In SimpleOne, services have external and internal specifications.
External specifications are for the end-user, and internal specifications are for the agent or the service owner.
External Specifications are:
- SLA:
- Service Description;
- Service Request Description;
- Self-Service How-tos.
Internal Specifications are:
- Incident Model;
- Service Request Model;
- Escalation Contacts;
- Escalation Rules.
