What makes Halo different from traditional enterprise ITSM platforms? Halo gives IT teams the depth of an enterprise ITSM platform without the cost, complexity and dependency that often comes with larger suites. Core ITSM capability is included in one platform, so teams can manage incident, request, change, problem, knowledge, assets, CMDB, SLAs, automation and reporting without constantly adding separate modules. --- Is Halo suitable for enterprise ITSM? Yes. Halo is built for complex IT environments with multiple teams, services, sites, approval paths, workflows and user groups. It gives enterprise IT teams the control and flexibility they need, while keeping the platform easier to configure, maintain and evolve. It also supports advanced automation use cases with built-in runbooks and orchestrated processes. --- How does customisation affect upgradeability in the Halo platform? Halo is designed around configuration rather than heavy custom code. Teams can tailor workflows, forms, fields, portals, automation, reporting and rules to fit their processes, while staying on an upgrade-safe path. That means customers can adapt the platform without creating the technical debt that often slows down future releases. --- What AI capabilities are built into Halo? 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 also connect their chosen AI provider using their own API key, giving them control over usage while unlocking advanced AI use cases across the platform. Halo AI can help with ticket triage, categorisation, summarisation, sentiment analysis, suggested replies, knowledge suggestions, resolution guidance, search, automation and workflow assistance, helping teams reduce manual effort without adding another paid module. --- What is included in Halo's ITSM pricing? Halo uses an all-inclusive licensing model, so core ITSM functionality is included rather than split into separate modules. The more you build into the platform, the more value you get from the same investment, without hidden add-ons for the capabilities most IT teams need to run service management properly. --- Can Halo support ITIL-aligned processes? Yes. Halo supports ITIL-aligned processes including incident management, service request management, change management, problem management, knowledge management, service level management, asset management and CMDB. Teams can use Halo to standardise best practice while still adapting workflows around their own operating model. --- Can internal teams manage Halo without relying on consultants? Yes. Halo is built so internal admins can configure and maintain the platform themselves. Admins can build forms, fields, workflows, portals, rules, automations and reports without code. For larger organisations, federated administration and sub-admin permissions also allow departments, regions or service owners to manage their own areas while central IT keeps control of the wider platform. --- Is Halo ready for the future of AI-led service management? Halo is built around an API-centric architecture, making it ready for a future where AI agents do more than suggest answers. AI agents and external automation tools can interact with Halo, trigger workflows, update records, route work, surface knowledge and coordinate activity across teams, while Halo remains the trusted system of record. This gives organisations a strong foundation for shift-left support, intelligent automation and agent-led service delivery as AI capabilities continue to evolve. --- How quickly can Halo be implemented? Halo is designed to be configured quickly without turning every deployment into a long transformation programme. Timelines depend on scope, data migration and integrations, but the platform is built to help teams move fast, prove value early and expand over time.