ITSM Automation & Orchestration in HaloITSM
Automate the busywork. Orchestrate the rest. We design HaloITSM automations that standardize services, speed up hand-offs, and keep people in flow—across incidents, requests, changes and beyond. HaloITSM Service Automation Framework (SAF) gives consistent service definitions so rules, SLAs and escalations apply end-to-end.
Related capabilities
What “automation” means
in HaloITSM
Service Automation Framework (SAF)
A shared layer of service definitions that enable genuine “policy once, automate everywhere” across ITSM practices.
Workflow & rules
Trigger actions on create/update/transition, enforce SLAs,
and route by category/priority/owner. (Foundation for incident/request/change.)
Event-driven hooks
Notify or call external systems via webhooks and flows (e.g., xMatters/AlertOps).
Extensibility
REST API (token-based) to push/pull data and orchestrate tasks from your scripts and tools.
In-channel automation
Microsoft Teams notifications, chatbot actions and embedded self-service portal keep users/agents in their primary tool.
High-impact use cases
we implement
- Auto-triage assignment (category/priority/team) at ticket
creation; set SLAs and watchers. (Backed by SAF.) - Approval chains for request items and risk-based change
routing (CAB where needed). - Major incident comms: one-click stakeholder updates in
Teams + status changes; spin up bridge channels. - Dev-hand-offs: two-way sync with Jira Software / Azure
DevOps for linked work items. - On-call alerting: route alerts and automate ticket
updates via webhooks into xMatters / AlertOps. - Proactive & ESM flows: onboarding (JML), facilities, HR
—automate across departments with HaloITSM ESM approach.
Want a taste of real-world gains? Partners highlight automation
removing manual triage and accelerating resolution in HaloITSM.
removing manual triage and accelerating resolution in HaloITSM.
How SMC delivers (FR/BE/LU)
- Discovery & design: map services, triggers, SLAs, approval logic; identify “human in the loop” checkpoints.
- Build: configure workflows, SAF entities, escalations; wire Teams, webhooks/flows and REST API integrations.
- Orchestrate: connect Jira/Azure DevOps; define payloads
and field mapping for round-trip updates. - Measure & improve: dashboards for automation coverage, SLA compliance, MTTR and deflection.
Ready to
automate?
automate?
Frequently Asked Questions.
SAF is HaloITSM’s standard set of service definitions that lets you apply policies and SLAs consistently across processes—enabling genuine end-to-end automation.
Yes—use webhooks to fire flows in tools like xMatters or AlertOps, and the REST API for custom orchestration.
Mostly—HaloITSM supports Teams notifications, chatbots, and an embedded self-service portal for request/incident intake.
Use two-way sync with Jira or Azure DevOps so tickets/issues and statuses mirror without manual duplication.
Often no—native webhooks/API cover many cases. For broad cross-tool workflows, we can evaluate iPaaS after we’ve captured quick wins with native options. (Ask us for a TCO model.)
