HaloITSM is a cloud-based IT Service Management platform that consolidates your entire IT department's service delivery into one place. Built on ITIL best practices, the platform manages incidents, service requests, problems, and changes within a single, structured workflow.
Unlike many legacy ITSM tools, all modules are included from the start—servicedesk, self-service portal, knowledge base, CMDB, SLA management, reporting, and integrations. You don't pay extra for individual features, and you can configure the platform yourself without needing billable consulting hours for every minor workflow adjustment.
HaloITSM is used by over 125,000 teams in more than 75 countries and can be deployed as SaaS, in your own cloud environment (Azure, AWS, Google Cloud), or entirely on-premise.
Why Nordic organizations choose HaloITSM
Everything included from day one. No module price lists, no surprises when you want to activate problem management or CMDB. The functionality is already there, ready to be switched on whenever you are.
Configurable without consultants. Workflows, forms, SLAs, and portals are built by your own staff. The platform grows with your business instead of locking you into the processes you had when you first signed the contract.
AI that delivers real value. Halo AI categorizes tickets, suggests solutions from the knowledge base, and summarizes long ticket threads. Spend less time on triage and more time on tasks that actually require a human.
Full ITIL coverage. Incident, request, problem, change, release, and asset—all in structured processes with full traceability. It works just as well for those needing to pass an audit as it does for those who simply want to stop chasing tickets in their inbox.
Data storage within the EU. Can be hosted within the EU or entirely in your own environment. Relevant for the public sector, regulated industries, and organizations working with NIS2 requirements.
Features in HaloITSM
Ticket management and servicedesk. Omnichannel—email, portal, phone, chat, and Microsoft Teams in a single view. Automatic categorization, prioritization, and assignment ensure the right ticket reaches the right person without manual sorting.
Incident management. Structured management of outages and disruptions with prioritization based on impact and urgency, automatic escalation, and links to underlying problems. Major incidents can be managed with dedicated communication workflows.
Problem management. Recurring incidents are linked to a common root cause. Known errors are documented with workarounds so the service desk doesn't have to investigate the same issue twice.
Change management. Approval workflows, CAB support, change calendars, and risk assessment. Every change has a traceable history – who requested it, who approved it, and what was actually done.
CMDB and asset management. An overview of hardware, software, licenses, and system dependencies. You can see what a planned change will actually affect before you implement it, and which services are down when a server stops responding.
SLA management. Response and resolution times per agreement, service, or priority. Automatic escalation before you breach an SLA – not after. Follow-ups happen continuously rather than in retrospect.
Self-service portal. A white-labeled portal where the business can report issues, track status, and order from the service catalog themselves. Fewer calls to the service desk and faster responses for the user.
Knowledge base. Resolved issues become articles, and articles mean fewer issues. Searchable for both agents and end-users, with the ability to control which articles are internal and which are published externally.
Reporting and dashboards. Custom reports, scheduled distributions, and real-time views. Track workload, resolution times, SLA compliance, and quality – data that holds up for both management teams and audits.
Integrations and technical environment
HaloITSM has ready-made integrations with Microsoft 365, Entra ID, Microsoft Teams, Azure DevOps, Jira, Slack, NinjaOne, and hundreds of other systems. In addition, there is an open REST API for anything that needs to be built specifically.
Login is handled via SSO using Entra ID, Okta, Google, or SAML 2.0, and users can be synchronized automatically from your directory service. This means new employees get the right permissions without manual intervention – and that departing staff actually lose theirs.
The platform can be hosted as SaaS, in your own cloud environment in Azure, AWS, or Google Cloud, or entirely on-premise in your own data center.
Security, GDPR, and compliance
For many Nordic organizations, the choice of ITSM platform is determined as much by compliance requirements as by functionality.
HaloITSM can be hosted with data storage within the EU, which significantly simplifies GDPR compliance compared to solutions that store personal data outside the union. Permissions are managed granularly by role, team, and ticket type, and all activity is logged with full traceability – a prerequisite for both internal audits and ISO 27001 compliance.
Organizations subject to NIS2 often use the ITSM platform as a hub for incident reporting, as requirements for documentation and timely reporting can be built directly into the workflows.
HaloITSM for the public sector
Municipalities, government agencies, educational institutions, and healthcare organizations use HaloITSM for their internal IT delivery. The combination of data storage within the EU, granular permission management, full traceability, and the option for on-premise hosting makes the platform suitable for procured and regulated operations.
We have experience in responding to requirements in public tenders and can help you formulate a requirements specification that describes your needs rather than a specific vendor's feature list.
HaloITSM or HaloPSA – which one is right for you?
This is the most common question we receive, and the difference is simpler than many think.
HaloITSM is built for internal IT departments. You deliver IT services to your own organization, and the focus is on ITIL processes, internal SLA tracking, and service catalogs.
HaloPSA is built for IT service providers and MSPs. You deliver IT services to external clients, and the focus is on contract management, time tracking, billing, and profitability per client.
Do you deliver IT to colleagues? HaloITSM. Do you deliver IT to clients who pay invoices? HaloPSA. Unsure? Get in touch – we sell both and have no reason to steer you in the wrong direction.
Why choose MSP Nordics as your partner?
Halo is sold by many. Distributed by few. And no one in the Nordics has been doing it as long as we have.
Halo launched HaloITSM in 2019. That same year, MSP Nordics became a distributor in the Nordics. Today, we are the region's largest distributor of the platform, authorized for Sweden, Norway, Denmark, Finland, and Iceland, and appointed by Halo as a Specialist Partner.
This isn't just a list of credentials for the sake of it. It means something concrete for you:
- We know what lasts. Seven years with the same platform, from launch to today, provides knowledge that isn't in any product manual: which configurations work over time, and which will become technical debt in two years.
- We handle the entire migration. From ServiceNow, Freshservice, Jira Service Management, Ivanti, Zendesk, or TOPdesk. Data mapping, export, import, and quality assurance.
- We are in your time zone. Support in Swedish, Norwegian, Danish, and English. No support queues in another part of the world.
- We provide licensing advice. The right model and the right volume from the start. It is cheaper to think ahead.
- We are here for you afterwards. Ongoing support, further development, and optimization – not just a deployment followed by silence.
How an implementation works
Needs analysis. We map out your processes, volumes, and integration needs. Free of charge, and with no obligation to commit.
Demo in your context. Not a generic sales demo – we show you the platform based on your actual workflows.
Test environment. Thirty-day free evaluation with all modules enabled.
Configuration. Workflows, SLAs, service catalog, portal, and integrations are set up. Quick-start or fully customized depending on your needs.
Migration. Ticket history, users, assets, and knowledge articles are moved from your current system.
Training and go-live. Training for agents and administrators, followed by ongoing support and further development.
A quick-start with standard workflows can be up and running in a few weeks. A larger implementation involving migration of history, complex integrations, and multiple departments typically takes two to three months.
Are you already using another system?
Most people who contact us are. Nobody switches ITSM platforms for fun – you switch because something isn't working.
From ServiceNow it is usually about cost and complexity in relation to actual needs. From Jira Service Management about weak ITIL coverage outside of development workflows. From Ivanti or Cherwell about aging interfaces and costly further development. From Zendesk about the tool being built for customer support rather than internal IT. From TOPdesk about the need for more flexible configuration.
We take full responsibility for the migration – data mapping, secure export, and minimal impact on daily operations. Ticket history, assets, knowledge articles, and contacts are all included.
Frequently asked questions about HaloITSM
How much does HaloITSM cost?
HaloITSM is licensed per agent, meaning per person working in the system. End users who submit tickets are free of charge. The price depends on the number of agents, selected modules, and contract length. Contact us for a quote based on your situation – you will receive a concrete price, not a range.
Is HaloITSM available in Swedish?
Yes. The interface is available in Swedish, and the self-service portal can be set up in multiple languages in parallel – practical for organizations with operations in several Nordic countries.
Where is the data stored?
HaloITSM can be hosted within the EU, in your own cloud environment in Azure, AWS, or Google Cloud, or entirely on-premise in your own data center. The choice is yours.
How long does an implementation take?
A quick-start with standard workflows can be up and running in a few weeks. A larger implementation involving data migration, complex integrations, and multiple departments typically takes two to three months.
Is HaloITSM ITIL-verified?
HaloITSM is PinkVERIFY certified for a number of ITIL processes, including incident, problem, change, and service catalog management.
Can we test it before buying?
Yes. We will set up a free thirty-day trial environment with all modules enabled. No credit card is required, and we can import a sample of your actual data so you can evaluate it against real-world scenarios.
What happens to our data if we decide to switch systems again?
You own your data. Full export is possible via API or database export, and we will assist if needed. We believe it is only fair that you know this before you start, not after.
How long has MSP Nordics been working with Halo?
Since 2019 MSP Nordics has been the leading distributor in the Nordics and worked with the platform longer, and today we are still the region's largest distributor with customers in all five Nordic countries.
What does it mean that MSP Nordics is a distributor and not just a reseller?
As an authorized distributor, we have a direct relationship with Halo, in-house technical expertise, and responsibility for Halo's partner network in the Nordics. In practice, this means faster escalation, deeper product knowledge, and a Nordic point of contact instead of a support queue in another country.
When is HaloITSM not a good fit?
If your organization is small enough that a shared inbox is all you need, SuperOps is another great option. Get in touch, and we'll help you evaluate whether it's the right fit.
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