Start Guide

Preset plan

To use the full ITSM functionality, firstly, you need to 

Before starting your work with ITSM of your SimpleOne solution, at first, set the basic information about your IT infrastructure:

1. Set the Organization data.
2. Users.
3. Employees.
4. User Groups.
5. Knowledge Base configuration.
6. CMDB configuration:
7. Service Catalog configuration.
8. Service Specifications, Known Errors Database, etc. (Knowledge Base)
9. Configuration Items (CMDB)

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1. Configure the Organization data

Description: The Organization category helps to configure a structure of your organization. Before you start the system preset, make sure you have completed the organization data configuration.

To 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.

2. 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.

Create Users following the steps below:

1. Navigate to User Administration → Users. 
2. Fill in the Users list.

3. Set User Roles

Description: User roles control user access to features and capabilities of the ITSM processes.

Specify User Roles following the steps below:

1. Navigate to User Administration → User Roles.
2. Click New to open the form.
3. Select a User from the list.
4. Select a Role from the Roles list.
5. Click Save or Save and Exit to apply changes.

4. Create Employees

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

To create Employees, follow the steps below:

1. Navigate to Organization → Employees.
2. Fill in the Employees list.

5. 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.

To create a User Group, follow the steps below:

1. Navigate to Organization → Groups.
2. Fill in the Groups list.

6. Set Group Roles

Description: Group roles control group access to features and capabilities of the ITSM processes.

Specify Group Roles following the steps below:

1. Navigate to User Administration → Group Roles.
2. Click New to open the form.
3. Select a Group from the list.
4. Select a Role from the Roles list.
5. Click Save or Save and Exit to apply changes.

7. 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 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).

Before you start to fill the Knowledge Base with content items, complete the configuration using the KB Dictionary features:

1. Configure the KB dictionary for storaging your service descriptions and SLA documentation following the steps below:
   1. Create a Content DB (ex. IT Service Catalog).
   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 storaging 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).

8. Fill 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.

Fill the Knowledge Base with the following content:

1. Add Service Descriptions.
2. Add Service SLAs.

Create the Content Item of the Knowledge Base following the steps below:

1. Navigate to Knowledge Base → Articles;
2. Clik New to open the form.
3. Fill in the form.
4. Click Save or Save and Exit to apply the changes. 

9. Fill the Service Catalog

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

Fill in the Service Catalog following the steps below:

1. Create a CI Type for your IT Services.
2. Create Services and specify them with descriptions, SLAs and other content items of the Knowledge Base.
3. Set your Services to Active state to make them visible to end-users.

10. Configure 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.

Configure the CMDB following the steps below:

1. Create CI Types such as IT service or its component.
2. Create Configuration Items.

11. 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.

Before configuring your SimpleOne SLM solution:

1. Create Contracts.
2. Setup IT Service, Contracts and SLA relationships.

Configure the SLA following the steps below:

1. Create Agreements.
2. Craete Commitment Types.
3. Create Commitments.
4. Create Timpoint Indicators.