ITSM Guide

Setup your ITSM 

When starting your work with ITSM, 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)
6. (Organization → Employee → Work Schedule)

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). 

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.

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.

ITSM Workflow

Logging

...description...what does make us start? inquiry Inquiry is a higher-level entity than the Incident. It can be converted to the request of the other type, including Incident.

• via e-mail;
• phone call;
• self-service portal inquiry (self-service portal);
• automatically generated by system (business-rules, workflows)

Ticket creation

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

ITSM-ticket types:

• Incidents - within Incident Management ...;
• Service Requests;
• Change Requests - within Change Control Practice;
• Problems - within Problem Management.

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

Assignment

user responsible

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

Escalation

...description...

Resolution

...description...

Closure

...description...

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...