Transforming Service Management at WPI with Halo

Enhancing Efficiency, Communication, and Community Support

Information Technology Services (ITS) invites you to discover how Halo is transforming WPI’s service management experience. Since its introduction in August 2024, Halo has enhanced efficiency, communication, and support across departments, making it easier than ever for our community to access timely, accurate assistance.

Community Support 

A user-friendly and intuitive Help Portal at help.wpi.edu en[FD1] ables self-service powered by Halo. It serves as a central hub for knowledge, forms, and services. This modern platform is where departments—including ITS, Registrar, Bursar, Talent & Inclusion, and twelve others—can showcase their offerings and share important process information, making it easier for everyone to find what they need. 

Whenever you contact participating departments using the Help Portal or via emai[FD2] l, your request is seamlessly routed through Halo. You can monitor your ticket status, provide updates, and review your history directly through the Help Portal. This system streamlines workflow, allowing department teams to track and organize requests more effectively than ever before.  After just seventeen months in use, Halo reached 100,000 tickets! 

Add the Help Portal to your browser favorites! To learn about key features of the Help Portal, join our upcoming workshop Navigating the Help Portal with Confidence.

Department Services

One of Halo’s standout features is its intuitive communication system. Requests initiated through the Help Portal and email submitted to department addresses automatically create tickets. Internally, Halo offers teams powerful reporting tools to identify trends, respond promptly to community needs, and deliver a superior user experience and improved support compared to traditional shared department email inboxes. 

Over the past year, Halo has realized several notable achievements. The launch of LabTEK, WPI’s resource for advertising research assets, has fostered new collaborations and made it easier for external partners to access our facilities. We’ve also introduced the Technology Intake Process, a system that prioritizes requests for new technologies, integrations, and process improvements.

Halo is continuously evolving to meet the needs of our community. Are requests in your department shared mailbox difficult to track?  Halo could be the answer to empowering efficient request management and better community support.  If your department is interested in joining the platform or learning more, please reach out to its@wpi.edu.  Together, we’re building a more connected and responsive WPI!