BDQ

HALO ITSM software

HaloITSM is a modern IT service management (ITSM) platform that helps organisations manage incidents, requests, problems, changes and assets. It supports service desks with configurable workflows, automation, self-service portals, reporting and integrations, improving service delivery, compliance and user experience.

Features

• Incident & Request Management – Centralised ticketing across channels
• Self-Service Portal & Knowledge Base
• AI-driven Capabilities - knowledge generation, sentiment analysis and virtual assistance
• Problem & Root-Cause Management
• Asset & CMDB Management - Track IT and configuration items
• Automated Workflows & Approvals - Configurable processes and SLA enforcement
• Dashboards, Reporting & Analytics
• Concurrent & Named Agent Licensing
• Integrations & API Support
• Configurable Platform - Low-code/no-code customisation

Benefits

• AI features included Out-of-the-Box
• Choose named or concurrent agent licences to reduce costs
• All core ITSM capabilities included without modular feature gates
• Rapid implementation with pre-built ITIL-aligned workflows
• Configurable without Code – Tailor workflows and automation
• Better Visibility & Control – Comprehensive dashboards and reporting

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at enquiries@bdq.cloud. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

649739271445973

Contact

Dominic Bush
+44 (0)844 8265 236
enquiries@bdq.cloud

About the service

• Service categories:
  • Application Development and Deployment
    • Software quality and life cycle
      • Software change, configuration and process management
        • Software change, configuration and process management
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: HaloITSM will be periodically updated with the agreement from the customer. These updates will take place outside of business hours and will be scheduled in at the customer's convenience.; ; Any maintenance that will impact service to a customer will only be carried out with agreement and will be scheduled in advance. Maintenance work is normally performed outside of normal working hours to ensure minimal disruption.; ; Where urgent work, such as emergency fixes, security patches or other unforeseen maintenance work must be carried out, customers are kept informed with regular updates.
• System requirements: Supported Web Browser: IE11+, Microsoft Edge, Chrome, Firefox, or Safari

User support

• Email or online ticketing support: Yes
• Support response times: The HaloITSM SLA is as follows:; - Priority 1: 15 minutes; - Priority 2: 30 minutes; - Priority 3: 4 hours; - Priority 4: 8 hours; ; All tickets raised via email are classified as a priority 3 and will be responded to within 4 hours. Priority 1 and 2 tickets must be raised via the self-service portal or via phone. This SLA applies throughout the working hours specified (service availability support 24/7, application support 9 to 6 Monday to Friday).
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• AI chatbot: Yes
• Web chat support accessibility standard: WCAG 2.2 A
• Web chat accessibility testing: The live chat has been through internal UAT testing, testing with assistive technology users and the same processes are being used globally by HaloITSM customers.
• Onsite support: Yes, at extra cost
• Support levels: Standard support included within Cloud pricing. Each client has a dedicated Account Manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: When purchasing HaloITSM, an implementation package is also purchased. The packages vary to include onsite consultancy, training, remote consultancy, project management etc. depending on the scale of the implementation. BDQ is an official HaloITSM partner and offer a range of implementation packages to suit all types of customer.; ; Alongside the implementation package, new users will also have access to a library of guides and documentation, as well as being able to ask questions of the support team.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Knowledge Base
  • Video
  • Webinars
• Documentation accessibility standard: WCAG 2.2 A
• End-of-contract data extraction: Users extract their data via csv export from the Reporting Suite or the SQL database can be provided, in the format of a .bak file.
• End-of-contract process: At the end of the contract, all data can be exported into csv format free of charge. The SQL database can be provided for an additional cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Web app is mobile optimised to include the same functionality regardless of device. There are also native mobile apps available as part of the subscription cost.
• Service interface: Yes
• Description of service interface: HaloITSM is a browser based application with a modern, intuitive interface. The interface is configurable per user or role, with each user seeing only their relevant areas of the system. You can also the brand the solution, to be inline with the corporate image.
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: HaloITSM work alongside their customers in developing the application to meet the requirements of all users. They are in constant communication with customers to ensure that the application allows all users to be able to easily use the software. The user community is incredibly important to how the software is developed and all feedback is considered. Any feedback received around the accessibility of HaloITSM is prioritised on the Halo development road map and changes implemented in a timely manner.
• User support accessibility: WCAG 2.2 AAA
• API: Yes
• What users can and can't do using the API: External applications are authorised to the RESTful API within the HaloITSM application. A name and authentication method is given to the application and this is used to authenticate requests to the HaloITSM API.; ; HaloITSM is an API-centric application, so all the functionality from the application is available within the API.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: HaloITSM is an extremely configurable application and is designed to be configured to meet a range of service desk requirements. The configuration all takes place within the application and there is no requirement for coding or programming knowledge.; ; To configure the system, the user must have the relevant permissions.

Scaling

• Independence of resources: HaloITSM is designed to be scalable and meet the needs to enterprise level organisations.; ; Each customer has their own application server hosted on Amazon Web Services (AWS) and this easily scales to requirements. By having separate servers, this ensures independence from other customers.

Analytics

• Service usage metrics: Yes
• Metrics types: Service usage metrics are available through the built-in Reporting Suite. Further reports available on request.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: HALO ITSM

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can export their data on demand through the Reporting Suite within the application. This is typically in csv format although other formats are available.; ; HaloITSM will also provide a database backup on request. This database is compressed, encrypted and password protected.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The level of service received by all HaloITSM customers is of the highest importance. As a result we have an operational target of 99.95% service availability.
• Approach to resilience: Available on request
• Outage reporting: Service outages are alerted to the customers via email. Emails are transparent and keep the customer updated as to expected availability.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: HaloITSM management interfaces require a username and password to access and this is authorised against their role. To access support channels HaloITSM allows customers to opt in to our Name Support Contact Policy. This restricts which employees are allowed to access support channels. Outside of this policy, support is provided to the level of the role of the user. If additional permissions are required this is sent for approval with the customer's administrators.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: HaloITSM use Amazon Web Services (AWS) for the hosting of cloud software. All data is stored within the Amazon infrastructure, which complies with ISO/IEC 27001. No customer data is physically stored on HaloITSM hardware.; ; Any changes to AWS infrastructure are required to go through our internal Change Management procedure and authorisation needs obtaining where required.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management is all tracked through using HaloITSM internally.; ; Requests for change are raised for normal and emergency changes, which are associated against the relevant services. These are then tracked through HaloITSM and relevant changes go for approval. Once approved, the changes are then implemented and reviewed.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential threats are evaluated on an ongoing basis and risk assessments carried out whenever a change is made to an asset. The potential impact of each threat-vulnerability is assessed using the risk likelihood scale and risk levels are automatically calculated and recorded against the asset in the risk assessment register. We use multiple sources to identify vulnerabilities, from vendor information to in house testing. Our internal process allows for these risks to be resolved or mitigate with 8 hours.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All instances of HaloITSM are configured with proactive monitoring software, which checks a range of metrics every minute. These metrics are displayed on dashboards and email alerts sent out. Any warnings received follow our internal incident procedure and worked on in accordance with our standard SLA. Priority 1 - 15 mins; Priority 2 - 30 mins; Priority 3 - 4 Hours
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: No
• Incident management approach: Incidents can be raised with HaloITSM via email, web form/chat or phone call. These different channels all raise incidents with the HaloITSM software. Once logged in HaloITSM these incidents are triaged, which involves prioritising, categorising and assigning to the correct teams. Common events have resolutions stored in our knowledge base and problem management is also implemented to prevent future incidents. All communications are maintained within the incident record and customers can view this information on the support portal. The support portal allows users to view active incidents, as well as closed incidents. Additional incident reports available on request.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Full access and personal support for 30 days.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: Provided
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Plans to engage the contract workforce in deciding the most important workplace issues to address
  • Ensuring new workers are informed of their right to join a trade union
  • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
  • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
  • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
  • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
  • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
  • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
  • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at enquiries@bdq.cloud. Tell them what format you need. It will help if you say what assistive technology you use.