How Halo ticketing gets better with Virima’s ViVID tool

Table of Contents

• Overview of the Halo ticketing system
• Features of the Halo ticketing system
• What are ViVID™ and service mapping—and how do they work with HaloITSM?
  • Service Mapping: Bringing clarity to IT relationships
  • Incident root cause analysis: Speed and precision
  • Change impact analysis: Minimizing risk
  • Streamlining ITSM processes: Enhanced efficiency
  • Enhancing cybersecurity visibility: Proactive risk management
  • The ViVID™ advantage: Unified, informed decision-making
• Elevate your HaloITSM experience with ViVID™

What if Halo ticketing didn’t just manage issues but helped solve them faster and smarter? That’s exactly what happens when you integrate Halo ITSM with Virima Visual Impact Display (ViVID™).

With ViVID™, your team doesn’t just log incidents. Instead, they see the full impact right away. This near-real-time view helps everyone—from help desk staff to IT leaders—spot problems and act fast. 

As a result, static tickets turn into clear, visual stories. You can instantly see which services, assets, or users feel the impact. So, your team finds the root cause faster and fixes issues quicker.

Quick summary:
Virima’s discovery and service mapping integration for Halo ITSM introduces the Virima Visual Impact Display (ViVID™). It empowers your team to quickly perform incident root cause analysis, assess change impact, and streamline ITSM processes.

Key benefits at a glance:

• Incident root cause analysis: Rapidly pinpoint underlying issues.
• Change impact analysis: Clearly visualize potential outcomes of planned changes.
• Cybersecurity integration: Strengthen security posture with precise mapping.

Whether you’re using Halo software for ticketing, or operations, ViVID™ adds the visibility you’ve been missing. In this blog, you will explore how ViVID™ further transforms your Halo ticketing experience.

Overview of the Halo ticketing system

HaloITSM is a user-friendly IT service management platform that simplifies service delivery for all organizations. It follows ITIL best practices and provides a single solution for AI-driven workflows, along with detailed reporting.

What makes Halo ITSM unique is its blend of automation and a design focused on users. It supports both global enterprises as well as high-performing teams by offering speed and intelligence. Whether handling support tickets or enabling self-service, HaloITSM ensures IT operations align with business goals through its platform.

Features of the Halo ticketing system

Halo software packs powerful features to simplify ticket handling and improve IT service delivery.

• Intelligent ticket management: It quickly groups related tickets and summarizes key issues. Then, it categorizes and prioritizes tasks for faster resolution.
• AI-powered automation: It uses AI to triage, summarize, and organize tickets. As a result, teams work faster with better clarity.
• User-friendly self-service portal: Users easily find and request services. So, support teams handle fewer tickets, and users stay satisfied.
• Change management tools: Teams plan, track, and manage changes with ease. At the same time, they follow standardized workflows.
• Asset and configuration management: The built-in CMDB tracks assets and config items. This way, teams spot risks early and avoid issues.
• Strong integration capabilities: Halo ticketing connects with your favorite apps. Therefore, it brings all your tools together on one platform.

What are ViVID™ and service mapping—and how do they work with HaloITSM?

Virima’s service mapping identifies and documents relationships between IT components like servers, applications, and network infrastructure. With automated asset discovery and near-real-time mapping, HaloITSM users gain a clear view of their environment’s dependencies. These insights also help diagnose issues, plan changes, and understand disruption impacts.

ViVID™, powered by this mapping, overlays HaloITSM tickets, change requests, and alerts onto interactive service maps. So, your team can see what’s broken or changing and understand how it affects other assets and services.

Service Mapping: Bringing clarity to IT relationships

Before exploring ViVID™, it’s important to grasp the role of service mapping. Service mapping identifies and records relationships between IT assets. Virima automates this process with intelligence and efficiency. By integrating with HaloITSM, it offers several key benefits:

• Automated dependency discovery: Machine learning accurately detects and maps relationships, thus, minimizing manual work and reducing errors.
• Dynamic visualization: Teams access near-real-time, interactive maps that are simple to navigate and analyze.
• Comprehensive coverage: Whether cloud-based, on-premises, or hybrid, Virima often ensures every asset and service is tracked.

Incident root cause analysis: Speed and precision

When an incident enters HaloITSM, ViVID™ immediately visualizes the affected services, infrastructure, and dependencies on dynamic service maps. This also allows IT teams to quickly pinpoint the root cause of the disruption. 

ViVID™ layers recent changes, system alerts, and vulnerabilities directly onto the visualized map. This, in turn, provides comprehensive context and helps teams understand how the incident affects upstream and downstream services.

• Enhanced contextual awareness: By visualizing dependencies, ViVID™ minimizes the guesswork in incident management. As a result, Halo ticketing teams no longer have to manually trace connections or rely on incomplete information.
• Faster root cause identification: ViVID™ makes it easy to see which recent changes or known vulnerabilities might be responsible for the incident. Thus, reducing Mean Time to Recovery (MTTR).

Change impact analysis: Minimizing risk

Changes in the IT environment always carry a certain level of risk. This is especially true for complex systems with multiple dependencies. ViVID™ empowers IT managers to perform detailed change impact analysis before any modifications are implemented. This, in turn, reduces the likelihood of unintended disruptions.

• Visualizing change proposals: With ViVID™, proposed changes are overlaid onto service maps. This also allows teams to see which assets or services will be affected. Moreover, it ensures that all potential risks are identified and addressed before execution.
• Avoiding change collisions: ViVID™ visualizes proposed changes alongside scheduled ones. This often helps IT teams avoid change collisions that might cause downtime or service issues.

Streamlining ITSM processes: Enhanced efficiency

ViVID™ takes Halo software to the next level by streamlining ITSM processes through data centralization. This results in faster, more informed decision-making and also a more cohesive IT team.

• Centralized data: ViVID™ pulls data from various sources, such as ITSM platforms (HaloITSM, ServiceNow, Ivanti, Jira Service Management). It also includes event management tools (Solarwinds, Nagios, LogicMonitor), and vulnerability databases (NIST NVD). Later, it centralizes this data on a single platform. This ensures all relevant information is available at a glance to streamline workflows and further support better decision-making.
• Visualizing service health: ViVID™ offers a near-real-time snapshot of the overall health of IT services, assets, and applications. Halo ticketing teams can further easily identify services that require attention, improving overall system reliability and performance.

Enhancing cybersecurity visibility: Proactive risk management

Cybersecurity is a critical concern for every organization. ViVID™ enhances HaloITSM’s security capabilities. It offers near-real-time visual insights into vulnerabilities and also their potential impact on the IT environment.

• Vulnerability mapping: ViVID™ connects directly to the NIST National Vulnerability Database (NVD), overlaying identified vulnerabilities onto the service maps. This further enables IT and security teams to see which assets are at risk. Halo ticketing teams can then prioritize remediation efforts based on both vulnerability severity and asset criticality.
• Near-real-time risk assessment: By visualizing vulnerabilities alongside IT dependencies, ViVID™ allows teams to assess risks in near-real-time. This enables immediate action to mitigate potential threats, thus, reducing the likelihood of incidents caused by unaddressed vulnerabilities.

The ViVID™ advantage: Unified, informed decision-making

Whether managing incidents, changes, or enhancing cybersecurity, ViVID™ ensures that all stakeholders are working from the same information.

• Heads-up display for IT operations: ViVID™ transforms your Configuration Management Database (CMDB) into an interactive, visual asset. This heads-up display allows teams to collaborate more effectively. Thus, it ensures that decisions are based on accurate, real-time information.
• Improved incident and change management: With ViVID™, IT teams can respond to incidents faster, avoid change-induced disruptions, and streamline workflows. The centralized, visual nature of ViVID™ ensures that all team members are on the same page. Overall, it reduces miscommunication and improves overall efficiency.
• Simplified IT asset and service management: ViVID™’s visual service maps make it easy to see how every asset, application, and service is interconnected. This, in turn, allows Halo ticketing teams to manage complex environments with greater ease and confidence.

Elevate your HaloITSM experience with ViVID™

ViVID™ transforms HaloITSM from a simple Halo ticketing tool into a powerful, visual platform for managing incidents, changes, and vulnerabilities. By overlaying near-real-time insights onto dynamic service maps, ViVID™ enables faster root cause analysis, more informed change impact assessments, and improved cybersecurity visibility.

If you’re ready to revolutionize your Halo ticketing processes across your organization, it’s time to see ViVID™ in action. Request a demo today and discover how Virima’s Visual Impact Display can transform your IT operations.