ITIL ALIGNED PSA SOFTWARE
Knowledge Management Software
Knowledge management is the process of capturing, developing, sharing, and effectively using organisational knowledge. It refers to a multi-disciplined approach to achieving organisational objectives by making the best use of knowledge.
Halo is what the future looks like.
The main drawcard for us was that Halo looks fresh. While a lot of other PSA’s on the market are old & clunky looking. Support has been excellent and extremely responsive, something that can’t be said for other competitors on the market.
Knowledge Management Ready PSA Software – out of the box.
Improving the culture of sharing information in your business will no longer be challenging with the knowledge management technology in HaloPSA. Allow your teams to share information in private knowledge base groups, that are initially for their eyes only.
Before they create tickets, HaloPSA can show them entries that may help them. When they complete tickets, prompts whether they would like to add an entry straight from the ticket, using summary, details and resolution as a template.
If they feel their entries can benefit their end-users, they can choose submit certain articles for their self service needs, and so on.
• Full Word Indexing, to search title and contents including the resolution that is created by your teams.
• Rich Text formatting for Full Details and Resolution Screens, to add pictures, and format how you want to.
• Prompt to create Knowledge Base article when closing requests for your Agents, to make them think about what to add all the time.
• Record who created the entry, and when for quality controls and audit, so everyone takes responsibility for their work.
• Set Review Date for the future, capture who last amended entry, and when, and report as part of ongoing quality control.
• Link Knowledge Base entries together, for issues with several stages, so that the links are clear to the people reading them.
• Add the ticket number that lead to KB article being created, and view from the entry throughout the interfaces.
• Link static attachments to article, that will never change, and can be any type of file extension that you use.
• Link floating documents to the article, that are updated elsewhere on a regular basis.
• Assign an Asset Type to the KB Article for reference during any type of call, and from the asset detail as well.
• Print the article straight away to your local printer, or PDF printer, if you have one setup locally.
• Access the KB from multiple places throughout the product, including the new request and existing request screens.
• Create a KB article straight from the closed ticket, using the summary, details and resolution as the basis for the entry.
• All KB articles are set to PRIVATE on creation, but your teams can choose which ones become available using FAQ lists.
Incident Management
Easily manage incidents and meet SLAs through HaloPSA’s ITIL-aligned incident management. Automation of workflows and centralising communications has never been easier.
Problem Management
HaloPSA allows powerful management of any issue, escalate and manage ongoing problems, investigate root causes of issues, and achieve in-depth resolution to standards far higher than the industry norm.
Change Control
Track, plan, and execute organisational changes of any scale with HaloPSA’s outstanding change control capability. Ensure deadlines are met and practices remain standardised throughout your entire company.
Knowledge Management
Knowledge management is the process of capturing, developing, sharing, and effectively using organisational knowledge. It refers to a multi-disciplined approach to achieving organisational objectives by making the best use of knowledge.
Request Fulfilment
Request fulfilment is the process responsible for managing the life cycle of all service requests from the users. It is the process for dealing with service requests, many of them are actually smaller, or low risk.
Service Catalogue
ITIL Service Catalogue Management aims to ensure that a service catalogue is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally.
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Demand more from your PSA.
The fast and simple way to manage your entire MSP business.
Extend HaloPSA with Apps
Connect HaloPSA with the tools you already use to have all your team’s work in one place.
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Easy setup and everything as standard. Learn more about HaloPSA.
Try HaloPSA free for 30 days.
Immediate Access. No Credit Card Required.
