighted total of 0.0 against 5.2-5.9 for the others, finding no public information on change types, approvals, a change calendar or an exportable audit trail. Pricing transparency scores 5-6: the pages publish "£69 per agent, per month (billed annually)", but onboarding packages are required at a bespoke cost and we found no public price for the on-premise licence, so the full annual cost is not computable from public pages alone.

**Speaks for it:**
- Service desk scores cluster at 7-8, on email, chat, phone and social feeding one queue with incidents, service requests and major incidents as distinct types
- Optional AI triage, summarisation and knowledge discovery are documented as routed to OpenAI, disablable, and not used to train its models
- Deployment and integration holds a steady 6, on 293 catalogued integrations, a maintained on-premise edition and migration from 90+ platforms with a free demo run and delta migration
- European accounts are described as hosted in self-contained, isolated AWS units solely for European customers, with 100% encryption including backups
- Pricing publishes "£69 per agent, per month (billed annually)" with end users and customers on the portal always free, and a ten-agent example of £690 monthly and £8,280 annually

**Held against it:**
- Change and problem scores run 0-4: the modules are named, but we found no public information on change types, approvals, a change calendar or links between changes and configuration items
- Assets and CMDB scores at 4-5: module names cover CMDB, asset discovery, contracts and dependency mapping, but we found no public information on CI types and relationships, discovery platforms or Active Directory and Entra ID synchronisation
- Onboarding packages are required with purchase at a bespoke cost depending on scope, and we found no public price for the on-premise licence or its maintenance, so a full annual cost is not computable from public pages
- The captured pages give different statements on where European data is held: UK-based storage and self-contained EU data centres are both described
- The named subprocessors are all United States companies, optional AI functions route data to OpenAI, and we found no public information on a published data processing agreement

**Best for:**
- You need omnichannel service desk intake — email, chat, phone and social into one queue — with end users and customers on the portal always free
- You are migrating from another help desk or ITSM platform and want import from 90+ platforms via API, CSV or database with a free demo migration and delta migration
- You want a UK vendor that documents AWS data centres within the European Union solely for European customer accounts, with a self-hosted option available

**Avoid if:**
- You must show an auditor who approved which change and which incident it caused — change and problem is the bench's lowest band at 0-4
- You need a fully computable annual price before signing; onboarding packages are required with purchase at a bespoke cost depending on scope
- You require an EU contracting entity; the vendor is a UK company under English law with the ICO as supervisory authority
- You cannot accept United States subprocessors or optional AI routing to OpenAI; the published subprocessor list names only United States companies

## Scores by judge and criterion

Scores out of 5, each judge scoring independently against the published rubric (v1). "n/r" = not rated: the vendor publishes no price, or the judge found no public information on that criterion.

| Criterion | The Service Desk Lead | The MSP Owner | The Change & Configuration Manager | The Municipal IT Lead | The Solo IT Admin | The Skeptic |
| --- | --- | --- | --- | --- | --- | --- |
| Service desk, incidents & requests | 4/5 | 3.5/5 | 0/5 | 4/5 | 3.5/5 | 3.5/5 |
| Change, problem & release management | 1.5/5 | 2/5 | 0/5 | 1.5/5 | 1.5/5 | 1.5/5 |
| Assets, CMDB & discovery | 2.5/5 | 2.5/5 | 0/5 | 2.5/5 | 2.5/5 | 2/5 |
| Self-service portal & service catalog | 2.5/5 | 2/5 | 0/5 | 2.5/5 | 2.5/5 | 2/5 |
| Deployment, integrations & multi-client operation | 3/5 | 3/5 | 0/5 | 3/5 | 3/5 | 3/5 |
| European sovereignty | 3.5/5 | 3.5/5 | 0/5 | 3/5 | 3/5 | 3/5 |
| Pricing transparency | 3/5 | 2.5/5 | 0/5 | 2.5/5 | 3/5 | 3/5 |
| **Weighted verdict** | **3/5** | **3/5** | **0/5** | **3/5** | **3/5** | **2.5/5** |

### The judges

- **The Service Desk Lead** (v1.0): Leads a team of eight agents at a machine builder with 1,400 employees across three plants in Germany and one in Poland. Most tickets still arrive by email, and the same printer and VPN questions come in every Monday. Wants incidents and requests told apart, SLAs that escalate on their own, a portal with a catalog people actually use, answers that deflect the Monday tickets, and reports the IT director reads without a spreadsheet.
- **The MSP Owner** (v1.0): Owns a managed service provider with twenty-two technicians and sixty client companies, from dental practices to a logistics firm with nine sites. Every client has its own contract, its own SLA and its own devices, and every hour has to end up on an invoice. Wants one desk with client data kept apart, the RMM and remote support tool connected, time and contracts billed, a portal per client, and a price per technician that still works when the team doubles.
- **The Change & Configuration Manager** (v1.0): Change and configuration manager at a regional bank that answers to BaFin and, since January 2025, to DORA. Chairs the weekly change advisory board and has to show an auditor who approved which change, which services it touched and which incident it caused. Wants change types with real approvals, risk read from a CMDB that knows how systems depend on each other, problem records tied to incidents, and an audit trail that can be exported.
- **The Municipal IT Lead** (v1.0): Runs IT for a district administration with 900 staff, schools included, on servers in the municipal data centre. Follows BSI IT-Grundschutz and buys through public tenders, and the data protection officer will not sign off staff and device data on a US cloud. Wants an on-premise or open-source edition that is documented and maintained, a portal for teachers and clerks, assets linked to tickets, and a contract and price list the procurement office can put into a tender.
- **The Solo IT Admin** (v1.0): The whole IT department of a 160-person engineering firm, with a part-time trainee on Thursdays. Requests come in by email, Teams and in the corridor, and the asset list is a spreadsheet nobody trusts. Has no time for an ITIL project: wants email and Teams turned into tickets, a simple portal with answers to the common questions, laptops and licences found automatically, a setup that takes days rather than months, and a price they can read off the website.
- **The Skeptic** (v1.0): Has seen "ITIL-certified" on a tool whose change management is a status field, a "CMDB" that is a list of devices without a single relationship, and an "AI agent" that searches the knowledge base. Reads that a product runs on premise and asks whether that edition gets the same features, which of the asset packs are extra, where the tickets and attachments are stored — and how ten years of ticket history would leave.

## European sovereignty — proven facts

Built only from facts on the vendor's own pages; a dimension we could not prove is left open, never scored as zero. Headline: not determined.

| Dimension | Finding | Points | Source |
|---|---|---|---|
| Legal entity | Not determined | — | — |
| Hosting location | Not determined | — | — |
| Hosting options | Not determined | — | — |
| Open source | Not determined | — | — |
| Data processing agreement | Not determined | — | — |
| Transfer impact assessment | Not determined | — | — |

## Key facts

Each fact is the vendor's own statement, cited to the source page it was read from ([S*n*] → Sources).

**Compliance**
- Advertising cookies: Google Ads [S8]
- Analytics cookies: Google Analytics · Usermaven [S8]
- Aws certifications: AWS · SOC · PCI · ISO [S10]
- CCPA sale optout: compliance@imaginehalo.com [S8]
- Certifications: yes · yes [S8]
- Certifications: yes · yes · yes [S10]
- Children: no [S9]
- Cloud purchase reporting: Cloud Purchase · yes [S9]
- Disclosure policy scope: SaaS applications and APIs · Integrated third-party components · Cloud-hosted infrastructure · On-premise customer deployments · Internal systems [S10]
- GDPR effective: 2018-05-25 [S9]
- Governing law: English courts · England [S11]
- Help desk migration security: yes [S18]
- International transfers: EU SCCs · UK IDTA/Addendum [S8]
- ISMS: ISMS [S10]
- Legal basis: legitimate interest [S9]
- No ads: no [S9]
- On premise support: yes · On-Premise Purchase [S9]
- Risk review: 1 [S10]
- Role: Processor · Halo Service Solutions Ltd. [S9]
- Subprocessor list: yes [S8]
- Supervisory authority: United Kingdom · Information Commissioner’s Office (ICO) [S9]
- Trust portal: https://trust.usehalo.com/ [S10]

**Data**
- Backup automated: yes [S11]
- Backup schedule: 2 · 3 · hourly · 3 [S10]
- Backup testing: monthly [S10]
- Customer ownership: yes [S11]
- Export: yes [S6]
- Retention contact: direct contact inquiries · 3 [S9]
- Retention customers: customer personal information · 3 [S9]
- Retention demo requests: demo requests · 12 [S9]
- Retention hosted logs: 4 [S8]
- Retention leads marketing: 7 [S8]
- Retention payment: payment information · 3 [S9]
- Retention support logs: 7 [S8]

**Hosting**
- EU data centres: EU · yes · AWS [S9]
- EU encryption: 100% · yes [S9]
- Provider: AWS [S10]
- Regions: London · North Virginia · Frankfurt · Montreal · Cape Town · Sydney [S10]
- Selfhosted option: yes [S8]
- UK location cloud: UK · Cloud [S9]

**Integrations**
- Category accounts: 19 · Accounts [S19]
- Category alert management: 27 · Alert Management [S19]
- Category asset management: 43 · Asset Management [S19]
- Category communications: 28 · Communications [S19]
- Category CRM: 10 · CRM [S19]
- Category customer success: 9 · Customer Success [S19]
- Category distribution: 24 · Distribution [S19]
- Category documentation: 10 · Documentation [S19]
- Category microsoft: 22 · Microsoft [S19]
- Category migration tools: 4 · Migration Tools [S19]
- Category payments: 7 · Payments [S19]
- Category project management: 7 · Project Management [S19]
- Category remote support: 12 · Remote Support [S19]
- Category reporting: 6 · Reporting [S19]
- Category scheduling: 2 · Scheduling [S19]
- Category security: 30 · Security [S19]
- Category service delivery: 30 · Service Delivery [S19]
- Category SSO: 3 · Single Sign-On [S19]
- Help desk migration auto mapping: yes · yes [S18]
- Help desk migration data types: tickets · users · agents · teams · incidents · requests · changes · problems · attachments · custom fields [S18]
- Help desk migration delta migration: yes · yes [S18]
- Help desk migration demo migration: yes · yes [S18]
- Help desk migration platforms: API · CSV · database · 90 [S18]
- Help desk migration professional service: yes [S18]
- Total: 293 [S19]

**Legal**
- Company origin: software company · UK [S7]
- Controller entity: Halo Service Solutions Limited · Cartref, Bonar Bridge, Ardgay, Scotland, IV24 3AR, United Kingdom [S8]
- Hosted role: processor · controller [S8]
- Last updated: March 18, 2026 [S11]

**Pricing**
- Additional services hourly: 149 [S11]
- Annual increase cap: RPI, whichever is higher · 5 · yes [S11]
- Charity discount: 15 [S6]
- Demo booking: yes [S2]
- End users free: yes [S6]
- Enterprise package: 1000000 · yes · yes [S6]
- Fees non refundable: yes · yes [S11]
- Free trial: yes [S2]
- Free trial: yes [S17]
- Free trial: Free trial offered [S13]
- Halo impact: yes · yes [S6]
- Late fee: 1 [S11]
- Onboarding required: bespoke, depending on scope · yes [S6]
- Payment pci: yes [S8]
- Payment terms: 30 [S11]
- Tax treatment: yes [S11]
- Ten agents total: 10 · 8280 · 690 [S6]
- Trial demo: yes · yes [S14]
- UK price: yes · 69 [S6]

**Product**
- AI features: triage · summarisation · knowledge discovery · yes · yes [S8]
- Analytics reporting: Custom Reports, Dashboards, Scheduled Reports, SLA & KPI Reporting, Real-time Widgets, Data Export [S6]
- Anonymisation: Customer module · yes [S9]
- Architecture: N+1 configuration across sites with load balancing [S10]
- Asset config: CMDB, Asset Discovery, Software Asset Mgmt., Contracts & Warranties, Dependency Mapping, Stock & Inventory [S6]
- Auto renewal notice: 30 · yes [S11]
- Auto scaling: yes [S10]
- Billing finance: Automated Invoicing, Time & Material Billing, Recurring Billing, Quote-to-invoice, Timesheets, Accounting Integrations [S6]
- Customer service: Omnichannel Inbox, Self-Service Portal, Live Chat, CSAT Surveys, Shared Mailboxes, Conversation Routing [S6]
- Data deletion: yes [S9]
- Data export: yes [S9]
- Dedicated server cloud: yes [S9]
- Demo booking: Demo booking offered [S5]
- Demo booking available: yes [S12]
- Encryption: yes · yes [S10]
- Esm: HR Service Delivery, Finance & Legal, Facilities, Employee Portal, Approval Workflows, Multi-Dept. Routing [S6]
- Free trial: yes [S4]
- Free trial and demo: yes · yes [S1]
- Free trial available: Free trial offered [S5]
- Free trial available: yes [S12]
- GDPR enhancements: access controls · encrypt/anonymize/delete user data · data audits via processing logs · data subject rights provisions · enhanced security [S9]
- Google API policy: yes [S8]
- Halo AI: Halo AI: AI Agents, Suggested Replies, Sentiment Analysis, AI Analysis, Draft Responses, AI Triaging [S6]
- Incident management: ITIL framework, prioritised incidents, tracked SLAs [S10]
- Itsm: Incidents, Service Requests, Change Mgmt., Problem Mgmt., Major Incidents, Knowledge Base [S6]
- Marketing: Segments, Distribution Lists, Campaigns & Blasts, Web Forms, Subscriptions, Campaign Reporting [S6]
- Omnichannel channels: Email, chat, phone, social, and more feed one queue [S12]
- Onpremise available: yes · 2.208.71 [S10]
- Platform admin: No-code Workflows, Distribution Lists, Campaigns & Blasts, Web Forms, Subscriptions, Mobile Apps [S6]
- Project management: Gantt Timelines, Tasks & Milestones, Resourcing, Time Tracking, Project Templates, Budgets & Costs [S6]
- Qa procedure: functionality · performance · configuration · user experience · stability [S10]
- Release notes: yes [S10]
- Sales: Pipeline Mgmt., Lead Mgmt., Sequences, Quotations, Forecasting, Activity Tracking [S6]
- Security csrf: ASP.NET Core anti-forgery cookies, double-submit pattern [S8]
- Security token pairing: API middleware verifies access token and identity cookie pairing [S8]
- SLA annex: yes [S11]
- Stack: ASP.NET Core backend, client-side React frontend, no PHP [S10]
- Version control: central repository with role-based access [S10]

**Subprocessors**
- Aws: Amazon Web Services · hosting · US · UK · Canada · South Africa · Australia · Bahrain · Germany [S8]
- List: Amazon Web Services, Inc. · United States · Cloud Service Provider · Microsoft Corporation · United States · Infrastructure and Collaboration · DocuSign Inc. · United States · Contract Signing · Customer.io · United States · Marketing · Xe… [S9]
- Openai AI: OpenAI · optional AI features · no [S8]

**Support**
- Acknowledgement SLA: 3 [S10]
- Critical notification: 48 · Critical/High [S10]
- Training awareness: regular Information Security training and awareness programmes [S10]
- Trial demo: yes · yes [S7]
- Vulnerability reporting: email · support portal [S10]

## Questions

### Is HaloITSM European?

Yes, though not from the EU. whats-best.ai classifies HaloITSM as UK / wider Europe.

### Where does HaloITSM store data?

Not stated on the vendor’s pages as of 1 Nov 2026.

### Does HaloITSM have a free plan?

Not stated on the vendor’s pages as of 1 Nov 2026.

### What are the best alternatives to HaloITSM?

As of 2 Nov 2026, the panel rates [ManageEngine ServiceDesk Plus (3.5/5)](https://whats-best.ai/software/itsm/manageengine-servicedesk-plus), [Xurrent ITSM (3/5)](https://whats-best.ai/software/itsm/xurrent) and [GLPI (3/5)](https://whats-best.ai/software/itsm/glpi) highest among the other 14 IT Service Management products evaluated. Ratings that look equal are rounded to half stars; the order uses the unrounded rating, then the name. The highest-rated European alternative is [GLPI](https://whats-best.ai/software/itsm/glpi) (EU-Made). Ratings are the AI panel’s opinion, formed from public evidence: [how scores are made](https://whats-best.ai/methodology#ordering). The full list, with European products first: [HaloITSM alternatives](https://whats-best.ai/software/itsm/haloitsm/alternatives).

## Head-to-head

- [HaloITSM vs Xurrent ITSM](https://whats-best.ai/compare/haloitsm-vs-xurrent.md)

## What this page leaves out

- 171 product facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 24 integrations facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 13 compliance facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 13 legal facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 11 pricing facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 5 support facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 2 hosting facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 1 data fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material.
- 4 sovereignty dimensions could not be confirmed on the vendor’s own pages and are shown as unknown.

## Sources

- [S1] Vendor homepage (HaloITSM): https://www.usehalo.com/it-service-management (checked 2026-11-01)
- [S2] Features page (incident management): https://www.usehalo.com/platform/incident-management (checked 2026-11-01)
- [S3] Features page (change management): https://www.usehalo.com/platform/change-management (checked 2026-11-01)
- [S4] Features page (asset management and CMDB): https://www.usehalo.com/platform/asset-management-cmdb (checked 2026-11-01)
- [S5] Features page (self-service portal): https://www.usehalo.com/platform/self-service-portal (checked 2026-11-01)
- [S6] Pricing page: https://www.usehalo.com/pricing (checked 2026-11-01)
- [S7] Company page: https://www.usehalo.com/company/about-us (checked 2026-11-01)
- [S8] Privacy policy: https://www.usehalo.com/privacy-policy (checked 2026-11-01)
- [S9] Data protection page (GDPR): https://www.usehalo.com/gdpr (checked 2026-11-01)
- [S10] Security / trust page: https://www.usehalo.com/security (checked 2026-11-01)
- [S11] Terms of service: https://www.usehalo.com/terms-conditions (checked 2026-11-01)
- [S12] Service desk, incidents & requests — found from sitemap: https://www.usehalo.com/platform/omnichannel-ticketing (checked 2026-11-01)
- [S13] Service desk, incidents & requests — found from sitemap: https://www.usehalo.com/platform/customer-sla-management (checked 2026-11-01)
- [S14] Change, problem & release management — found from sitemap: https://www.usehalo.com/platform/problem-management (checked 2026-11-01)
- [S15] Assets, CMDB & discovery — found from sitemap: https://www.usehalo.com/platform/asset-discovery (checked 2026-11-01)
- [S16] Self-service portal & service catalog — found from sitemap: https://www.usehalo.com/platform/knowledge-management (checked 2026-11-01)
- [S17] Self-service portal & service catalog — found from sitemap: https://www.usehalo.com/ai-features/conversational-agents-user-virtual-agent (checked 2026-11-01)
- [S18] Deployment, integrations & multi-client operation — found from sitemap: https://www.usehalo.com/integrations/help-desk-migration (checked 2026-11-01)
- [S19] Deployment, integrations & multi-client operation — found from sitemap: https://www.usehalo.com/integrations (checked 2026-11-01)

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Cite as: whats-best.ai, "HaloITSM — IT Service Management", AI panel analysis, as of 2026-11-06. https://whats-best.ai/software/itsm/haloitsm

Corrections: https://whats-best.ai/correct/1337?target=page