HaloITSM

Pros

Working in a large zoo means supporting many different users, systems and locations and I find it highly flexible for that kind of environment. The customization options let us shape workflows for incident management, asset tracking and change control without forcing us into limited processes. The interface is modern and easy for me to use making it simple for both IT staff and end users to log and manage requests. Asset management is especially useful, giving us clear visibility of devices across multiple sites and departments. Reporting and dashboards are also a major plus for us because they help us quickly understand trends, workloads and service performance.

Cons

Because it is so configurable, getting everything set up and fine-tuned can take time and effort especially when I want to get the most out of automation and advanced workflows. Some parts of the UI can feel a little overwhelming to me at first as a new administrator because there are so many options. The documentation is generally good but I still need hands-on testing with some advanced features to fully understand how they work in real situations.

Pros

For me, modernity, flexibility and ease of implementation, both SaaS and on-premise, are major advantages. The tool is not modularized, meaning all ITSM and ESM services are included at no additional cost. The native AI service offers several automation, classification and sentiment analysis features, among many others. The native chatbot is also fully integrated with AI for customer service and process and service automation. The interface is modern, with more than 200 free integration plugins, along with its own integration features.

Cons

The asset management features could be improved with a built-in discovery and management engine. Right now, we use partner solutions such as Lansweeper and NinjaOne for asset and endpoint management.

Pros

The customer support team has been incredible and extremely helpful for us. I find the platform very versatile and it has provided many of the customizations we need. Tickets are easy for me to find and hand over between teams. The platform is also very stable and we haven't seen the strange interface issues that we had with our old ticketing system.

Cons

Getting the implementation completed was very complicated for us and after running into a few issues some delays caused certain features to not be implemented on time.