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Preset plan

Before starting your work with SimpleOne ITSM, preset the system following the steps below:

  1. Configure the Organization data.
  2. Create Users and.
  3. Create Employees.
  4. Create User Groups.
  5. Customize the Configuration Database.
  6. Fill in the Service Catalogue.
  7. Customize the Configuration Database.
  8. Configure the Knowledge Base Dictionary.
  9. Fill in the Knowledge Base.
  10. Configure the SLA.
Note

Role required: admin.

Configure the Organization data

Description: Before you start the system preset, make sure you have completed the organization structure configuration.

Panel
titleTo specify the Organization data, follow the steps below:
  1. Fill in the Companies List.
  2. Fill in the Locations List.
  3. Create your work Schedules.
  4. Set the Timezones you use in the system:
    1. Navigate to {your_instance_URL}/list/sys_timezone.
    2. Click New to add a timezone.
    3. Fill in the Name field with the timezone name.
    4. Fill in Utc offset with the relevant value.
    5. Click Save or Save and Exit to apply changes.


Create Users

Description: The Users list is used to keep all detailed information about users containing personal data, account, and login settings required for authentication.

Panel
titleCreate Users following the steps below:
  1. Navigate to User Administration → Users. 
  2. Fill in the Users list;
  3. Specify User Roles:
    1. Open the User form.
    2. Enter the User Role tab and click New next to the hamburger menu on this tab.
    3. On the form appeared, select the Role from the list.
    4. Click Save or Save and Exit to apply changes.


Create Employees

Description: The Employees list keeps records with information about persons who work for your organization according to the employment contracts.

Panel
titleTo create Employees, follow the steps below:
  1. Navigate to Organization → Employees.
  2. Fill in the Employees list.


Create User Groups

Description: The Groups list contains all groups that are used to unite users by a common purpose or to classify them by specific attributes.

Panel
titleTo create a User Group, follow the steps below:
  1. Navigate to User Administration → Groups.
  2. Fill in the Groups list.
  3. Specify Group Roles:
    1. Open the Group form.
    2. Enter the Group Role tab and click New next to the hamburger menu on this tab.
    3. On the form appeared, select the Role from the list.
    4. Click Save or Save and Exit to apply changes.


Customize the Configuration Database

Description: A Configuration Management Database collects and stores all configuration records about the attributes and relationships of your CIs. It provides to identify IT services and their various components as CIs and to determine them with the custom types.


Panel
titleConfigure the CMDB following the steps below:
  1. Create CI Types such as IT service or its component.
  2. Create Configuration Items.
Info
In addition, you can establish CI Relationships to build the Service Dependency map.



Fill the Service Catalogue

Description: Service Catalogue Management grants your customers actual information and details about provided IT Services and their statuses.

Info
titleNote

Before filling the Service Catalogue, at first, create a Master Service as a higher item in the service hierarchy.


Panel
titleFill in the Service Catalog following the steps below:
  1. Create Services and specify them with descriptions, SLAs, and other content items of the Knowledge Base.
  2. Set your Services to Active state to make them visible to end-users.

Customize the Configuration Database

Description: A Configuration Management Database collects and stores all configuration records about the attributes and relationships of your CIs. It provides to identify IT services and their various components as CIs and to determine them with the custom types.

In addition, you can establish CI Relationships to build the Service Dependency map
  1. .
Panel
titleConfigure the CMDB following the steps below:
  1. Create CI Types such as IT service or its component.
  2. Create Configuration Items.
Info


Configure the Knowledge Base Dictionary

Description: This KB Dictionary category contains the following components specifying the Knowledge Base structure:

  • Content DB - determine the databases for KB content items storing.
  • 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).
Panel
titleBefore you start to fill the Knowledge Base with content items, complete the configuration using the KB Dictionary features:
  1. Configure the KB dictionary for storing your service descriptions and SLA documentation following the steps below:
    1. Create a Content DB (ex. IT Service Catalogue).
    2. Create a Content Category (ex. Article).
    3. Create a Content Item Class (ex. Service Description, SLA, OLA, UC, and etc.).
  2. Configure the KB dictionary for storing Known Errors used within the Problem Management functionality:
    1. Create a Content DB (ex. Known Errors Database).
    2. Create a Content Category (ex. Known Error).
    3. Create a Content Item Class (ex. Known Error).
  3. Add the following Category Items to the navigation menu:
    1. Articles (External) - for external service specifications.
    2. Articles - for internal service specifications.
    3. KEDB - for Known Errors Database.


Fill in the Knowledge Base

Description: Within Knowledge Base, storage your Service descriptions and SLA documentation as Content Items. This information is available for end-users as external service specifications.

Panel
titleFill the Knowledge Base with the following content:
  1. Add Service Descriptions.
  2. Add Service SLAs.
Info
In addition to Service descriptions and SLAs, you can fill the Knowledge Base with the content items of other sorts.



Configure the SLA/OLA

Description: SimpleOne SLM methods and tools are designed to keep and manage information about IT Service quality targets and their values.

Panel
titleConfigure the SLA following the steps below:
  1. Before configuring your SimpleOne SLM solution, create Contracts.
  2. Setup IT Service, Contracts, and SLA relationships.
  3. Create Agreements.
  4. Create Commitment Types.
  5. Create Commitments.
  6. Create Timepoint Indicators.


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