One of the most tangible payoffs of implementing the Service Data Model is that Halo can route tickets without anyone making a manual decision.
When a ticket is created, Halo evaluates a cascade of rules to find the right Technical Service and apply its TOM data — assignment team, SLA, escalation path. The logic is sequential: if the ticket form has dedicated routing, use it. If the primary CI is a Business Application Instance with no direct TOM, fall back to the owning Business Application. If that has no TOM either, use the owning Technical Service.
The cascade means that even an incomplete SDM delivers value — you don't have to finish the full model before automation starts working. What this means practically is that the moment you populate TOM data on a Technical Service, every incident raised against a CI owned by that service gets routed automatically.
No routing rules to configure, no team lists to maintain separately. The model does the work.
It's also worth understanding what happens when no match is found at any level of the cascade: Halo falls back to a default assignment team, ensuring no ticket is ever left unrouted. In high-volume environments where a single routing gap can mean a missed SLA, that safeguard matters more than most implementations account for.