Thinking, guides and real delivery stories.
Practical writing on service management — what works, what doesn't, and what we've learned delivering ServiceNow and Halo for teams like yours.
Migrating a legacy ITSM platform to ServiceNow at a global insurer
A global insurer needed to retire its legacy i3S platform and establish ServiceNow as its single ITSM and CMDB system. Hikon delivered automated discovery across fifteen global data centres, a CSDM-aligned CMDB, full data cleansing, and migration of core ITSM processes.
Connecting service desks across organisational boundaries: eBonding for a managed network provider
A UK managed network services provider needed automated ticket exchange with multiple partners. Hikon delivered a series of bi-directional eBonding integrations that removed manual re-keying and kept incidents synchronised across organisational boundaries.
From legacy desk to modern ServiceNow platform: a UK financial services firm
A UK financial services firm replaced a legacy service desk with a full ServiceNow implementation: branded portal, structured catalogue, ADFS single sign-on and automated incident creation from monitoring.
Don't Let Summer Break Your Approval Process
Halo's Automatic Approval Delegation feature keeps your approval workflows moving while your team is on holiday — no manual workarounds, no blocked queues.
From Search Engine to Problem Solver: Getting More from Your Service Desk Agents
Most service desk agents spend their day looking things up and bridging systems by hand. Here is how to turn them into problem solvers with knowledge in the ticket, automatic context, automation and problem management, using Halo.
Your Service Desk Agent Is Not a Search Engine. Stop Treating Them Like One.
Too many service desks run on agents who spend their day looking things up instead of solving problems. Here is how a well-built Halo implementation changes that, with practical ways to give end users faster answers and give agents real problem-solving power.
From legacy desk to modern ServiceNow platform: a UK financial services firm
A UK financial services firm replaced a legacy service desk with a full ServiceNow implementation: branded portal, structured catalogue, ADFS single sign-on and automated incident creation from monitoring.
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