What HaloITSM does

HaloITSM is a privately-held SaaS provider of IT Service Management software, headquartered in Santa Clara, United States, and operating since 1994. Its flagship product is a unified, ITIL-aligned service management platform covering incident, problem, change, major incident, knowledge, and configuration management, plus a CMDB and self-service portal with Emotion AI and a Virtual Agent. Halo AI is integrated as standard across the platform at no additional cost, providing intelligent ticket triage, summarization, prioritization, categorization, and AI-generated knowledge articles. The broader product suite includes HaloPSA (Professional Services Automation for managed IT service providers) and HaloCRM (all-in-one CRM), positioning HaloITSM as part of a multi-product platform rather than a single-product ITSM vendor.

The company serves enterprise IT departments and extends into Enterprise Service Management use cases spanning HR, facilities, customer service, and cross-departmental workflows. Named customers include Siemens, Atlas Copco, Trumpf, AO.com, Wesfarmers, Swissport, and York University, spanning manufacturing, retail, conglomerates, aviation services, and education. The company claims 100,000+ active users across 75+ countries with multi-language support, and holds compliance certifications including GDPR, ISO 27001, SOC 2 Type 2, and HIPAA, enabling sales into regulated sectors such as healthcare, financial services, public sector, and pharmaceuticals.

HaloITSM operates a hybrid GTM combining direct enterprise field sales (with a dedicated demo booking flow and a $1M Forever enterprise promotion) and a self-serve trial signup, supplemented by a Find a Partner / Become a Partner reseller channel and mobile applications on Apple App Store and Google Play. Revenue is generated through SaaS subscription licensing on a recurring basis; pricing tiers are not publicly disclosed. Marketing emphasizes a 10-year commitment statement and brand-building sponsorships (World Snooker Championship headline partnership, Scottish Rugby Official Enterprise Software Partner, and a Fabio Wardley marketing campaign), alongside Gartner and G2 recognition. The company is privately held, with no disclosed funding rounds, parent company, or acquisition activity.

Name

HaloITSM

Legal name

HaloITSM

Website

https://haloitsm.com

Company type

Private

Founded year

1994

Operating status

Operating

Headcount range

1–10 employees

Short description

HaloITSM is a privately-held SaaS provider of ITIL-aligned IT Service Management software, with AI features included as standard, serving enterprise IT and service management buyers across 75+ countries via a unified platform that also spans PSA and CRM adjacencies.

Ownership category

akta.pro rank

Product category

IT Service Management Software

NAICS

Computer Systems Design and Related Services (5415), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518), Custom Computer Programming Services (541511)

SIC

Services-Computer Integrated Systems Design (7373)

akta.pro primary industry

IT Service Management (ITSM) Platforms (HDAEALAA)

akta.pro secondary industries

IT Operations Management (ITOM) Platforms (HDAEALAC), IT Asset Management (ITAM) Platforms (HDAEALAD), Employee Experience (EX) & Digital Experience Monitoring Support (BPAEAJAO)

Keywords

• IT service management
• Enterprise service management
• Professional services automation
• AI service desk
• ITIL-aligned software

Headquarters

HQ city

Santa Clara

HQ country

United States

HQ region

North America

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Infrastructure, Operations

Revenue model

1. SaaS Subscription Licensing: Subscription-based SaaS model providing access to the unified ITSM platform. AI functionality is included as standard across all tiers at no additional cost, simplifying pricing and value proposition for customers.

Go-to-market motion2 records

Distribution channels4 records

Marketing channels9 records

Core offering

HaloITSM is a cloud-based IT Service Management (ITSM) software platform that unifies incident, problem, change, knowledge, and asset management into a single all-inclusive solution aligned with ITIL processes. The platform is enhanced with Halo AI for intelligent ticket triage, knowledge generation, and discovery capabilities, sold as SaaS subscriptions to enterprise IT departments and service providers globally.

Product overview

HaloITSM is part of the broader Halo software suite, which also includes HaloPSA (PSA for managed IT services) and HaloCRM (CRM). The Halo platform provides a comprehensive ecosystem encompassing IT Service Management, Enterprise Service Management, Customer Service Management, Project Management, Asset Management, IT Operations Management, Analytics, Billing, and Sales & Marketing. HaloITSM serves as the flagship unified ITSM offering, combining ITIL-aligned service management processes with built-in AI capabilities to deliver a comprehensive, all-in-one enterprise solution.

Differentiator

Problem solved

Functional benefit

Brands

• HaloPSA: Intuitive, all-inclusive PSA solution, built to transform and modernise the delivery of managed IT services.
• HaloCRM
• Halo AI

Products and services

• HaloITSM The unified Service Management solution for enterprises demanding best-in-class results. A single, all-inclusive ITSM software that standardises processes, delivers analytics, and provides ITIL-aligned incident, problem, knowledge, and change management capabilities.
• HaloPSA All-inclusive Professional Services Automation (PSA) solution built to transform and modernise the delivery of managed IT services for MSPs, telecommunications providers, cloud solution providers, software companies, and consultancy firms.
• HaloCRM All-in-one CRM solution that unifies customer-facing teams to boost leads, conversions, and customer service across customer service management, sales and marketing, and retail and commerce use cases.

Named customers7 records

Segments16 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature8 records

Partnerships

Three partnerships are on record, tiered flagship and minor.

• World Snooker ChampionshipflagshipGTM or Marketing PartnerHalo returning as Headline Partner of the 2026 World Snooker Championship. High-profile sports marketing partnership providing significant brand visibility at major international sporting event.
• Scottish RugbyflagshipGTM or Marketing PartnerOfficial Enterprise Software Partner of Scottish Rugby, providing enterprise software sponsorship to a major national sports organization.
• Fabio WardleyminorGTM or Marketing PartnerHalo x Fabio Wardley partnership featuring the professional boxer in Las Vegas marketing campaign 'Now That's Some Serious Power'.

Scale indicators3 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• TOPdesk: TOPdesk is a mid-market to enterprise ITSM vendor with strong European presence and ITIL alignment. HaloITSM lists TOPdesk as a direct comparison target, indicating overlap in target customer and feature set.
• Jira Service Management (Atlassian): Atlassian's ITSM offering competes in the same enterprise and DevOps-adjacent ITSM space, leveraging the Jira ecosystem. HaloITSM is an alternative for organizations seeking an ITIL-aligned ITSM outside the Atlassian stack.
• Freshworks (Freshservice): Freshservice is a direct cloud ITSM competitor with a PLG-friendly motion, AI features, and mid-market to enterprise positioning. HaloITSM explicitly lists Freshservice as a comparison target on its website.
• Hornbill (AmdoSoft): Hornbill is a UK-based cloud ITSM platform targeted at mid-market and enterprise IT teams. HaloITSM names Hornbill as a comparison alternative, marking them as direct competitors in the ITIL-aligned ITSM space.
• ManageEngine (Zoho) ServiceDesk Plus: ManageEngine ServiceDesk Plus is a long-standing ITSM platform with strong mid-market and emerging-market reach. Both HaloITSM and ManageEngine compete for ITIL-aligned ITSM buyers seeking an all-in-one solution.
• SolarWinds Service Desk: SolarWinds Service Desk is an ITSM offering targeted at IT operations teams in mid-market organizations. It overlaps with HaloITSM in ITIL-aligned ticketing, asset management, and self-service functionality.

Broad incumbents

• BMC Helix ITSM: BMC Helix is an established enterprise ITSM platform serving large, complex IT environments. HaloITSM targets a portion of BMC's customer base with a more modern, AI-included, all-in-one alternative.
• Zendesk: Zendesk is a customer service and employee experience platform whose ESM-adjacent capabilities overlap with HaloCRM and HaloITSM's service management extension beyond IT. Useful comparison for HaloITSM's enterprise service management expansion.
• ServiceNow: Market-leading ITSM and broader enterprise workflow platform; HaloITSM directly compares against ServiceNow on its website as a competitor. ServiceNow is the dominant incumbent that HaloITSM positions itself against.
• Ivanti (Neurons for ITSM): Ivanti offers an enterprise ITSM/ITAM suite competing for IT service desk modernization deals. HaloITSM's combined ITSM, ESM, and asset management capabilities place it in direct comparison with Ivanti's portfolio.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks5 records

Key highlights7 records

Customer concentration

• Xx.com/haloitsm_
• YouTubeyoutube.com/@halo-itsm
• LinkedInlinkedin.com/company/haloitsm

Compliance4 records

Revenue estimate

Valuation estimate

Number of profiles

Subsidiaries2 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about HaloITSM