MARXTAR LTD

HaloITSM - Service Management ITSM, IT Asset Management, Agentic AI

An ITSM solution and cloudbased service desk, HaloITSM
delivers lightning-fast IT service
management in an intuitive,
codeless interface. HaloITSM
supplies powerful, flexible ITIL
processes and CMDB with
Automation out-of-the-box. Our
experienced, in-house ESM
team provide frictionless service
migrations, lower total
ownership cost than legacy
tools with concurrent licencing
options available.

Features

• Single solution for ITSM, ESM, ITOM, ITAM best practises
• No-code interface facilitating easy system adoption for multiple departments.
• Branded self-service portal, virtual agent and automatic article suggestions.
• Real-time reporting, unlimited drill-down dashboards and PowerBI integration.
• Integration and connectors with core business systems (O365, MSTeams, GoogleWorkspace).
• Multi-language agent and user interfaces - English and Welsh included.
• Works on any device, including an Android/iOS mobile app.
• Visual SLA, workflow & automation builder, and progress trackers.
• Full-ITIL4 alignment for all Service Management practices.
• Granular access control and bespoke multi-layered security

Benefits

• All-inclusive, non-modular software - no hidden fees or paywalls.
• Industry-leading implementation timeframes, with risk-free pricing model.
• Shift-left model through emphasis on self-service, automation and AI.
• Orchestration capabilities to streamline JML processes and business workflows.
• Guaranteed 99.95% uptime with industry-leading speed & performance.
• Centralised communications in an enterprise service management approach.
• Reporting designed to provide insights and facilitate continuous service improvement.
• All upgrades included without downtime nor impact on system configuration.
• Decades of experience delivering solutions to the public sector.

• 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 sales@marxtar.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

719408406852308

Contact

Robert Challis
01256679550
sales@marxtar.com

About your service

• Service categories:

  Systems Infrastructure Software

  System and service management

  • IT operations management
  • IT service management

  IT automation and configuration management

  • Workload 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 by modern web browsers

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
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• 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
• Web chat support accessibility standard: WCAG 2.2 AA
• 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
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: HaloITSM supports users in; getting started through a; structured onboarding and; enablement approach designed; to drive rapid adoption and longterm success. Every customer; benefits from a dedicated; implementation consultant who; guides them through discovery,; configuration, testing, and golive. We provide tailored training; delivered via a mix of remote; workshops, recorded sessions,; and, where required, onsite; training. Training is role-based,; ensuring administrators, agents,; and end users receive relevant,; practical guidance. A train-thetrainer approach is commonly; used to help organisations scale; knowledge internally. Users; have access to comprehensive; online documentation, video; guides, and a growing; knowledge base, alongside inproduct guidance and; contextual help. Following golive, customers receive hypercare support and ongoing; access to our support team and; customer success function,; ensuring continued adoption,; continuous improvement, and; maximum value from the; service
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: 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.
• End-of-contract process: At the end of the contract,; HaloITSM follows a structured; offboarding process to ensure a; secure, transparent, and lowrisk exit. Upon receipt of formal; notice, an offboarding plan is; agreed with the customer,; including timelines,; responsibilities, and; communication. Customers; receive their full data via secure; export (e.g. SQL backup, CSV; extracts, schema; documentation), with secure; SFTP delivery and up to 30 days of supported access to; validate receipt. Integrations are; decommissioned in a controlled; manner, and user access is; removed. After the agreed; retention period, all customer; data is securely and; permanently deleted, with a; certificate of deletion available; on request. A final closure; meeting confirms completion.; The contract price includes; standard offboarding activities,; data export, and secure; deletion. Additional costs may; apply for optional services such; as extended access beyond 30; days, bespoke export formats,; complex migration assistance,; or consultancy to support; transition to a new supplier
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• 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, this native; app is for agent use only.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: 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 AA
• Accessibility testing: Accessibility testing; HaloITSM has undertaken; usability and accessibility; testing aligned to WCAG 2.1; AA, including testing of key user; journeys such as logging; tickets, navigating the selfservice portal, and knowledge; article consumption. This has; included internal testing using; assistive technologies (e.g.; screen readers and keyboardonly navigation) and feedback; from customers in accessibilitysensitive sectors such as public; sector and education, with; improvements incorporated into; ongoing product development
• 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 ensures; independence of resources by; provisioning each customer with; their own dedicated application; instance and separate; database. This architecture; guarantees full data segregation; and prevents performance; impact from other tenants’; activity. Capacity is monitored; continuously, with resources; scaled as required to maintain; service levels. This approach; provides strong isolation,; predictable performance, and; enhanced security for all; 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: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Halo Service Solutions Limited

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

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
• Data import formats: CSV

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: HaloITSM is designed for; resilience using a cloud-native; architecture hosted within AWS; data centres. Customer; environments are deployed; across resilient AWS; infrastructure with built-in; redundancy for compute,; storage, and networking.; Services are monitored 24/7,; with automated alerting and; proactive incident management; to maintain availability and; performance. Regular backups; and tested recovery procedures; protect customer data and; support rapid restoration in the; event of disruption.; Infrastructure is designed to; scale to meet demand and; reduce the risk of capacityrelated failures. Disaster; recovery arrangements,; recovery time objectives, and; recovery point objectives are; defined and can be provided on; request to support assurance; against the UK Government’s; Cloud Security Principle on; asset protection and resilience.
• Outage reporting: Service outages are alerted to; the customers via email. Emails; are transparent and keep the; customer updated as to; expected availability. Halo also; has a public dashboard and; service status page.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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)
  • Identity federation with existing provider (for example Google Apps)
  • 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 have access to real-time 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
• Security governance certified: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
• Information security policies and processes: HaloITSM operates a; comprehensive information; security framework aligned to; recognised standards and best; practice. Our policies cover; areas including access control,; data protection, secure; development, vulnerability; management, incident; response, business continuity,; supplier risk, and acceptable; use. These policies are formally; documented, reviewed regularly,; and communicated to all staff as; part of onboarding and ongoing awareness training. HaloITSM; uses Amazon Web Services; (AWS) for the hosting of its; cloud software. All customer; data is stored within AWS; infrastructure, which complies; with ISO/IEC 27001, and no; customer data is physically; stored on HaloITSM-owned; hardware. Technical and; organisational controls are; applied to protect confidentiality,; integrity, and availability.; Governance is overseen by; senior management with; defined accountability for; information security, supported; by an internal security function.; Compliance is reinforced; through audits, monitoring, and; defined escalation routes.; Changes to AWS infrastructure; and production environments; must follow HaloITSM’s internal; change management process,; including documented risk; assessment and formal; authorisation where required,; ensuring policies are; consistently followed in practice.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management is all; tracked through using HaloITSM; ourselves 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
• 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.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

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. This can be; extended upon request.
• Link to free trial: https://usehalo.com/haloitsm/

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%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 417dc057-7662-4365-913d-d7d8d3dc834c
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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
    • 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
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • 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
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • 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 educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

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 sales@marxtar.com. Tell them what format you need. It will help if you say what assistive technology you use.