HaloITSM
Service Automation Framework

Make your ITSM platform
actually work for you.

The Halo SAF is the engine behind real automation — connecting your services, your people, and your processes so that HaloITSM delivers its full value from day one.

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Automated / Intelligent routing
Governed / Clear ownership
Scalable / Grows with you
SAF in action — live automation
CI Alert detected
Linux Server — OUTAGE
Major Incident
SAF Engine
Traversing CMDB relationships → 3 services impacted
Ownership
L2 Engineering assigned
✓
SWAT Mobilised
4 team members paged
✓
Stakeholders
12 subscribers notified
✓
Zero manual decisions — all driven by SAF data

The problem most organisations don't talk about

ITSM platforms get deployed, go live — and then quietly underdeliver. Tickets get logged, but nothing is truly automated. Incidents land in the wrong queue. Nobody knows who owns what when something breaks. Sound familiar?

70%

of organisations end up with an expensive ticketing system — and little else. Process automation never materialises. Ownership is unclear. The platform becomes a liability instead of an asset.

No real automation

Incidents are manually triaged and assigned. Change approvals chase the wrong people. Every process relies on human memory rather than structured data.

Unclear ownership

When an outage hits, nobody knows who is accountable. Services lack defined owners. Escalation paths are guesswork. Resolution times suffer as a result.

Poor data quality

The CMDB is either empty, out of date, or so bloated it's unusable. Without reliable service and asset data, every process is built on sand.

What SAF changes for your organisation

SAF is not a product add-on — it's a foundational investment that transforms HaloITSM from a ticketing tool into a genuine service automation engine. Here's what that looks like in practice.

Automated incident routing

New incidents are automatically assigned to the right Level 1 team based on the affected service. One-click escalation to Level 2 or Level 3 — no manual decision-making required.

Intelligent change management

SAF automatically determines change ownership, identifies approval and review teams, assesses risk, and runs collision checks — all derived from your service and ownership data.

Major incident response

When a major incident strikes, SAF instantly identifies all impacted services, mobilises the right SWAT team, and sends targeted communications — reducing chaos and resolution time significantly.

Defined ownership at every level

Every service has a named owner, an operations team, an engineering lead, and escalation paths. This clarity is inherited automatically — so you never have to ask "who owns this?" again.

Meaningful dashboards & reporting

With services at the heart of your data, leadership gets real-time visibility across health, availability, SLA performance, change pipeline, and CMDB data quality — by service and business unit.

Governed data you can trust

A federated governance model gives each service team accountability for the quality and accuracy of their data. Regular certification cycles ensure your CMDB remains a reliable source of truth.

The Framework — Part 1 of 2

The Service Data Model (SDM)

The SDM is a best-practice CMDB blueprint built around the concept of a service. Rather than filling your CMDB with every asset imaginable, it creates a structured, connected picture of the things that matter — the services that support your business.

  • Business Services — the services your users request through the catalogue, aligned to business capabilities.

  • IT Services — the technology layer that owns and manages your business applications and infrastructure.

  • Business Applications & Instances — the software that runs your business, mapped to their environments and deployments.

  • Infrastructure CIs — the physical and logical assets that underpin everything, selectively included where they add genuine business value.

SDM Taxonomy

Business Service

User-facing, catalogue-requestable

↓ consumed by
IT Service

Owns & manages applications

↓ runs on
Business Application / Instance

The software and its deployments

↓ depends on
Infrastructure CIs

Servers, databases, network, storage

TOM — Operational Roles (examples)

Incident
L1 Support L2 Support L3 Support
Change
Owner Approval Review
Request
Approval Assignment
Problem
Owner L2 Support
Configuration
Maintenance Governance

Roles are defined once per IT service and automatically inherited by all applications and instances it owns.

The Framework — Part 2 of 2

The Target Operating Model (TOM)

If the SDM defines what your services are, the TOM defines who is responsible for them. It's a RACI-driven model that assigns named teams and individuals to every key process role — for every service in your estate.

  • Operational roles drive automation — incident assignment teams, change approvers, request fulfillers. These roles power HaloITSM's automated workflows.

  • Accountable roles ensure awareness — service owners, CIOs, risk officers, architects. Named individuals are always on-call and easy to reach.

  • Automatic inheritance means roles defined at the IT Service level cascade down to all business applications and instances — cutting maintenance overhead dramatically.

Your SAF maturity journey

SAF is designed to meet you where you are. Whether you're just getting started or looking to mature an existing CMDB, there's a clear, staged path forward — each step building real value before moving to the next.

1

Infrastructure

Start with your core infrastructure — servers, clusters, databases, network devices. Group them into infrastructure-aligned IT services and populate ownership data. This is the foundation everything else builds on.

2

Applications

Onboard your business applications and their instances, grouped into application-aligned IT services. Connect them to the infrastructure layer. This is where automation starts to deliver real value across incidents and changes.

3

End Users

Bring in end-user devices — desktops, laptops, mobile — assigned to end-user IT services. Particularly valuable for organisations running software asset management or device lifecycle programmes.

4

Mature

Continuously improve data quality and coverage. Introduce business services mapped to business capabilities. Widen the CMDB scope — and drive healthy competition across service owners with regular scorecards and dashboards.

SAF evolves with your organisation. The framework adapts to your current maturity — you'll never be asked to do more than delivers clear business value.

Automation across every key process

Once SAF is in place, HaloITSM uses your service and ownership data to eliminate manual decision-making across all core ITSM processes.

Incident Management

  • Auto Assignment to the correct L1 team
  • Auto SLA timers start from service configuration
  • Auto Escalation path determined from TOM
  • Auto Impact analysis across related services

Change Management

  • Auto Ownership set from affected CI's IT service
  • Auto Risk assessment from change history
  • Auto Collision & conflict detection
  • Auto Approval and review teams identified

Major Incident Management

  • Auto All impacted services identified instantly
  • Auto SWAT team mobilised via PagerDuty, Teams
  • Auto Targeted stakeholder communications
  • Auto Recent changes & incidents cross-checked

Ready to unlock the full power of HaloITSM?

Allied ESM has deep expertise in deploying SAF for organisations of all sizes. We'll work with you to build the right foundation — at a pace that matches your maturity — and ensure your investment in HaloITSM delivers genuine, lasting value.

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