HaloITSM is a service management platform used by IT teams, managed service providers and, increasingly, facilities and operations teams. Tickets move through request types and workflows, with SLAs, approvals and a self-service portal, and its asset management ties tickets to the hardware and equipment they concern. Clients and sites keep multi-location work in order. Getting a clear picture across sites, assets and SLAs at once still takes several reports and a fair amount of filtering.
Agentic CMMS connects HaloITSM to Claude, ChatGPT and other AI agents. Your team asks about tickets, assets and sites in plain language, and the agent hands the maintenance work to the people who do it.
What your AI agent can do with HaloITSM
- Review the board. "Which tickets in the Facilities team are unassigned, and how long have they waited?"
- Log actions. "Add a note to ticket 30214 that the engineer needs a ladder and a second person."
- Email the end user. "Let the user know their heating fault is booked for Wednesday."
- Filter by site. "Show every open ticket at the Cardiff site, grouped by request type."
- Look at assets. "Which tickets were raised against the lift at Unit 7 this year?"
- Watch SLAs. "Which tickets will miss their fix-by time today?" The agent lists each one with its client, site and the time left, so the team lead can move people where they are needed.
- Prepare a client review. "Summarise last month's tickets for Northgate Housing by site and request type."
- Find repeat faults. "Which assets had more than three tickets in the last quarter?" A good list to review before you renew a maintenance contract.
HaloITSM with your other systems
- Turn an equipment ticket into a work order in MaintainX or UpKeep, and add the work order link to the ticket.
- Attach the lift maintenance contract from Microsoft SharePoint to a ticket before you call the supplier, so the terms are in front of you.
- Alert the facilities channel in Slack when an urgent ticket arrives without an owner.
- Compare ticket trends with a sister site that runs ManageEngine ServiceDesk Plus, without exporting from either.
For providers who look after many sites
Managed service providers and multi-site organisations choose HaloITSM for its clients, sites and assets. That structure is exactly what makes good questions possible: which client, which building, which asset. The agent uses it to answer per customer or per location, and to move the jobs that need a technician into the maintenance system that schedules them.
Each person approves their own agent. Owners and admins choose which roles may log actions or email end users, and every ticket change is in the activity log.