Halo ITSM

[NickFitz]

I have no idea what it's like for its intended purpose because that's not what I do, but I spent a lot of time over the last couple of years working on a system to convert HTTP requests to Zendesk's API into Halo API calls, then convert the Halo responses to Zendesk responses, so that a bunch of existing services that created and/or updated tickets via the Zendesk API wouldn't have to be rewritten. But then they decided to stick with Zendesk, so all my work was for naught

The only conclusion I'm able to draw is that Halo seems to be perfectly fine as a ticketing system. The people I was working with who actually handle tickets on a daily basis were all very relieved when the move was cancelled as it meant they didn't have to learn a new system. But we'd got far enough along that they'd implemented and tested a number of their processes on there, and they seemed to think it would be OK in the long run

[hobnob]

ITSM's just an excuse to get a whole layer of useless 'managers' in the way, so things take twice as long to implement/fix/commision etc.
oh, and get some twatty 'consultancy' in too.

I think there's a bit more nuance than that.

I've worked in small companies where there's no ticketing system at all: if people have an IT issue, they either send an email, phone up, or just wander over to the desk in person. However, I don't think it's practical to run a help desk (service desk) in a larger organisation without some kind of software. The question then becomes which application to use; I've used several, and some are better than others.

At the same time, it's good to be flexible. E.g. I got locked out of my AD account recently, so I called across the room to one of the server guys; he was already logged into a domain controller, so it was a 30 second job for him to unlock my account, and it wasn't worth the hassle of creating an incident/request.

Looking at ITIL in a wider sense, I think it's best to be pragmatic about it: take the bits that are useful, and ignore the bits that aren't.

[cojak]

oh, has 'general' had its rules changed?
was this documented?
who knew?

It does when it just gets boring.

Who knew?

[sadkingbilly]

Stop with the you two…

oh, has 'general' had its rules changed?
was this documented?
who knew?

[Pondlife]

Wanders in and checks the sign says "General"

Kinda missed this place.

[cojak]

Stop with the you two…

[sadkingbilly]

Nope. Never run anything with more than 100 staff, or £120m P&L, or £30m programne budgets.

How about you?

just what do you think makes YOU so much better than everyone else?
Typical prat who got 'manager' in his title and swelled up with his own self importance.

[edison]

I did a couple of gigs at a council in 2020 and 2021 and they started to implement Halo whilst I was there. The previous ITSM was truly ancient coupled with terrible data quality and they decided to start from scratch again and switch systems rather than upgrade the existing one.

From memory, it worked OK when first rolled out but was complicated by the fact it had been designed and configured to handle service requests from all different parts of the organisation including HR, Facilities and Finance.

Still, at least it didn't need a small army of people to get it to work as intended unlike ServiceNow at my last gig.

I see Halo also sell CRM solutions. You would have thought that was a completely saturated market by now.

[malvolio]

oh, sorry oh great one!
I guess you're some sort of 'manager'* then.


*pompous pillok with delusions of competence.

Nope. Never run anything with more than 100 staff, or £120m P&L, or £30m programne budgets.

How about you?

[sadkingbilly]

Spoken like the typical expert who has no understanding outside their little world. So thanks for another pointless contribution.

oh, sorry oh great one!
I guess you're some sort of 'manager'* then.


*pompous pillok with delusions of competence.

[malvolio]

ITSM's just an excuse to get a whole layer of useless 'managers' in the way, so things take twice as long to implement/fix/commision etc.
oh, and get some twatty 'consultancy' in too.

Spoken like the typical expert who has no understanding outside their little world. So thanks for another pointless contribution.

[sadkingbilly]

ITSM's just an excuse to get a whole layer of useless 'managers' in the way, so things take twice as long to implement/fix/commision etc.
oh, and get some twatty 'consultancy' in too.

[malvolio]

Problem is, all ITSM apps have got bloated in the rush to embrace ITIL4 (aka pension fund top-up literature). Halo is not too bad for service support, but as usual they want three hundred pieces of personal info before you get a quote, so no idea on pricing. There are several enterprise wide systems with free starter level models but most people would only use about 30% of the functionality. And less than that if you haven't sold the user community on the benefits.

That said, and in line with my own take on ITIL, for a small company I'd start from the Service Design to describe the catalogue, a basic CMDB, the processes and the necessary data capture and let them decide which tool they would use to meet that design. For most SMEs the old concepts in ITIL2 are more than sufficient after all.

[eek]

Never heard of them before the snooker but it makes a nice change instead of gambling sponsorship. Any one used them out of interest?

I retired because of my contempt for strategic ITSM, but I’d go back to help a small company manage their incidents, change log and service centre. I’d use Zoho for that because everything else was stupid, big and too expensive.

I suspect powerapps would give you more flexibility for the same price or very little (couple of £ per user per month) more. Zoho is like Salesforce - once you start using it they ramp the price up...

[cojak]

Never heard of them before the snooker but it makes a nice change instead of gambling sponsorship. Any one used them out of interest?

I retired because of my contempt for strategic ITSM, but I’d go back to help a small company manage their incidents, change log and service centre. I’d use Zoho for that because everything else was stupid, big and too expensive.