HaloITSM: Supercharging Major Incident Management
Introduction
How do you truly handle major IT and business crises within your ITSM platform? If your organisation already prioritises incidents that severely impact hardware, software, security, or business continuity—and you have a dedicated team managing the process—you’re already ahead of most. But in today’s high-velocity digital environment, “good” isn’t good enough.
When major incidents strike, minutes matter. They test not just your infrastructure, but your coordination, communication, and control. That’s why Captiv-8 have worked hand-in-hand with HaloITSM to create one of the most powerful, purpose-built Major Incident Management solutions in the world, designed specifically for organisations that take service resilience seriously.
Reimagining Major Incident Response
Traditional ITSM tools weren’t designed for the pressure and pace of a major incident. Teams lose time setting up bridges, writing comms, and identifying ownership—while the business counts the cost. With Halo Major Incident Management, those days are over. Built directly within the Halo platform and shaped by Captiv-8’s decades of enterprise experience, it’s a dedicated command and control centre for major incidents: an intuitive console where automation, AI, orchestration, and communication converge to deliver speed and clarity when it matters most.
Built on Experience — Designed for Action
Over the past 20 years, the Captiv-8 team has designed and implemented major incident capabilities for some of the world’s largest financial services organisations—enterprises where risk, transparency, and rapid recovery are paramount. Many of these institutions operated with fragmented processes and siloed tools. Our mission has been to change that.
Drawing from those lessons, we brought to Halo a proven blueprint: a single-pane-of-glass console that unifies every element of the major incident process. Every component—tasks, communications, chat channels, service health, and automation—is intelligently orchestrated within a single interface. The result? Teams can focus entirely on service recovery and stakeholder communication, rather than admin.
How Halo Major Incident Mgt Works
Command and Control Interface: A clean, intuitive workspace that consolidates all information, activity, and communication in one secure location—so focus stays on the incident, not the admin.
Communicate Impact with Clarity: Instantly capture and present both business and technical impact, ensuring every stakeholder understands the scale, urgency, and potential consequence.
Live Service Health Visibility: Display real-time health of services and applications, automatically flagging degradations or outages to trigger records and alert key audiences.
One-Click Mobilisation: Identify, engage, and mobilise subject-matter experts automatically into a dedicated Microsoft Teams® collaboration channel.
Track Every Stage of the Lifecycle: Dynamic milestone states provide complete visibility from started and escalated through diagnosed, mitigated, resolved, and closed.
Seamless Collaboration: Enable IT and business collaboration through embedded chat with native integration to Microsoft Teams®.
Know Who’s Involved and Why: View all participants and their roles across technical and business teams; tag key contributors for rapid engagement in future incidents.
Targeted Communications: Send opening, update, and closure messages directly from the Major Incident Management interface, ensuring stakeholders stay informed at every stage.
Automation that Accelerates Recovery: Integrate with third-party tools to run proactive health checks and auto-mobilise response teams—dramatically reducing Mean Time to Recovery (MTTR).
Enterprise-Wide Visibility: A real-time dashboard provides a unified view of all active incidents across the organisation, delivering clear governance and control from a single command centre.
Focus Where It Matters
While technology enables the process, Halo Major Incident Mgt ensures people remain at the centre. Incident managers can facilitate conference bridges, oversee recovery, and maintain complete visibility of progress—all while stakeholders receive the assurance of timely, accurate information. The outcome is measurable: faster recovery, reduced Mean Time to Restore (MTTR), and far greater organisational confidence during critical events.
A New Standard for Major Incident Management
The combination of Halo’s agile, modern and powerful platform and Captiv-8’s deep expertise has produced something exceptional—a system born from real-world experience, not theory. It’s seamless, intuitive, and transformative, bringing enterprise-grade capability within reach of every organisation. For years, major incidents have been handled reactively. With Halo Major Incident Mgt, they can finally be managed proactively—precisely, transparently, and intelligently.
HaloITSM has set a new benchmark in service resilience — Major Incident Management has evolved.
To learn more: https://usehalo.com/haloitsm/features/major-incident-management/
