A dedicated response the moment a major incident is declared
When a critical system fails, the response needs to be immediate, coordinated and fully documented. Halo Major Incident Management provides a dedicated workspace that activates the moment a major incident is declared, bringing together the response team, the communication workflows, the timeline recording and the escalation rules in one place. The right people are notified immediately. The response is structured from the first second.
Stakeholder communication without the chaos
During a major incident, communication is everything. Halo automates stakeholder notifications from the moment of declaration, sending updates to the right people at the right intervals through email, SMS and Microsoft Teams. Communication templates ensure consistent, professional messaging regardless of who is managing the incident. Stakeholders know what is happening, what is being done and when to expect resolution, without the major incident team having to stop and write updates manually.
A complete, real-time timeline of every action
Every action taken during a major incident is captured automatically in a real-time, chronological timeline. Status changes, team assignments, escalations, communications, decisions and resolution steps are all recorded with timestamps and attribution as they happen. When the incident is resolved, the complete timeline is available immediately for post-incident review, regulatory reporting and organisational learning.
Post-incident review built into the process
Halo builds the post-incident review process directly into major incident closure. Review tasks, root cause investigation triggers, corrective action assignments and lessons-learned documentation are all initiated automatically when a major incident is closed, ensuring that every critical incident is followed by a structured improvement process rather than being filed and forgotten.
Fully connected to your wider service management processes
Major incidents do not exist in isolation. Halo connects every major incident to the problem investigations, change requests, asset records and knowledge articles that are relevant to the response and the recovery. The context your team needs is always in one place, and the actions taken during a major incident flow automatically into the processes that prevent recurrence.
One-click major incident declaration
Any incident in Halo can be escalated to major incident status with a single action. Escalation triggers automated team notification, workspace activation, stakeholder communication and timeline recording simultaneously. The time between identification and coordinated response is reduced to seconds, ensuring your team is working the problem rather than assembling the response.
Dedicated major incident workspace
Every major incident gets a dedicated workspace in Halo that brings together the response team, the communication log, the real-time timeline, the affected services, the current status and the resolution actions in one view. The workspace is accessible by every member of the response team simultaneously, with real-time updates ensuring everyone is always working from the same picture.
Automated stakeholder communications
Halo automates stakeholder communications throughout the major incident lifecycle. Notification templates for declaration, update and resolution are pre-configured and triggered automatically at each status transition. Stakeholders receive consistent, professional communications through their preferred channel without the response team needing to stop and draft messages manually.
Real-time timeline recording
Every action taken during a major incident is captured automatically in a real-time chronological timeline as it happens. No manual logging is required during the response. The timeline records status changes, team assignments, communications, decisions, escalations and resolution steps with timestamps and attribution. The complete timeline is available immediately when the incident is closed.
War room collaboration
Halo major incident workspace supports war room collaboration for distributed or remote response teams. Team members contribute updates, actions and findings directly within the workspace, with all contributions visible to the full response team in real time. Integration with Microsoft Teams enables response coordination within the communication tools your team already uses.
Post-incident review and improvement
When a major incident is closed, Halo automatically initiates the post-incident review process. Review tasks are created, root cause investigation triggers are raised in problem management, corrective action assignments are made and lessons-learned documentation is opened. The complete incident timeline, communication log and resolution record are all available immediately to support the review.
Customer Story
From ServiceNow to HaloITSM: How inlumi Gained Efficiency, Flexibility, and Cost Savings
As inlumi grew, they needed an ITSM solution that could keep pace. Frustrated by rising costs, complex customisation, and declining support with ServiceNow, they made the switch to HaloITSM.
See Customer Story
30%
Reduction in licensing costs
ITIL 4 aligned major incident process
Halo Major Incident Management follows the ITIL 4 framework for major incident response, covering detection, declaration, escalation, coordination, resolution and post-incident review in a structured, documented process.
Connected to every part of your service management process
Halo Major Incident Management is fully integrated with Incident Management, Problem Management, Change Management and Asset Management within the same platform. The context your team needs during a response is always one click away.
Documented for compliance from the moment of declaration
Every action taken during a major incident is captured automatically in a tamper-proof audit trail from the moment of declaration. No manual logging is required. The complete record is available immediately for post-incident review, regulatory reporting and governance requirements.
Configured for your environment and your processes
Major incident workflows, communication templates, escalation rules, severity levels and stakeholder notification lists are all configured through Halo no-code interface by your own administrators, without developer resource or external support required.
AI-powered major incident detection
Halo AI monitors incident patterns in real time and flags potential major incidents based on severity indicators, affected service combinations, ticket volume surges and historical major incident patterns. Service managers receive an alert and a recommendation to escalate before the volume of impact makes escalation unavoidable. Early detection means earlier response and shorter resolution times.
AI-assisted communication drafting
During a major incident, Halo AI assists the response team in drafting stakeholder communications by generating suggested update content based on the current incident status, affected services and timeline of events. Communications can be reviewed and sent within seconds, ensuring stakeholders are kept informed without the response team losing focus on the resolution effort.
Virtual agent for end users
Halo virtual agent gives every person across your organisation a fast, intelligent first point of contact, available around the clock without any human intervention required. During a major incident, the virtual agent surfaces the current status and estimated resolution time to end users automatically, reducing inbound contact volume at exactly the moment your service team needs to focus on resolution.
FAQ Question 1
FAQ Answer 1
Achieve faster response
and structured workflows
Try HALO for free today, the only platform to change the way the world works.