The SimpleOne Service Management solution, also known as ITSM, provides ways to automate routine processes, minimize the chances of delivering low-quality services, significantly reduce the number of human-made mistakes, boost the task processing, and provide the knowledge base for both end-users and agents.
This section of the SimpleOne documentation provides instructions for configuring and using the ITSM solution, which includes setting up your services, business processes, knowledge base, and managing them efficiently.
The SimpleOne Service Management Help is divided into the following articles describing how to work with such ITSM entities as user queries, incidents, change requests, service requests, problems, and other.
Purpose
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Quick Start Guide
Start setting up your system: Learn how to add employees, departments, teams (user groups), knowledge base articles, service catalog as well as configure email processing and notifications. While this article contains primary steps for setting up a system, more in-depth information is provided in the next articles.
User Query Management
Manage user queries: Set up a way to establish communication between the end-user and the service desk department. This is useful for improving the quality of interaction with users via the Self-Service Portal.
Incident Management
By managing incidents, you can control the quality of services, contribute to service optimization, and lower the impact that incidents may cause on the business services. From this article, you will learn about the SimpleOne out-of-the-box incidents and how to configure them to fit your needs.
Change Enablement Practice
Manage change requests to optimize the services and business processes. Learn how to process changes in the system using the out-of-the-box SimpleOne incidents.
Service Request Management
Service requests help provide services of high-level quality. The process of handling complex tasks can involve multiple agents and modules, so the service requests are built in a way that effectively organizes the workflow.
Problem Management
Processing of problems ensures that the cause of incidents is handled in a way that it does not affect the business. From this article, you will learn how to process problems using the system.
Configuration Management
Configure the set of services according to your business needs. From this article, you will learn about the SMDB structure, configuration items, and more.
Event Management
Control how tasks are processed in the system using the event engines. From this article, you will learn how to configure the Debounce and Event Correlation engines.
Service Catalog Management
The Service Catalog Management (SCM) is a key process for providing relevant and accurate information regarding services. From this article, you will learn about the Service Portfolio repository used as a services storage.
Service Level Management
The Service Level Management (SLM) provides ways to control and improve services with the help of the Service Level Agreements (SLA) tool. From this article, you will learn how to configure and manages SLAs. <REVISIT>
Knowledge Management
Implement your services and create knowledge base articles. Learn how to manage the service specifications such as Service Level Agreements (SLA), service and request descriptions, incident and request models, and more.
Telegram Chatbot
Learn about the Telegram chatbot for the ITSM application. With this chatbot, you can create incidents and user queries, approve and reject tickets, rate the level of service, and more.
