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SimpleOne Service Management delivers guidance that allows you to configure and use your SimpleOne solution.

Setup your ITSM 

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Before starting your work with ITSM of your SimpleOne solution, at first, set the basic information about your IT infrastructure.

  1. Users
  2. Groups
  3. Service Catalog
  4. Service Specifications, Known Errors Database, etc. (Knowledge Base)
  5. Configuration Items (CMDB)
Note

Role required: admin.

Create Users

Create User records of the SimpleOne solution to make them manage your ITSM processes.

Create User Groups

Create Groups and assign users to them to perform the ITSM tasks and manage processes in groups.  approving change requests, resolving incidents, receiving email notifications, or performing work order tasks.

Set the Configuration Database

Create your Configuration Items (CI) such as IT service components required for proper service delivery in Configuration Management Database (CMDB). 

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Within the CMDB, determine the following configuration records:

  • CI Types - determine CIs business logic with their types;
  • Configuration Items - identify IT Services and their components required for service delivery;
  • CI Relationships - specify types of interactions, and dependencies between CIs.

Set the Knowledge Base

Within Knowledge Base, specify IT Services with specifications, SLA documentation, or content items of other sorts. This information is available for the SimpleOne end-users as external service specifications.

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Within the Knowledge Base Dictionary, determine the following components and attributes of the content items:

  • Content DB - determine the databases for Knowledge Base content items storaging;
  • Content Category - create the category definition for Knowledge Base items for further categorization as Known Errors, Articles, etc.;
  • Content Item Class - create the classes that define the content item purpose and application area (external/internal);
  • Content Type - define the possible types of your future content items, uch as simple articles, references, or others.

Set the Service Catalog

Create and descibe your IT Services within Service Catalog. Service Catalog Management grants your customers actual information and details about provided IT Services and their statuses.

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Within Service Portfolio, describe your services with all the needed information:

  • Service Type - define types in purpose for services categorization;
  • Service Specification - specify your services with specifications, SLAs and other content items of the Knowledge Base.

Set the Knowledge Base

Within Knowledge Base (KB), specify IT Services with specifications, SLA documentation, or content items of other sorts. This information is available for the SimpleOne end-users as external service specifications.

Incident Management

The goal of Incident Management is to restore normal service operation while minimizing impact to business operations and maintaining the quality of the service.

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