iService Solutions Limited

HaloITSM - SaaS ITSM/ITIL Aligned IT ServiceManagement Software (iService Solutions Ltd)

An ITSM solution and cloud-based service desk, HaloITSM delivers lightning-fast IT service management in an intuitive, codeless interface. HaloITSM is the benchmark for speed and supplies powerful, flexible ITIL processes out-of-the-box. Our experienced professional services team provide frictionless service migrations, with lower total ownership cost than other legacy ITSM tools.

Features

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

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 AI.
• Reporting designed to provide insights and facilitate continuous service improvement
• Expert implementation teams providing value to your organisation
• Orchestration capabilities to streamline JML processes and business workflows
• Quarterly stable upgrades without downtime nor impact on system configuration
• Guaranteed 99.95% uptime with industry leading speed & performance.
• Decades of experience delivering solutions to the public sector.
• Centralised communications in an enterprise service management approach.

£34.00 a user a month

• 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 tony.soden@iservicesolutions.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

200064342464652

Contact

Tony Soden
01793 317490
tony.soden@iservicesolutions.co.uk

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 to be performed 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: Email or online ticketing
• 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 5.15 Monday to Friday).
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: The live chat has been through internal UAT testing 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: IService Solutions have created a scoping document which allows a given customers requirements to be captured. We typically complete this document with the customer over the course of one or more scoping workshops and this will then become template for configuring HaloITSM to meet the given organisational needs.; ; During the project, we work collaboratively with customers to ensure that the skills necessary to maintain the system are passed on, and provide full on-going support. The consultant who works on your deployment is allocated as your Technical Account Manager from that point onwards to ensure continuity and a seamless escalation route should our support staff need it at any point following go-live. He/she will also act as a mentor or sounding board for your own staff as they start to configure HaloITSM themselves. ; ; Our success is based on the relationships we build with our customers and we always look to go above and beyond to ensure that customers are getting the best return on their investment in both the HaloITSM solution and their relationship with iService Solutions.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• 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: Your allocated account managers (both commercial and technical) will work with you to agree an exit plan, including any data and documentation that you require.; ; 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:
  • Internet Explorer 11
  • 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 (IOS and Android) available, both of which are included in the subscription cost.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• 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 what they need to see to perform their particular role. HaloITSM can also brand the solution, to be inline with the corporate image.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: At HaloITSM we work alongside our customers in developing the application to meet the requirements of all users. We are in constant communication with customers to ensure that the application allows all users to be able to easily use the software. Our user community is incredibly important to how the software is developed and all feedback is considered. Any feedback received around the accessibility ofHaloITSM is prioritised on our development roadmap and changes implemented in a timely manner.
• 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 web-based application and there is no requirement for coding or programming knowledge. To configure the system, the user must have the relevant permissions.; To configure the system, the user must have the relevant permissions.

Scaling

• Independence of resources: HaloITSM is designed to be scalable to meet the needs of any size of organisation, from SMEs 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 complete independence from other customers.

Analytics

• Service usage metrics: Yes
• Metrics types: Service usage metrics are available through the built-in Reporting Suite. Further reports are available on request.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: HaloITSM

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to 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 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / 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
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, 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 based on 24/7 operation.
• 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:
  • 2-factor authentication
  • 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:
  • 2-factor authentication
  • 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ACS Registrars
• ISO/IEC 27001 accreditation date: 31/07/2019 & 30/07/2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: Data Security & Protection Toolkit - 2022-23 Version 5

Security governance

• Named board-level person responsible for service security: 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 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.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We are always committed to improving our environment processes and policies to ensure a reduced overall impact to climate change. As part of our relationships with our customers we are always open to taking on further initiatives that can be included as part of the contract to ensure we are following any proposed guidelines or initiatives that are close to our customers as set out in our Environmental & Sustainability Policy .

  Tackling economic inequality

  We are an equal opportunities employer and are committed to delivering sustainability and social benefits related to tackling workplace inequality.

  Equal opportunity

  We continually monitor the make up of the workforce regarding information such as age, sex, ethnic background, sexual orientation, religion or belief, and disability in encouraging equality, diversity; and inclusion, and in meeting the aims and commitments set out in our the Equality & Diversity Policy.

  Wellbeing

  We are always committed to improving health & wellbeing throughout our organisation. Further to this, social events are organised on a quarterly basis. We encourage our staff to take regular breaks and we also encourage our staff to make us aware of family commitments and issues outside work life that can impact on staff mental health and social wellbeing so that we can offer support and guidance.

Pricing

• Price: £34.00 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Full access and personal support for 30 days. ; Register for a free, fully supported trial at the link below.
• Link to free trial: https://iservicesolutions.co.uk/halo-itsm/

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 tony.soden@iservicesolutions.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.