Halo Major Incident Management (MIM)
Purpose-built. Expert-led. Enterprise-ready.
Captiv-8 have partnered with Halo to produce an enterprise class MIM solution for anyone who rightly takes MIM seriously. Standalone or part of the wider ITSM platform, MIM is feature rich and ready to reduce the pain when faciliating the resolution of major IT and business issues.
Overview
When major incidents strike, every second counts. Halo MIM is a dedicated, enterprise-class major incident management solution; designed in collaboration with experienced global incident managers; to help your teams respond faster, coordinate better, and communicate clearly. Whether you're running a critical financial system, global infrastructure, or a vital service desk, Halo MIM puts you in full control of your most high-impact moments.
Why a Dedicated Major Incident Management App?
Standard ITSM tooling isn’t built for the unique intensity and complexity of major incidents. Halo MIM fills that gap. It’s more than just a status update or bridge call. It’s a command centre that gives your major incident teams the clarity, control, and coordination they need to:
Mobilise the right people instantly.
Track tasks and actions in real time.
Communicate accurately to the right stakeholders.
Drastically reduce time-to-resolution.
Avoid reputational and financial damage.
Major incidents deserve more than a standard ticket. Halo MIM gives them the focus they demand.
Who Is It For?
Halo MIM is designed for the people who live in the eye of the storm:
Major Incident Managers
Track and manage every major incident through a dedicated command and control user interface with an optimised user experience to avoid distractions and allowing focus on what matters
Mobilise technical teams instantly based on the impacted service(s)
Own and coordinate communications with one-click stakeholder updates
Reuse past incidents for faster action next time
Maintain the dashboard showing all in flight major incidents
Collaborate with technical and business teams through dynamic Microsoft Teams chat channels
Facilitate conference bridges for technical and business t
IT Support & Resolver Teams
Know exactly what’s expected, who’s involved, and what the timeline is through the powerful Halo tasking engine.
Collaborate seamlessly via embedded chat (MS Teams, Symphony & more).
Run health checks and recovery tasks directly from the portal.
Business Stakeholders
Receive clear, timely, structured communications about impact and recovery.
Stay informed without joining the chaos.
Access a summary view of every major incident in flight.
Key Features
Halo MIM brings together everything you need in one powerful interface:
Command & Control
Dedicated portal for managing major incidents across your organisation.
Lifecycle tracking: detection → diagnosis → escalation → restoration → closure.
Visual dashboards show status, impact, and task progress at a glance.
Tasking & Recovery
Assign and track technical and business recovery tasks with timers and SLA alerts.
Define reusable scripts and checklists for rapid response.
Monitor overdue tasks and resolution blockers in real time.
Instant Mobilisation
Interrogate your CMDB to identify and alert the right teams.
Auto-allocate technical and business bridges (MS Teams, Zoom, Webex, etc.).
Integrate with tools like PagerDuty, xMatters, Twilio.
Embedded Collaboration
Auto-create chat channels per incident for real-time communication.
Seamlessly integrated with Teams, Symphony, ServiceNow chat and others.
Maintain full visibility of who’s involved and what role they play.
Stakeholder Communications
Open, update and closure comms templates built in.
Tag stakeholders based on role, region or priority.
Countdown timers help you stay on top of communication SLAs.
Knowledge & Reuse
Tag key contributors and auto-suggest them for similar future incidents.
Attach technical runbooks, business impact statements, and recovery plans.
Export incident records for audit, compliance and root cause analysis.
Post-Incident Recovery
Auto-generate post-incident problem records and reports.
Ensure impacted services are back online and all recovery tasks are closed.
Full timeline view of every action taken.
Why We Built This
We believe major incidents require major focus so this isn’t just another ITSM workflow, it’s a mission-critical product that safeguards your customers, your revenue, and your reputation. We worked with Halo to design and build Halo MIM because:
Time is the enemy in major incidents.
Communication failures are often more damaging than technical faults.
Recovery actions are too often undocumented, delayed, or improvised.
Technical teams need rapid mobilisation, not endless bridge invites.
Business stakeholders deserve timely, accurate updates, not confusion.
Most tools today aren’t built for this; they’re reactive, not decisive.
Working with industry veterans and global incident managers we’ve worked in collaboration with Halo to produce a cutting edge solution and embedded it directly into the Halo platform, so you don’t need another vendor, another interface, or another integration.