CTMS

HaloITSM - SaaS ITSM/ITIL Aligned IT Service Management Software

An ITSM solution and cloud-based 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 services team provide frictionless service migrations, with lower total ownership cost than legacy tools with concurrent licensing options available.

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.
• Full-ITIL4 alignment for all Service Management practices.
• Branded self-service portal, virtual agent and automatic article suggestions.
• 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 and 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 a licence 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 david.keen@ctms-itsm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

595769909588872

Contact

David Keen
01189338070
david.keen@ctms-itsm.com

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: Email or online ticketing
• Support response times: The HaloITSM SLA is as follows: - Priority 1: 15minutes - Priority 2: 30 minutes - Priority 3: 4hours - 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 2.1 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, 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. Alongside the implementation package, new users will also have access to our library of guides and documentation, as well as being able to ask questions of our support team.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Knowledge Base
  • Video
  • Webinars
• 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:
  • 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 available as part of 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 their relevant areas of the system. You can also the 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 of HaloITSM 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 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

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: CTMS Service Management Ltd

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.
• 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: 30/09/2019
• 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: No

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

  HaloITSM appreciates the importance of working towards a carbon-neutral society and tackling the global issue of climate change. For this reason, we have put in place a number of measures to ensure all elements of our organisation contribute to reducing our carbon emissions, and work towards becoming the most climate-friendly organisation we can be.; To give a few samples of this, firstly, our internal policy has been designed with carbon neutrality in mind. Our offices have a strict "switch it off!" policy, ensuring all laptops and workstations are turned off whenever possible, to stop unecessary electricity usage. We are also strictly paperless, and encourage all employees to use digital solutions (of which the providers also have environmental policies in place) instead of paper-based solutions. Furthermore, we have recently rebuilt and designed our offices. These have been designed with carbon neutrality in mind, including the installation of solar panels and eco-friendly technology, such as motion sensor lighting.; Furthermore, we offer opportunities for our clients to get involved in tackling climate change with us. This includes carbon offsetting and getting involved with volunteer days! Speak to us to find about our next initiative.

  Tackling economic inequality

  HaloITSM recognise our economic responsibility, from creation and growth of business to employment and education. The following policies and practises have been implemented to lower the unequal distribution of income and opportunity between different groups in society.; HaloITSM offer work experience opportunities to schools and colleges local to their corporate offices. This provides students with the opportunity to learn new skills, network with professionals, take part in training sessions and get stuck in with other events the company offers to employees. The goal of these work experience placements is to help students find their feet in the professional world, by gaining insight into any area of the business which piques their interest. This also gives them valuable experience when applying for future employment.; HaloITSM partner with local universities to assist in tailoring course content to increase student employability. This ensures students in degrees relevant to the work of HaloITSM (such as mathematics or computer science) leave university with the right skills to be employable and competitive in the world of work.; HaloITSM offer a global Graduate Scheme, allowing university graduates from across the globe the opportunity to be holistically trained in all areas of the business over a year long period. This allows graduates to work in a supported environment whilst determining their chosen role within the business. ; HaloITSM offer a discounted rate for their services to charities, educational institutions, and non-profit organisations. HaloITSM work in partnership with these organisations to identify areas in business process where time and money could be saved, to further save unnecessary resource expenditure at these important organisations.; To further tackle societal economic disparity, HaloITSM dedicate a proportion of their yearly fundraising target and/or employee charity days toward this cause.

  Equal opportunity

  Halo Service Solutions Ltd is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination. The aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to do their best. Halo Service Solutions, whilst providing our services, are also committed against unlawful discrimination of customers or the public. At all times, we work in line with the Equality Act of 2010. Here at HaloITSM, we have multiple measures in place to ensure there is no bias within our organisation, and everyone feels welcome and in the best position to suceed regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, and ethnic or national origin), religion or belief, sex and sexual orientation. For example, we practise blind recruitment, ensuring there is no bias in our hiring process and all employees are hired based on credentials and experience.

  Wellbeing

  HaloITSM recognises the importance of promoting wellbeing. The following points cover some of the key policies the organisation has put in place, as well as actions that have been taken to improve wellbeing both internal and external to the business:; HaloITSM are an Equal Opportunities Employer as per the Human Rights Act 2010, and all operations and processes are in line with the Modern Slavery Act of 2015.; HaloITSM have a robust health and safety policy to ensure employee’s wellbeing whilst in any of our global offices, or on site with one of our customers.; All technologies utilised at HaloITSM, including our own in-house built solutions, are regular tested to ensure accessibility for all employees. For example, all HaloITSM software is WCAG compliant and is regularly tested to ensure this by HaloITSM employees and customers alike. All working environments at HaloITSM have also been designed with accessibility in mind, and in such a way to contribute to the productivity of all employees.; All HaloITSM employees have pension plans, and enjoy a range of supplementary benefits. These include free concessions, parking, company phones and cars (where relevant to their role), free company social events (including fundraising events, day trips and sporting events), and much more.; HaloITSM have a formal process for dealing with any HR issues or complaints. This ensures all issues can be dealt with quickly and effectively to the satisfaction of all parties.; To further improve the promotion of wellbeing and equal opportunities external to the organisation, HaloITSM dedicate a proportion of their yearly fundraising target and/or employee charity days toward this cause.

Pricing

• Price: £34 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Full access and personal support for 30 days.

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 david.keen@ctms-itsm.com. Tell them what format you need. It will help if you say what assistive technology you use.