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:
   1. Complanies.
   2. Locations.
   3. Schedules.
   4. Timezone.
2. Users.
3. Employees.
4. User Groups.
5. Knowledge Base configuration.
   1. Content DB.
   2. Articles.
6. CMDB configuration:
   1. CI types.
   2. CIs.
7. Service Catalog configuration.
   1. Services.
   2. Service configuration.
8. Service Specifications, Known Errors Database, etc. (Knowledge Base)
9. Configuration Items (CMDB)

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1. Configure the Organization data

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.  {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 value you want.
   5. Click Save or Save and Exit to apply changes.

2. Create Users

The Users list is used to keep all detailed information about users containing personal data, account, and login settings required for authentication. It allows setting up relations with other users, groups of users. 

Specify users and their roles to make them manage your ITSM processes with appropriate access:

1. Create Users following the steps below:
   1. Navigate to User Administration → Users. 
   2. Fill in the Users list.
2. Set the 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 list.
   5. Click Save or Save and Exit to apply changes.

3. Create Employees

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4. 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.

5. 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.

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.

Expand to learn more about setting the Knowledge Base...

Within the Knowledge Base Dictionary, determine the following components and attributes of the content items:

• Content DB - determine the databases for Knowledge Base 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);
• Content Type - define the possible types of your future content items, uch as simple articles, references, or others.

6. Set the Configuration Database

Create your Configuration Items (CI) such as IT service components required for proper service delivery in Configuration Management Database (CMDB). 

Expand to learn more about setting the Configuration Database...

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.

7. 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.

8. SLA Configuration

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