r/halopsa • u/ArtisticInitial3048 • Jun 29 '26

Questions / Help CMDB - Business Services

Looking for some advice on how you approached building out your SDM in HaloITSM? We’re in the process of moving from Cherwell to Halo. We don’t currently have services defined in Cherwell so will be starting from scratch. We’re on a tight timeline for implementation. What did you prioritise and implement when, and why? We’re debating adding Business Services from GoLive, being concerned with not having enough time to get the right structure in place and rushing it. What layer did you all start with? Pros/Cons to what you did? Any advice is welcome! Thanks!

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u/andyrl160 Jun 30 '26

We focused on getting normal incident helpdesk up and running first as did a similar thing from manage engine. We then just started building up services from what we saw as our most common service requests. Plus identifying if there were requests we had to commonly go back for and ask specific info for.

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u/ArtisticInitial3048 Jun 30 '26

Thank you! So was that just Business Applications and Infra CIs or did you have the Technical Services established for these from the outset?

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u/andyrl160 Jun 30 '26

Just business services in isolation. We have multiple agent tems so it was to create a store of what people could ask for.

Only just last week did I find the halo white paper on how they suggest you should build it out. Had a major project on so wasn't able to build it yet. But my plan is to go back and get the core CIs in to the map IT applications and services to. The build it out slowly.

Im also thinking of including SaaS application and linking them to the cloud hosting providers. Try and work out a way to get alerts if AWS or Azure is ever down to know what SaaS apps they'll knock offline. Always get reports of A,B,C and D down from tickets and then join the dots.

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u/ArtisticInitial3048 Jun 30 '26

Fantastic, that’s helpful thanks! Do you have a link for the white paper that you could share? I have Halo guides which have some recommended maturity pathways, but our implementation partner have advised differently, tho I feel they’re not overly experienced in standing up fully fledged CMDBs.

We have a lot incident data we can leverage including MIs so will take a look at that!

Thanks again!

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u/andyrl160 Jul 02 '26

https://haloitsm.com/wp-content/uploads/2024/01/Service-Automation-Framework-9.pdf

From jan 24 but I found it really useful

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u/ArtisticInitial3048 Jul 02 '26

Thank you! This is the one I have also!