What is Enterprise Service Management? Enterprise Service Management applies service management practices beyond IT, helping departments like HR, Facilities, Finance, Legal, Procurement and Operations manage requests, approvals, workflows, knowledge and reporting through one shared platform. --- What AI capability is built into Halo for Enterprise Service Management? Halo AI is included as part of the base licence, with no additional Halo consumption-based pricing, and it includes a built-in OpenAI LLM connection at no extra cost. Customers can connect their chosen AI provider using their own API key, giving them control over usage while bringing AI into service delivery across IT, HR, Facilities, Finance, Legal and other teams. Halo AI can support request triage, categorisation, summarisation, sentiment analysis, suggested replies, knowledge suggestions, resolution guidance, search, automation and workflow assistance, helping departments reduce manual effort and deliver faster service without adding another paid module. --- How does Halo support Enterprise Service Management? Halo gives every department a structured way to manage service delivery while keeping everything connected in one platform. Each team can have its own services, forms, workflows, portals, approvals and reporting, while the organisation benefits from shared visibility, collaboration, governance, and automation. --- Why use one platform for ESM instead of separate departmental tools? Using one platform reduces tool sprawl, improves visibility and creates a consistent service experience for employees. With Halo’s all-inclusive model, organisations can bring more teams and workflows into the platform without being penalised by module-by-module licensing. The more departments you onboard, the stronger the ROI becomes. --- Can different departments manage their own services in Halo? Yes. Halo supports federated administration and sub-admin permissions, so departments, regions or service owners can manage their own areas without needing full control of the wider platform. This allows teams to move quickly while central IT, shared services or platform owners maintain governance. --- Can each department have its own portal, workflows and approvals? Yes. Halo can support different departmental service catalogues, portals, forms, workflows, approval routes, SLAs and reporting structures. HR, Facilities, Finance, Legal and other teams can work in ways that suit their processes, while still operating on the same core platform. --- How does customisation work across multiple departments? Halo is designed to be configurable without relying on heavy custom code. Departments can tailor services, workflows, fields, forms, automations and reporting around their needs, while keeping the platform upgrade-safe. This helps organisations scale ESM without creating long-term maintenance issues. --- Is Halo suitable for shared services teams? Yes. Halo is well suited to shared services models where multiple departments need to deliver support through a consistent employee experience. Requests can be routed to the right team, tracked against the right SLA, automated where possible and reported on across the organisation. --- How is Halo ready for the future of AI-led Enterprise Service Management? Halo’s API-centric architecture allows AI agents and automation tools to work across departments while keeping Halo as the system of record. AI can help triage requests, trigger workflows, surface knowledge, automate routine actions and keep records updated, giving organisations a future-ready foundation for enterprise-wide service delivery.