ITSM Guide

SetWhat you need:

Users
Groups
Service Catalog
Service Specifications, Known Errors Database, etc. (Knowledge Base)
Configuration Items (CMDB)
(Organization → Employee → Work Schedule)

Role required: ____

Setup your ITSM

When starting your work with ITSM, at first, set the basic information about your IT infrastructure.

Create Users

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

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). Within CMDB, determine CIs with custom types and establish CI relationships.

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.

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.

Within the KB Dictionary, determine the following components and attributes of the KB Content Item:

Content DB - determine the databases for KB content items storaging;
Content Category - create the category definition for KB 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.

ITSM Workflow

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

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