Work is scattered across tools.
Incidents in one system, changes in another, approvals in email. Nobody can see the whole of a piece of work, and every report starts with an export.
Solutions · Halo ITSM
Halo ITSM, implemented like it matters.
Incident, request, change, problem, knowledge, service catalogue, CMDB and asset management — configured around how your teams actually work, and adopted because it makes their day easier.
The problem
What you are carrying today.
The legacy ITSM is too expensive to change.
Years of customisation mean every upgrade is a project and every new requirement is a quote. The platform owns you, not the other way round.
Agents work around the tool, not in it.
When logging a ticket is harder than sending a message, the record dies — and with it your SLA data, your knowledge base and your audit trail.
The intended outcome
One ITSM platform your teams actually use: a single record for every request, change control that survives audit, a portal people choose over email, and reporting you can defend in front of leadership.
Relevant capabilities
What we put to work.
Platform capabilities follow the documented Halo product scope; specific modules and inclusions are confirmed during discovery.
Incident & Request Management
Structured intake, prioritisation and resolution with SLAs, escalations and a self-service portal your users will actually choose.
Change Enablement
Risk-assessed, approval-driven change with a complete decision log — configured to your governance, not a generic template.
Problem & Knowledge
Recurring incidents linked to root cause; resolutions written back into knowledge so the same ticket is never solved twice.
CMDB & Asset Discovery
Configuration items, assets, licences and contracts with native discovery — context attached to every ticket automatically.
Service Catalogue & Portal
A catalogue organised around what people ask for, with request forms that collect the right information the first time.
SLA & Performance Reporting
Dashboards and scheduled reports on the measures we agree with you — resolution time, SLA attainment, portal adoption.
Workflow example
A priority incident, from report to verified fix.
A conceptual illustration — not a product screenshot. The exact workflow is designed with your team during the engagement.
Intended resultFaster restoration with context and evidence — not another ticket lost in a queue.
- 01
End user
Reports the issue from the self-service portal; the right form collects impact, location and device.
- 02
AI-assisted triage
The ticket is categorised and prioritised, with affected CIs and recent changes attached from the CMDB.
- 03
Service desk
An agent works a suggested response, links the related problem record and coordinates the fix.
- 04
Change advisory
The permanent fix goes through risk-assessed change with a documented rollback plan.
- 05
Knowledge
Resolution is written back to knowledge; the next similar ticket starts with the answer attached.
Nilantheon's delivery scope
What we own, end to end.
One accountable delivery relationship — the person who scopes the engagement is the person who runs it. Scope is confirmed in writing during discovery.
- Current-state audit of your service desk, tooling and ticket history
- Service catalogue, workflow and SLA design — agreed before build
- Platform configuration: processes, portal, CMDB and automation
- Integrations with identity, endpoint and collaboration systems
- Data migration and cutover rehearsal with acceptance criteria
- Agent training, hypercare and a continuous-improvement cadence
- Phase 01
Discover
Current state, risks, workflows and acceptance criteria agreed with your team.
- Phase 02
Design
Target catalogue, workflow blueprints, data model and integration surface.
- Phase 03
Configure & Connect
Build on Halo, wire integrations, migrate data, rehearse cutover.
- Phase 04
Validate & Launch
Parallel-run, training, hypercare and acceptance against the criteria.
- Phase 05
Improve
Service review cadence, change backlog and continuous improvement.
Questions
Asked before you ask.
Next step
Bring the problem. We will shape the engagement.
In the first conversation we will understand your environment, identify priority workflows and agree a practical next step. No fixed quote from one call — that is what the scoped engagement is for.