Question 1

What sets your services apart from other IT providers?

Accepted Answer

We offer comprehensive IT Security Consultancy Service tailored to each client. We provide robust cybersecurity solutions, including threat detection and vulnerability assessments, to keep your business secure.

Alongside that, as one of Halo’s Global Partners, we also work with Halo to provide Software as a Service focusing on Enterprise Service Management (ESM), improving operational efficiency across any enterprises.

Question 2

HaloITSM

Accepted Answer

Question 3

Can your solutions be customized to fit my business needs?

Accepted Answer

Yes, HaloITSM is highly customisable. Though the system comes pre-configured with sensible solutions to support ITIL processes. Out-of-the-box, this includes incidents, requests, problems etc. and associated processes for fulfilment. Objects can be created and customised using drag and drop forms, and automated approval process can be configured against these. There is no limit on the number of objects in your Halo, we can tailor our services to suit your specific requirements, allowing your business to scale and adapt as it grows.

Question 4

How do you ensure our business data is secure when using your solutions?

Accepted Answer

HaloITSM is ISO27001 certified and utilise AWS data centres to ensure maximum security and resilience. We can provide documentation or answer any questions around certification as required. Your company’s data can be stored in any of the Australian, South African, USA or UK AWS data centres upon request.

All of the data in HaloITSM is encrypted at rest and in transit, with the flexibility for your company to own the keys used to encrypt their data.

Question 5

Can your solutions integrate with our existing systems?

Accepted Answer

HaloITSM is a highly integrated system, which allows clients to centralise their systems into a single application. Currently HaloITSM has over 50 integrations with different platforms including Zapier, which allows for integration with an even wider range of other systems. The HaloITSM platform also has a RESTful API which facilitates bespoke configuration and integration to be carried out if required. This is available as standard in the platform at no extra charge. This can include integration with other applications, such as finance or HR, and the automated import or export of data from the system.

Furthermore, HaloITSM also comes out-of-the-box with integrations with desktop productivity suites, such as Microsoft Teams and Microsoft Office 365. This allows for notifications to be sent from the HaloITSM system straight into Microsoft Teams based on a wide variety of events and triggers. For example, every time a new priority 1 ticket is logged, a notification can be sent to a Major Incident Teams channel, to ensure a timely response and resolution and that the relevant individuals are immediately informed of the event.

Question 6

What level of support comes with the purchasing of your solution?

Accepted Answer

Unlike many ITSM software providers, Halo has no plans available for our levels of support or upgrades, all of our customers receive the highest level of support and latest platform versions regardless of size or revenue. Halo’s support team is made up of consultants and developers who all have an in-depth knowledge of the platform and it's maintenance. This keeps support flexible, as it allows all problems to be triaged on severity and ensures you always get to the best person to resolve your query faster. HaloITSM support is available 24/7 over the phone, via live chat, email and on our self-service portal. This is because of our global reach, with offices in Australia, the UK and the USA.

All of Halo’s support procedures and SLA times can be found in more detail on the terms and conditions page.

It would be fair to describe Halo customers’ view of the organisation and the team as very positive, particularly as one of Halo’s unique selling points is our customer service and support. These very much set Halo apart from the competition. You can take a look at some of Halo customer’s reviews here. We are also happy to provide references and case studies from other Halo customers who have gone through similar processes.

Question 7

How can your solution improve my company’s operational efficiency?

Accepted Answer

HaloITSM is a powerful ITSM solution for all businesses, it blends ITIL best-practises with a fresh, flexible approach to service management.

HaloITSM can meet all the criteria that your company have put forward with no development work required which leads Olah to become a proud partner of a world-leader of ESM software. Both Halo and Olah firmly believe that with over 20 years of experience, HaloITSM offers a feature rich application whilst maintaining an easy to use interface, increasing operational efficiency while maintaining an amazing customer experience.

Question 8

Why should I choose your solution for IT service management?

Accepted Answer

There are four key areas that truly set HaloITSM apart from it's competitors; Professional Services, Support and Customer Success, Total Cost of Ownership and Functionality and Flexibility.

Professional Services
Though HaloITSM is an extremely intuitive platform that is easily configured and understood by end-users and agents alike, Olah always recommend a professional services bundle to help you get started with HaloITSM. You will have a choice to decide if this service will be delivered by one of Halo’s prestigious partners or by one or more of Halo’s in-house trained, expert consultants. Nonetheless, all partners and in-house consultants are trained to take a hybrid Waterfall-Agile approach to project management, using Azure DevOps to facilitate a collaborative and communicative project from beginning to end. Our professional services bundles can be delivered on site or remotely, and will always be executed with your requirements in mind. This ensures you and your business get the most out of the platform now and into the future.

Support and Customer Success
HaloITSM offer full technical support as part of your licence cost and all our support technicians in-house are trained across our UK, UAE, Australian and US (West Coast and East Coast) offices. This allows us to provide 24/7 technical support that follows the sun, meaning you can reach a HaloITSM expert at any time of day. Further to this, as part of your HaloITSM licence you will receive a dedicated customer success manager who will help you get the most out of the platform at all times, including highlighting new and upcoming features and functionality. Lastly, all development work is completed in house too, with no third parties used in any stage of the process. This means we have granular control over our own roadmap and can always take on our customer’s ideas for platform improvements.

Total Cost of Ownership
Deploying HaloITSM as your new ITSM tool would mean you will be lowering your total cost of ownership. Following market analysis, we have found that this is most evident for teams of around 100 agents. Furthermore, HaloITSM offers an all-in-one application, as opposed to other system' modular payment plan structure, meaning our customers do not have to upgrade their payment plan’s or incur additional cost to access certain areas of the platform. HaloITSM also offers a discount to any not-for-profit enterprises and are flexible to pricing upon request.

Functionality and Flexibility
HaloITSM provides a comprehensive, all-in-one ITSM platform that is highly configurable to meet your business's specific requirements. Whether you’re looking to implement ITIL-aligned processes, enhance automation, or provide a seamless self-service portal, HaloITSM offers the flexibility to adapt to your needs. The platform supports integration with hundreds of third-party applications, enabling your organisation to connect its existing tech stack effortlessly. Moreover, Halo’s focus on continuous development means updates are released regularly based on customer feedback and industry trends, ensuring your organization always has access to the latest functionality. From small teams to large enterprises, HaloITSM scales with you, providing robust tools that evolve as your business grows.

Question 9

Security

Accepted Answer

Question 10

What kind of cybersecurity measures do you provide for your solution?

Accepted Answer

Lead by an US cybersecurity expert, we offer a wide range of tailor cybersecurity solutions, including threat detection, vulnerability assessments, and penetration testing, for companies of all sizes.

Our focus on network security and data protection helps protect your business from cyber threats. We also conduct risk assessments to identify potential security gaps and address them proactively.

Question 11

Why should I choose your company for IT Security Consultancy services?

Accepted Answer

We offer top US cybersecurity expertise at a very competitive cost. We tailor our services according to each client’s budget and needs instead of offering rigid packages.

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