SimpleOne Service Management solution provides ways to automate routine processes, lower chances of delivering services of inappropriate quality, minimize the factor of human-made mistakes, boost the task processing, and provide the knowledge base for both end-users and agents.
SimpleOne Service Management articles deliver guidance for configuring and using your SimpleOne solution. Set up your services, business processes, knowledge base and manage them efficiently.
In the following articles, you will find guidance to the ITSM entities such as user queries, incidents, change requests, service requests, problems, etc. Data management includes configuration and knowledge management.
Start Guide
Start setting up your system with this article. Here, you will learn how to implement employees, departments, teams (user groups), knowledge base articles, service catalog, configure email processing and notifications. The article is useful for primary building. You will find more in-depth information in the proceeding articles.
User Query Management
Manage user queries: set up a way of communication between the end-user and the service desk department. This is an efficient way to level up relationships with users via the Self-Service Portal.
Incident Management
Incidents help to handle the quality of services, contribute to service optimization, and lower incidents impact on the business services. In this article, learn about SimpleOne out-of-the-box incidents and how to configure them to your needs.
Change Enablement Practice
Manage change requests to optimize of the services and business processes. Learn how to process changes in the system with out-of-the-box SimpleOne incident essence.
Service Request Management
Service requests help to provide high-level quality services. The process of handling complex tasks can involve a lot of agents and modules, so the service requests are built in a way to organize the workflow effectively. Learn about service requests in these articles.
Problem Management
Problem processing ensures handling the cause of incidents so that it will not affect the business. In this article, learn how to process problems using the system.
Configuration Management
Configure the set of services and essences according to your business needs. In this article, you will learn about SMDB structure, configuration items, etc.
Knowledge Management
Implement your services (active, developing, and archived) and create the knowledge base articles. Learn how to manage the service specifications such as service level agreement (SLA), service and request descriptions, incident and request models, etc.
Monitoring and Event Management
Control task processing in the system using the event engines. Here, you will learn how to configure the Debounce and Event Correlation engines.
Service Catalog Management
In these articles, you will learn about Service Pipeline, Service Catalog, and how to create a service.
Service Level Managements (SLM) provides ways to control and improve services using Service Level Agreements (SLA) as a tool. Here, learn how to configure and manages SLAs.
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