# Halo Service Desk vs ServiceNow IT Service Management Comparison - What are their main differences? 

At a Glance

Star Rating

**Halo Service Desk** [

4.5/5(17)

](https://www.g2.com/products/halo-service-desk/reviews#reviews)

**ServiceNow IT Service Management** [

4.5/5(1,947)

](https://www.g2.com/products/servicenow-it-service-management/reviews#reviews)

Market Segments

**Halo Service Desk**
Small-Business (47.1% of reviews)

**ServiceNow IT Service Management**
Enterprise (73.0% of reviews)

Pros & Cons

**Halo Service Desk**
Not enough data

**ServiceNow IT Service Management**
[
Ease of Use (168)
](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1546751&qs=pros-and-cons#reviews)[
Incident Management (112)
](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1549440&qs=pros-and-cons#reviews)[
Learning Curve (72)
](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1548368&qs=pros-and-cons#reviews)[
Expensive (60)
](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1547869&qs=pros-and-cons#reviews)

Entry-Level Pricing

**Halo Service Desk**
 **Starting at $55.00**

**ServiceNow IT Service Management**
No pricing available

Summary

AI Generated Summary

AI-generated. Powered by real user reviews.

- **G2 reviewers report** that Halo Service Desk excels in user experience, with many praising its **intuitive interface** that allows agents to quickly familiarize themselves with the software. Users appreciate how easy it is to manage tickets and track SLAs, making it a strong choice for teams looking for simplicity.
- **Users say** that ServiceNow IT Service Management shines in its ability to centralize support requests, which enhances efficiency in resolving issues. Reviewers highlight its capability to streamline incident, problem, change, and request management into a single control plane, making it easier to manage everything in one place.
- **According to verified reviews** , Halo Service Desk offers a highly configurable platform that adapts well to the needs of small businesses. Users note that it effectively supports their growth, providing a simple yet effective solution that meets their evolving requirements.
- **Reviewers mention** that ServiceNow IT Service Management has a robust market presence, particularly among enterprise users. This is reflected in its extensive feature set and the ability to handle complex workflows, which can be a significant advantage for larger organizations.
- **G2 reviewers highlight** that while Halo Service Desk has a strong focus on ease of use and quality of support, it may not have the same level of comprehensive features as ServiceNow. Users appreciate the quality of support from Halo, but some may find that ServiceNow's broader capabilities better suit larger, more complex environments.
- **Users report** that both products have their strengths, but ServiceNow's extensive review activity and higher G2 Score indicate a broader user satisfaction, particularly in larger organizations. This suggests that while Halo Service Desk is a great option for small businesses, ServiceNow may be more suitable for enterprises looking for a more integrated solution.

Pricing

Entry-Level Pricing

**Halo Service Desk**

Halo Service Desk

All-inclusive service desk software

Starting at $55.00

Simple, transparent pricing. No tiered-plans or locked-away features, simply all-inclusive service desk software.

- Incident Management
- Problem Management
- Change Management

[Learn more about Halo Service Desk](/products/halo-service-desk/reviews)

**ServiceNow IT Service Management**

ServiceNow IT Service Management
No pricing available

Free Trial

**Halo Service Desk**

Halo Service Desk

Free Trial is available

**ServiceNow IT Service Management**

ServiceNow IT Service Management
No trial information available

Ratings

Meets Requirements

8.7

14

8.9

931

Ease of Use

9.4

14

8.5

1,411

Ease of Setup

8.0

10

8.2

781

Ease of Admin

8.1

9

8.6

341

Quality of Support

9.4

14

8.6

1,027

Has the product been a good partner in doing business?

9.8

9

8.8

336

Product Direction (% positive)

10.0

13

8.9

931

Features by Category

Configuration Management[Hide 83 FeaturesShow 83 Features](javascript:void(0);)

Not enough data

Not enough data

Additional Functionality

Widgets

Not enough data

Not enough data

Impact Management

Not enough data

Not enough data

Customizable Forms

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

License Management

Not enough data

Not enough data

Scheduled/Automated Reports

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Request Assignment

Not enough data

Not enough data

Help Desk Management

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

SSL Security

Not enough data

Not enough data

IT Asset Tracking

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Compliance Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

Data Mapping

Not enough data

Not enough data

Client Portal

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Prioritization

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Performance Monitoring

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Active Directory Integration

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Asset Lifecycle Management

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Data Import/Export

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Drag & Drop

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Configurable Workflow

Not enough data

Not enough data

IT Asset Management

Not enough data

Not enough data

API

Not enough data

Not enough data

Data Visualization

Not enough data

Not enough data

Change Management

Not enough data

Not enough data

Device Auto Discovery

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Relationship Mapping

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Support Ticket Tracking

Not enough data

Not enough data

Vulnerability Scanning

Not enough data

Not enough data

Data Aggregation and Publishing

Not enough data

Not enough data

Cost Tracking

Not enough data

Not enough data

Template Management

Not enough data

Not enough data

Lifecycle Management

Not enough data

Not enough data

Historical Reporting

Not enough data

Not enough data

Monitoring

Not enough data

Not enough data

Configuration Automation

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Search/Filter

Not enough data

Not enough data

File Management

Not enough data

Not enough data

Status Tracking

Not enough data

Not enough data

Patch Management

Not enough data

Not enough data

Document Management

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Version Control

Not enough data

Not enough data

Task Progress Tracking

Not enough data

Not enough data

IT Cost Management

Not enough data

Not enough data

Archiving & Retention

Not enough data

Not enough data

Scheduling

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

User Management

Not enough data

Not enough data

Policy Management

Not enough data

Not enough data

Real-Time Analytics

Not enough data

Not enough data

Role-Based Permissions

Not enough data

Not enough data

Rules-Based Workflow

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

Business Process Automation

Not enough data

Not enough data

Sarbanes-Oxley Compliance

Not enough data

Not enough data

Task Scheduling

Not enough data

Not enough data

IT Service Management (ITSM) Tools[Hide 81 FeaturesShow 81 Features](javascript:void(0);)

9.2

7

8.6

714

Administration

Change Management

8.7

5

|

Verified

9.2(won by 0.5)

338

|

Verified

Asset Management

Not enough data

8.8(won by default)

262

|

Verified

Reports & Analytics

9.7(won by 0.9)

6

|

Verified

8.8

331

|

Verified

IT Asset Management

Not enough data

Not enough data

Knowledge Management

Not enough data

Not enough data

Project Management

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Service Request Management

Not enough data

Not enough data

Release Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

Ticket Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Capacity Management

Not enough data

Not enough data

Availability Management

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Service Desk

Help Desk

9.7(won by 0.3)

6

|

Verified

9.4

412

|

Verified

Incident Reports

9.7(won by 0.4)

6

|

Verified

9.3

329

|

Verified

Process Workflow

8.9

6

|

Verified

9.1(won by 0.2)

383

|

Verified

Customizable Reports

Not enough data

Not enough data

Management

Reporting

9.7(won by 0.8)

6

|

Verified

8.9

330

|

Verified

Administration Console

9.2(won by 0.6)

6

|

Verified

8.6

249

|

Verified

Access Management

8.1

6

|

Verified

8.8(won by 0.7)

244

|

Verified

Asset Management

10.0(won by 1.1)

5

|

Verified

8.9

243

|

Verified

Policy Dictation

Not enough data

8.4(won by default)

223

Real-Time Reporting

Not enough data

Not enough data

Functionality

Ticketing System

9.4

6

|

Verified

9.5(won by 0.1)

429

|

Verified

Performance Logging

9.7(won by 1.0)

5

|

Verified

8.7

229

Alerting

8.3

6

|

Verified

8.7(won by 0.4)

235

|

Verified

Automation

8.6

6

|

Verified

9.1(won by 0.5)

358

|

Verified

Agentic AI - IT Service Management (ITSM) Tools

Autonomous Task Execution

Not enough data

7.6(won by default)

56

Multi-step Planning

Not enough data

7.6(won by default)

48

Cross-system Integration

Not enough data

8.7(won by default)

144

Adaptive Learning

Not enough data

7.5(won by default)

47

Natural Language Interaction

Not enough data

7.5(won by default)

52

Proactive Assistance

Not enough data

7.3(won by default)

51

Decision Making

Not enough data

7.7(won by default)

53

Third-Party Integrations

Not enough data

Not enough data

Resource Allocation & Planning

Not enough data

Not enough data

Multi-Language

Not enough data

Not enough data

Additional Functionality

Prioritization

Not enough data

Not enough data

Service History

Not enough data

Not enough data

Client Portal

Not enough data

Not enough data

Customizable Forms

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

API

Not enough data

Not enough data

Service Catalog

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

SSL Security

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Drag & Drop

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

Automated Responses

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Support Ticket Tracking

Not enough data

Not enough data

Automated Routing

Not enough data

Not enough data

Macros/Templated Responses

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

Search

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Dashboard Creation

Not enough data

Not enough data

Remote Access & Monitoring

Not enough data

Not enough data

Asset Tracking

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Approval Process Control

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

Incident Management[Hide 58 FeaturesShow 58 Features](javascript:void(0);)

Not enough data

8.3

315

Monitoring

Constant Monitoring

Not enough data

8.9(won by default)

225

|

Verified

Timely Alerts

Not enough data

9.1(won by default)

243

|

Verified

TIcket Accuracy

Not enough data

9.1(won by default)

248

|

Verified

AI Monitoring

Not enough data

7.7(won by default)

33

Mobile Alerts

Not enough data

Not enough data

Email Alerts

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Management Tools

Ticket Assignment

Not enough data

9.2(won by default)

253

|

Verified

Standardization

Not enough data

9.1(won by default)

254

Lifecycle Visualization

Not enough data

8.7(won by default)

237

|

Verified

Generative AI

AI Text Generation

Not enough data

8.3(won by default)

108

AI Text Summarization

Not enough data

8.3(won by default)

124

Generative AI

Not enough data

Not enough data

Agentic AI - Incident Management

Autonomous Task Execution

Not enough data

7.3(won by default)

27

Multi-step Planning

Not enough data

7.4(won by default)

28

Cross-system Integration

Not enough data

8.0(won by default)

35

Adaptive Learning

Not enough data

7.6(won by default)

28

Natural Language Interaction

Not enough data

7.8(won by default)

27

Proactive Assistance

Not enough data

7.8(won by default)

29

Decision Making

Not enough data

7.9(won by default)

30

Third-Party Integrations

Not enough data

Not enough data

Multi-Language

Not enough data

Not enough data

Additional Functionality

Alerts/Notifications

Not enough data

Not enough data

Forms Management

Not enough data

Not enough data

Safety Incident Management

Not enough data

Not enough data

Compliance Management

Not enough data

Not enough data

OSHA Compliance

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Disaster Recovery

Not enough data

Not enough data

Document Management

Not enough data

Not enough data

API

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Corrective and Preventive Actions (CAPA)

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Issue Management

Not enough data

Not enough data

Communications Management

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

IT Incident Management

Not enough data

Not enough data

Audit Management

Not enough data

Not enough data

Event Logs

Not enough data

Not enough data

Risk Analysis

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Risk Assessment

Not enough data

Not enough data

Incident Reporting

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Ticket Management

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Reminders

Not enough data

Not enough data

On Call Scheduling

Not enough data

Not enough data

Investigation Management

Not enough data

Not enough data

Maintenance Scheduling

Not enough data

Not enough data

Status Tracking

Not enough data

Not enough data

Service Desk[Hide 61 FeaturesShow 61 Features](javascript:void(0);)

8.8

10

8.5

409

Incident Management

Automate Ticket Routing

8.3

6

9.0(won by 0.7)

333

Ticket Prioritization

9.5(won by 0.5)

7

9.0

327

Ticket Notifications

8.9

9

9.1(won by 0.2)

334

Knowledge Base

8.5

8

8.8(won by 0.3)

321

Knowledge Base/Ticket Integration

8.1

8

8.8(won by 0.7)

306

Real-Time Notifications

Not enough data

Not enough data

Reporting

Dashboards

9.4(won by 0.6)

8

8.8

330

Time Tracking

8.1

7

8.8(won by 0.7)

290

Surveys

Not enough data

8.5(won by default)

179

Activity Tracking

Not enough data

Not enough data

Access & Usability

Mobile

Not enough data

8.0(won by default)

240

Self Service

9.0(won by 0.2)

8

8.8

304

Active Directory

8.9(won by 0.4)

6

8.5

263

Multi-Channel Access

9.0(won by 0.2)

7

8.8

167

Mobile Access

Not enough data

Not enough data

Agentic AI - Service Desk

Autonomous Task Execution

Not enough data

8.2(won by default)

24

Multi-step Planning

Not enough data

8.2(won by default)

22

Cross-system Integration

Not enough data

8.7(won by default)

34

Adaptive Learning

Not enough data

8.0(won by default)

20

Natural Language Interaction

Not enough data

8.4(won by default)

19

Proactive Assistance

Not enough data

7.8(won by default)

20

Decision Making

Not enough data

7.9(won by default)

20

Third-Party Integrations

Not enough data

Not enough data

Additional Functionality

Project Management

Not enough data

Not enough data

Procurement Management

Not enough data

Not enough data

CMDB

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

IT Risk Management

Not enough data

Not enough data

Service Catalog

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Change Management

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Email Templates

Not enough data

Not enough data

Benchmarking

Not enough data

Not enough data

Localization Automation

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Customer Support

Not enough data

Not enough data

Scheduled/Automated Reports

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Release & Deployment

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Analytics

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

API

Not enough data

Not enough data

IT Asset Management

Not enough data

Not enough data

Remote Access/Control

Not enough data

Not enough data

Live Chat

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Asset Lifecycle Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Reviews

Reviewers' Company Size

[![Halo Service Desk](https://images.g2crowd.com/uploads/product/hd_favicon/1e1e4101e5e5c16c8448f88ae81cf4e4/halo-service-desk.svg "Halo Service Desk")](https://www.g2.com/products/halo-service-desk/reviews)

Halo Service Desk

Small-Business(50 or fewer emp.)

47.1%

Mid-Market(51-1000 emp.)

35.3%

Enterprise(\> 1000 emp.)

17.6%

[![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management")](https://www.g2.com/products/servicenow-it-service-management/reviews)

ServiceNow IT Service Management

Small-Business(50 or fewer emp.)

5.9%

Mid-Market(51-1000 emp.)

21.1%

Enterprise(\> 1000 emp.)

73.0%

Small-Business

(50 or fewer emp.)

47.1%

5.9%

Mid-Market

(51-1000 emp.)

35.3%

21.1%

Enterprise

(\> 1000 emp.)

17.6%

73.0%

Reviewers' Industry

[![Halo Service Desk](https://images.g2crowd.com/uploads/product/hd_favicon/1e1e4101e5e5c16c8448f88ae81cf4e4/halo-service-desk.svg "Halo Service Desk")](https://www.g2.com/products/halo-service-desk/reviews)
Halo Service Desk

Information Technology and Services

17.6%

Computer Software

17.6%

Higher Education

11.8%

Computer & Network Security

11.8%

Renewables & Environment

5.9%

Other

35.3%

[![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management")](https://www.g2.com/products/servicenow-it-service-management/reviews)
ServiceNow IT Service Management

Information Technology and Services

24.4%

Hospital & Health Care

7.3%

Computer Software

6.7%

Financial Services

5.8%

Computer & Network Security

3.4%

Other

52.4%

Alternatives

**Halo Service Desk Alternatives**

 ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice")

[
Freshservice
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[
Jira Service Management
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 ![SysAid](https://images.g2crowd.com/uploads/product/hd_favicon/0e90ac9498bc05c89d709a2b51e8438d/sysaid.svg "SysAid")

[
SysAid
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 ![Autotask](https://images.g2crowd.com/uploads/product/hd_favicon/9559fdffaf71b8ac31b2e3c064ed8ed7/autotask.svg "Autotask")

[
Autotask
](/products/autotask/reviews)

**ServiceNow IT Service Management Alternatives**

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[
Freshservice
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 ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management")

[
Jira Service Management
](/products/jira-service-management/reviews)

 ![SolarWinds Service Desk](https://images.g2crowd.com/uploads/product/hd_favicon/af917f02e5d5dda08cf58d16d36f6a8d/solarwinds-service-desk.svg "SolarWinds Service Desk")

[
SolarWinds Service Desk
](/products/solarwinds-service-desk/reviews)

 ![ManageEngine ServiceDesk Plus](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_37c6d8c3327b87e6ede50091d70592c3/manageengine-servicedesk-plus.jpg "ManageEngine ServiceDesk Plus")

[
ManageEngine
](/products/manageengine-servicedesk-plus/reviews)

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- [Employee Intranet Software](https://www.g2.com/categories/employee-intranet)