Versions Compared

Old Version 5

changes.mady.by.user Tatiana Valekzhanina

Saved on

compared with

New Version Current

changes.mady.by.user Dina Baksheeva

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.


Tip

For the up-to-date ITSM documentation, see the new ITSM documentation that is now available in two languages – Russian and English.


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

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

Setup your ITSM 

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). 

Expand
titleExpand to learn more about setting the Configuration Database...

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.

Expand
titleExpand to learn more about setting the Knowledge Base...

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.

Expand
titleExpand to learn more about setting the Service Catalog...

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.

Change Control

...

.