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.

3. 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.

4. 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.

5. 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.

Determine the following components of the KB Dictionary:

1. Create a Content DB for storaging your service descriptions and SLA documentation:
   1. Navigate to KB Dictionary → Content DB.
   2. Click New and fill in the form. Enter the 

   3. Click Save or Save and Exit to apply the changes. 

      Name this Content Item according to its purpose, ex. IT Service Catalog.

      
      

2. Create a Content Category following the steps below:
   1. Navigate to KB Dictionary → Content Category.
   2. Click New and fill in the form.

   3. Click Save or Save and Exit to apply the changes.

      Name this Content Category according to its purpose, ex. Article.

      
      

3. Create an Item Class following the steps below:
   1. Navigate to KB Dictionary → Content Item Class.
   2. Click New and fill in the form.

   3. Click Save or Save and Exit to apply the changes. 

      Name the Content Item Classes according to its purpose, ex. Service Description, SLA, OLA, UC, and etc.

      
      

4. Create a Content DB for storaging Known Errors used within the Problem Management:
1. Navigate to KB Dictionary → Content DB.
2. Click New and fill in the form. 

3. Click Save or Save and Exit to apply the changes. 

   Name this Content Item according to its purpose, ex. Known Errors Database.

   
   

5. Create a Content Category following the steps below:
   1. Navigate to KB Dictionary → Content Category.
   2. Click New and fill in the form.

   3. Click Save or Save and Exit to apply the changes.

      Name this Content Category according to its purpose, ex. Known Error.

      
      

6. Create an Item Class following the steps below:
   1. Navigate to KB Dictionary → Content Item Class.
   2. Click New and fill in the form.

   3. Click Save or Save and Exit to apply the changes. 

      Name the Content Item Classes according to its purpose, ex. Service Description, SLA, OLA, UC, and etc.

      
      

6. 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 following the steps below:

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

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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