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)

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

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 (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 content items:

  • 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.

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.

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.


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.

Ticket creation

...description... how to create .... what was created

ITSM-ticket types:

Identification

cat and pri...

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.

A priority identifies the importance of a problem. It depends on the Impact and Urgency values and according to the priority matrix.

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

Prioritization

...description... how fast should be solved urgency

The priority matrix
Impact / UrgencyLowMediumHighVery High
LowLowLowModerateHigh
MediumLowModerateHighCritical
HighModerateHighCriticalCritical
Very HighCriticalCriticalCriticalCritical

Routing and Assignment

...description...

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

Tasks creating

...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...

State / TicketIncidentProblemChange RequestRequest Template
Registered✓✓✓✓
Authorization

✓✓
Assigned✓✓

Scheduled

✓
In Progress✓✓✓✓
Postponed✓✓

Information Needed✓


External Processing✓


Completed✓✓✓✓
Rejected by User✓

✓
Post Implementation Review

✓
Closed✓✓✓✓
Known Error
✓