ITSM Help
ITSM (Information Technology Service Management) is an approach to delivering, managing, and improving IT services within an organization.
The SimpleOne ITSM solution provides ways to ensure that IT departments meet business needs. It also helps boost user satisfaction by establishing straightforward and transparent processes for delivering IT services.
This section of the SimpleOne documentation provides instructions for configuring and using the ITSM solution, which includes setting up your services, IT processes, and knowledge base, as well as managing them efficiently.
Perform preliminary setup
SA Application Setup
Before you start working with the ITSM application, set up the Simple Application. In this article, you can learn how to add employees, departments, teams (user groups), knowledge base articles, and the service catalog, as well as how to configure email processing and notifications.
ITSM Settings and Deployment
Find out how to deploy and update the ITSM application and its demo data, as well as set up additional features.
Manage the ITSM application
Role Model
Explore the ITSM role model. Here you will learn what rights are provided by roles and which roles are required to perform tasks.
General Concepts and Procedures
Learn about the general concepts and procedures that apply to various ITSM entities.
Service Portfolio Management
Learn how to manage your portfolio of services throughout their entire lifecycle.
Configuration Management
Find out how to manage configurations to provide comprehensive and reliable information about services and infrastructure states.
User Query Management
Learn how to manage user queries and classify them for further processing.
Service Request Management
Find out how to ensure the target service quality by processing typical service requests in an effective and convenient way.
Incident Management
Learn how to manage incidents to minimize their impact and restore service delivery.
Problem Management
Find how to manage problems for decreasing the likelihood and impact of incidents.
Monitoring and Event Management
Learn how to manage events and set up monitoring process for analyzing the stability and performance of the instance.
Change Enablement
Learn how to manage changes to ensure their effective and timely implementation while minimizing the operational risks and interruptions to IT services.
Matrices for Decision-Making in Task Processing
Learn how to apply the ITSM matrices to facilitate decision-making when processing tasks.
ITSM Telegram Bots
Get to know the Telegram bots for the ITSM application. With these chatbots, you can create incidents and user queries, approve and reject tickets, rate service, and create swarming sessions for solving major incidents.
Release Notes
View the history of updates made to the ITSM application.