Versions Compared

Old Version 66

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.
Setup your ITSM 

Preset plan

Before starting your work with SimpleOne 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)

, preset the system by following the steps below:

  1. Configure the Organization data.
  2. Create Employees.
  3. Create User Groups.
  4. Configure the Knowledge Base Dictionary.
  5. Fill in the Knowledge Base.
  6. Fill in the Service Catalog.
  7. Customize the Configuration Database.
  8. Configure the SLA.
  9. Configure email processing.
  10. (optional) Customize system appearance.
  11. (optional) Customize your notifications.
Tipnote

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;

    • 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 Locations List.
    2. Fill in the Companies List.
    3. Create your work Schedules.
    4. Set the Timezones you use in the system:
      1. Navigate to System Localization → Timezones.
      2. Click New to add a new timezone.
      3. Fill in the Title field with the timezone name.
      4. Fill in the Parent field to specify a parent timezone for your custom one. Learn more about this topic: Timezones
      5. To activate a timezone, mark the Active checkbox.
      6. 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 by creating records.

      Info

      When creating an employee, selecting the User view allows configuring user access to the system. This view shows all detailed information about employee account and login settings.



    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 with group records.

    3. Specify Group Roles.

      Info

      If you need to create a new role, see the Roles article.



    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
    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.
    • .
    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:

    a. Create a Content DB (ex. IT Service Catalogue).

    b. Create a Content Category (ex. Article).

    c. Create a Content Item Class (ex. Service Description, SLA, OLA, UC, and etc.).

    Info

    Complete the next step, if the Master Data is not imported.


    2. Configure the KB dictionary for storing Known Errors used within the Problem Management functionality:

    a. Create a Content DB (ex. Known Errors Database).

    b. Create a Content Category (ex. Known Error).

    c. Create a Content Item Class (ex. Known Error).

    Info

    Complete the next step, if the Master Data is not imported.

    3. Add the following Menu Items to the navigation menu:

    • Add Articles (External) - for external service specifications.
    • Add Articles - for internal service specifications.
    • Add 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

    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.

    Panel

    ITSM Workflow

    Image Removed

    Logging

    Within SimpleOne, you can log your ITSM entities by inquiries received from users via phone call, e-mail, or self-service portal.

    Info

    Learn more about creating a Self-Service Portal.

    Inquiry

    Inquiry is a high-level entity that can be converted to the request of the other type (Incident, Problem, Change Request, Request). 

    Expand
    titleRegister an inquiry
    1. Navigate to Inquiries → Unprocessed.
    2. Enter the desired inquiry, and fill in the form:
    FieldDescriptionNumberAutomatically filled with unique inquiry identificator.Contact Type

    Specifies the type of user contact used for inquiry activation with the following options:

    • Phone;
    • E-mail;
    • Self-service.
    Caller

    Determines an employee initialized the inquiry.

    To fill in the field, follow the steps:

    • Click the magnifier iconImage Removed;
    • Select a record from the employee list;
    State

    Select on of the following options:

    • Unprocessed;
    • Processed;
    • Droped.
    UrgencyRelated TicketSubjectDescriptionRelated Problems

    Ticket creation

    ITSM-ticket types:

    Expand

    To made a transformation "Inquiry → Other request", follow the steps below:

    1. Navigate to Inquiries → All;
    2. Open the inquiry you need to convert;
    3. Click the Create Incident form button at the top of the page;

    Manual creation. Navigate to the ticket creating form ...description... how to create .... what was created

    States: Registered.

    Identification

    Categorization and prioritization are basic identification procedures and 

    Categorization

    According to the best ITIL practices, it is crucial to categorize a problem defining its priority and specifying the related information. Use the Problem form to create or update the problem and to establish relationships with related records.

    ...description... how bad is it? impact, urgency

    Prioritization

    A priority identifies the importance of a problem. It depends on the Impact and Urgency values and according to the priority matrix. ...description... how fast should be solved 

    The priority matrix

    Impact / UrgencyLowMediumHighVery HighLowLowLowModerateHighMediumLowModerateHighCriticalHighModerateHighCriticalCriticalVery HighCriticalCriticalCriticalCritical

    Assignment

    user responsible

    Push the Assign to me button to assign a problem to your User record.

    Escalation

    ...description...

    Resolution

    ...description...

    Closure

    ...description...

    Info

    SLA not breached for some tickets

    Initialize the ITSM task

    To create a task, enter the follow the steps below:

    To enter the creating task form, select the Create New option creating form.

    Initializing → In progress → Completing

    State Model

    ...description...

    State / TicketIncidentProblemChange RequestRequest TemplateRegistered✓✓✓✓Authorization✓✓Assigned✓✓Scheduled✓In Progress✓✓✓✓Postponed✓✓Information Needed✓External Processing✓Completed✓✓✓✓Rejected by User✓✓Post Implementation Review✓Closed✓✓✓✓Known Error✓
    Table of ContentsmaxLevel4classfixedPosition
    titleFill the Knowledge Base with the following content:
    1. Add Service Descriptions and Service SLAs as content items.

    2. In addition to Service descriptions and SLAs, you can fill the Knowledge Base with the content items of other sorts.


    Fill in the Service Catalogue

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

    Panel
    titleFill in the Service Catalog following the steps below:

    1. Create Services in the Service Pipeline menu and specify them with descriptions, SLAs, and other content items of the Knowledge Base.

      Info

      When filling the Service Catalogue, for your convenience, you can create a Master Service as a higher item in the service hierarchy.


    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.


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



    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:
      1. Navigate to Contracts → Contract.
      2. Click New, and fill in the form.

      3. Click Save or Save and Exit to apply changes.

        Info

        Go to the Contract article to find a more in-depth instruction on how to create contracts.


    2. Setup IT Service, Contracts, and SLA relationships;
    3. Create Agreements and Commitments;
    4. Create Indicators.


    Configure email processing

    Description: Configuring your email subsystem will allow you to use all related features, such as:

    • Using embedded email client and integrating it with your office software
    • Processing emails with Inbound Email Actions
      • Thus, you'll be able to set up, for example, creating tasks out of letters by sending emails.

    To use all the features of sending and receiving emails in SimpleOne, complete the email processing configuration.

    Panel
    titleFollow the steps below to make your email services available in the system:
    1. Create an account using email server.
    2. Configure SimpleOne Email account with your account settings.
    3. (recommended) Configure Inbound Email Actions to define actions on triggers specified.


    Set up and customize Self-Service Portal

    To provide a high-quality service, set up a Self-Service Portal allowing your inner customers to cooperate with helpdesk department raising tickets, tracking progress, using Knowledge Base. For more information, please refer to the Portals section.

    For information about how to develop new portal widgets and add them to portal pages, please refer to Widgets pages.

    Customizing system appearance

    See the Branding customization article to change the system appearance. Here are some system properties which would help you.

    To perform this, navigate to System Properties → All Properties.

    Property name

    		Description 

    main_page_button_title

    		Specify the title for the button leading to the main page.

    main_page_button_url

    		Specify URL for the button leading to the main page.

    ui.branding.favicon

    		URI, where the current instance branding favicon is stored. 

    ui.branding.logo

    		Attachment that is the source of the logo on main page. 

    ui.branding.pageTitle

    		Title for the main page.

    ui.main_page

    		Specify the page ID to define it as the main page. If not specified, then the default page is displayed.

    user.language.default

    		Defines system language available for users set by default. An authorization property. 
    simple.auth_page.help_info

    Defines a message that users see when clicking Help on the login page. 

    Tip

    In SimpleOne OOB, this property is implemented in two instances: simple.auth_page.help_info.ru is for Russian message, and simple.auth_page.help_info.en is for English message.


    Customizing notifications

    Customize your ITSM notifications (these that are sent by trigger within an incident, request or other ITSM-related entity). To perform this, navigate to System Properties → All Properties and edit the property you need to redefine. For more information, please refer to the Email Properties article.


    Property nameDescription

    itsm.notification.additional_comments.icon.href

    		Link to an image displayed in additional comment.

    itsm.notification.brend.main_button.color_code

    		Specify a color hex code for the brand main button. For example, enter #E31450 for red.

    itsm.notification.contact.email

    		Specify a contact email of the service desk department. This email will be displayed in the notification.

    itsm.notification.contact.page_href

    		Specify the URL of the contact page (where a consumer can contact with an agent or leave a feedback).

    itsm.notification.contact.page_title

    Specify displayable title of the contact page URL defined by the 

    itsm.notification.contact.page_href property.

    Tip

    For more efficiency, it is recommended to use these two properties (itsm.notification.contact.page_title and itsm.notification.instance_href) synchronously.


    itsm.notification.contact.phone

    		Specify contact phone of service desk department.

    itsm.notification.instance_href

    		Specify URL for the instance referred in the notification.

    itsm.notification.logo_href

    		Specify URL for the logo displayed in the notification.

    itsm.notification.servicedesk_href

    		Specify email contact of service desk department.

    itsm.notification.servicedesk_title

    Specify a displayable title for service desk email contact defined by the 

    itsm.notification.servicedesk_href property.

    Tip

    For more efficiency, it is recommended to use these two properties (itsm.notification.servicedesk_href and itsm.notification.servicedesk_title) synchronously.


    itsm.notification.spacer24_href

    		This property allows defining the image URL for the spacer block in email notifications at the left and right sides and on the bottom of the content part.

    itsm.notification.spacer_href

    		This property allows defining the image URL for the spacer block in email notifications at the comments block (for notifications that use task comment mapping, like A comment is added notification).

    itsm.notification.userIcon_href

    Specify the image URL to display as user avatar in notifications containing comments.

    itsm.notification.work_notes.icon.href

    		Link to an image displayed in work note.

    /

    Table of Contents
    maxLevel4
    classfixedPosition


    Panel