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Central Networks and Technologies Ltd

Halo Service Desk Software

Central uses Halo as our main MSP software and also invite our customers to use this for their servicedesk facilities.

Halo makes ITSM, ServiceDesk and MSP software that is used by 100,000+ people worldwide. Halo are committed to improving customer relationships and unlocking team productivity through digital workflows and automation.

Features

  • ServiceDesk Management
  • ITIL compatible
  • ITSM
  • Software As a Service

Benefits

  • Allows customers to run their own servicedesk solution
  • Easy to flex up and down in terms of users
  • Complete software as a service solution - no infrastructure
  • Fully ITIL compatible

Pricing

£780 a licence a year

  • Free trial available

Service documents

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@centralnetworks.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

9 8 4 7 4 7 7 5 6 6 9 5 4 1 8

Contact

Central Networks and Technologies Ltd John Blackburn
Telephone: 01706747474
Email: sales@centralnetworks.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
N.a
System requirements
  • Windows
  • Outbound Firewall access to our service

User support

Email or online ticketing support
Email or online ticketing
Support response times
Weekday tickets are responded to within 4 hours.
Weekend tickets would be responded on Monday.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Via our main website
Web chat accessibility testing
None
Onsite support
Yes, at extra cost
Support levels
We provide a single support level for this software, our support hours are Monday to Friday 8am to 6pm.

Support is included in the license cost of this software
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We offer training either onsite, or online or "train the trainer" type training along with user documentation.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
This would be a manual process competed by Central Networks.
End-of-contract process
We would remove access to Halo.

We would ensure no access will remain after the contract has ended.

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
No
Service interface
No
User support accessibility
None or don’t know
API
No
Customisation available
Yes
Description of customisation
Customization would be completed by Central Networks for anything specific requirements by the customer.

This would include reporting times and frequencies for their various systems.

Scaling

Independence of resources
The services is hosted in the cloud and is scaled based on our customer's requirements.

Analytics

Service usage metrics
Yes
Metrics types
Access logs to devices.
License usage.
Reporting types
Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Halo

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

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
No
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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
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 would be able to run reports on the devices and information held in the system.
Data export formats
  • CSV
  • Other
Other data export formats
PDF
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
99.9%
Approach to resilience
This service is replicated to a secondary datacenter in case of failure.
Outage reporting
Email alerting

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Role based access is used. Different permission levels are assigned to different job roles.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • 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
At least 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
QMS International
ISO/IEC 27001 accreditation date
19/05/2014
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
Yes
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Our internal security engineers maintains a list of requirements for development.

These are managed through a change process.
Information security policies and processes
Information is kept in the UK.
Information is encrypted.
Information is only available to a single customers and is not shared
Information is deleted at the end of a contract.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Any changes required for the software are subject of a Change Advisory Board that is attended weekly.

This process ensures minimal downtime of the software.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Patches to the software is performed "live" by Halo themselves as they occur
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Access to the software is monitored on a regular basis. Access to the software is managed centrally and users leaving the business have their accounts disabled immediately.
Incident management type
Supplier-defined controls
Incident management approach
Incidents are managed through our internal service desk; any incidents would be escalated to more senior support teams if and when required.

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 v3.0)

Public sector networks

Connection to public sector networks
No

Social Value

Social Value

Social Value

Equal opportunity

Equal opportunity

Our Social Value Policy is Available on request more information can be found on our website

Pricing

Price
£780 a licence a year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
All services are included during our free trial.

Service documents

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