Preset plan

Before starting your work with SimpleOne ITSM, 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 Catalogue.
  7. Customize the Configuration Database.
  8. Configure the SLA.
  9. Configure email processing.

Role required: admin.

Configure the Organization data

Description: Before you start the system preset, make sure you have completed the organization structure configuration.

  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 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.


Create Employees

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

  1. Navigate to Organization → Employees.

  2. Fill in the Employees list. 

    When creating an employee, select in the burger menu Views → User to configure the user access to the system. The User 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.

  1. Navigate to User Administration → Groups.
  2. Fill in the Groups list with user records.

  3. Specify Group Roles.

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




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 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).

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.).

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).

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

3. Add the following Category 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 end-users as external service specifications.

  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.

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

    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.


  1. Create CI Types such as IT service components.
  2. Create Configuration Items.
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.

  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.

      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, Commitment Types and Commitments;
  4. Create Timepoint Indicators.




Configure email processing

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

  1. Create an account using email server.
  2. Configure SimpleOne Email account with your account settings.