General Settings
Companies and employees
Demonstrational companies and their employees are added to the system to illustrate the service provision process.
Provider Company
The company that provides services is called Provider Company. This company belongs to the Service Provider class. The company's employees are granted access to processing the tickets and editing the Knowledge Base and the Known Error Database.
Provider Company employees and their roles in the system
| Employee | Role | Group |
|---|---|---|
| Mariya Kirillova | itsm_event_reader, cmdb_read, ITSM_agent, knowledge_agent, service_level_manager | ITSM Agents, SLM Managers |
| Dmitriy Nikolaev | itsm_event_reader, cmdb_read, ITSM_agent, knowledge_agent, service_level_manager | ITSM Agents, SLM Managers |
| Igor Sergeev | itsm_event_reader, cmdb_read, ITSM_agent, incident_manager, knowledge_agent | Incident Managers |
| Ivan Petrov | itsm_event_reader, cmdb_read, ITSM_agent, request_manager, knowledge_agent | Request Managers |
| Sergey Ivanov | itsm_event_reader, cmdb_read, ITSM_agent, problem_manager, knowledge_agent | Problem Managers |
| Alexey Smirnov | itsm_event_reader, cmdb_read, ITSM_agent, knowledge_agent | ITSM Agents |
| Dmitry Kozlov | itsm_event_reader, cmdb_read, ITSM_agent, knowledge_agent | ITSM Agents |
| Mikhail Orlov | itsm_event_reader, cmdb_read, ITSM_agent, knowledge_agent | ITSM Agents |
| Andrey Novikov | itsm_event_reader, cmdb_read, ITSM_agent, knowledge_agent | ITSM Agents |
The Provider Company also has a Production unit that participates in contracts.
IT Service
The company that supplies IT services is called IT Service. This company belongs to the Service Provider class. The company's employees are granted access to processing the tickets.
IT Service employees and their roles in the system
| Employee | Role | Group |
|---|---|---|
| Ilya Markov | itsm_event_reader, cmdb_read, ITSM_agent, incident_manager, knowledge_agent | Incident Managers |
| Nataliya Alexeeva | itsm_event_reader, cmdb_read, ITSM_agent, problem_manager, knowledge_agent | ITSM Agents, Problem Managers |
| Alexey Filippov | itsm_event_reader, cmdb_read, ITSM_agent, request_manager, knowledge_agent | Request Managers |
| Mark Maximov | itsm_event_reader, cmdb_read, ITSM_agent, service_level_manager, knowledge_agent | ITSM Agents, SLM Managers |
| Artem Vasilev | itsm_event_reader, cmdb_read, ITSM_agent, knowledge_agent | ITSM Agents |
| Elena Sokolova | itsm_event_reader, cmdb_read, ITSM_agent, knowledge_agent | ITSM Agents |
| Anna Petrova | itsm_event_reader, cmdb_read, ITSM_agent, knowledge_agent | ITSM Agents |
| Sergey Volkov | itsm_event_reader, cmdb_read, ITSM_agent, knowledge_agent | ITSM Agents |
Consumer Company
The company that consumes services is called Consumer Company. This company belongs to the Consumer class. The employees of this company have no roles in the system: they are regular Self-Service Portal users.
The Consumer Company has the following employees:
- Oleg Dmitriev – CEO
- Olga Andreeva – Project Manager
Users not linked to companies
The following employee is not linked to any companies:
| Employee | Role | Group |
|---|---|---|
| Kirill Gerasimov | impersonator, admin, security_admin, knowledge_admin, itsm_event_reader, cmdb_read, ITSM_agent, knowledge_agent | Admins, Knowledge Base Admins, ITSM Agents |
User groups
User groups are added to the system to categorize employees according to their job title.
Groups
| Group | Roles |
|---|---|
| SLM Managers | service_level_manager |
| ITSM Agents | ITSM_agent |
| Request Managers | request_manager |
| Problem Managers | problem_manager |
| Incident Managers | incident_manager |
| Knowledge Base Admins | knowledge_agent |
| Admins | impersonator, security_admin, admin |
Configuration items and CMDB classes
The demonstration data includes configuration items and CMBD classes.
Configuration items are IT service components, while classes are logical groups of CIs based on similar parameters.
CMDB classes
| Parent class | Classes |
|---|---|
| Accessories |
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| Printing equipment |
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| Network equipment |
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| Server equipment | Storage system |
| Workstation |
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Request subject generation rules
Subject generation rules are configured for the service requests created from the demonstrational services.
The usage type is set to Override for all rules, which means that subjects are generated entirely according to the rules.
Request subject generation rules
| Service request model | Template | Example |
|---|---|---|
| Access to Network Resources | ${subject} ${rem_attr.request_type} | Access to Network Resources Give access to technical devices |
| Software Installation or Upgrade | ${subject} ${rem_attr.request_type} | Software Installation or Upgrade Update software |
| Virtual Office | ${subject} ${rem_attr.description} | Virtual Office Set up Outlook |
| IT Infrastructure Setup | ${subject} ${rem_attr.description} | IT Infrastructure Setup Set up servers |
| Ordering or Replacement of Equipment | ${subject} ${rem_attr.request_type} | Ordering or Replacement of Equipment Order additional equipment |
| IT Consulting | ${subject} ${rem_attr.preferred_consultation_date} | IT Consulting 2026-07-11 07:16:30 |
| Portal Access Provision | ${subject} ${rem_attr.portal_element_link} | Portal Access Provision website.ru/portal/kb |
| Portal Access Revocation | ${subject} ${rem_attr.portal_element_link} | Portal Access Revocation website.ru/portal/kb |
| Portal Consultation | ${subject} ${rem_attr.preferred_consultation_date} | Portal Consultation 2026-05-01 10:00:00 |
| Addition to Trusted Senders | ${subject} ${rem_attr.email_address} | Addition to Trusted Senders email@company.com |
| Mailbox Access Provision | ${subject} ${rem_attr.email_address} | Mailbox Access Provision email@company.com |
| Addition to Mailing List | ${subject} ${rem_attr.email_address} | Addition to Mailing List email@company.com |
| Email Consultation | ${subject} ${rem_attr.preferred_consultation_date} | Email Consultation 2026-05-11 15:00:00 |
| Repository Access Provision | ${subject} ${rem_attr.repository_name} | Repository Access Provision Developers |
| GitLab Consultation | ${subject} ${rem_attr.preferred_consultation_date} | GitLab Consultation 2026-04-22 12:30:00 |
| Access Rights Modification | ${subject} ${rem_attr.repository_name} | Access Rights Modification Specifications |
| SimpleOne ITSM Consultation | ${subject} ${rem_attr.preferred_consultation_date} | SimpleOne ITSM Consultation 2026-05-02 14:15:00 |
| SimpleOne ITSM Access Provision | ${subject} ${rem_attr.role} | SimpleOne ITSM Access Provision ITSM_agent |
| Mandatory Fields Configuration | ${subject} ${rem_attr.mandatory_rules_description} | Mandatory Fields Configuration Make the Description field mandatory |
| Server Deployment | ${subject} ${rem_attr.server_name} | Server Deployment SPB-DB-PROD-01 |
| Addition of Servers to Monitoring and Maintenance | ${subject} ${rem_attr.server_name} | Addition of Servers to Monitoring and Maintenance SPB-DB-PROD-01 |
| Managed IT Consultation | ${subject} ${rem_attr.preferred_consultation_date} | Managed IT Consultation 2026-07-01 13:20:00 |
| Data Center Access Organization | ${subject} ${rem_attr.full_name} | Data Center Access Organization John Doe |
| Communication Channel Bandwidth Change | ${subject} ${rem_attr.required_bandwidth} | Communication Channel Bandwidth Change 10 Gbps |
| Remote Power Management | ${subject} ${rem_attr.rack_equipment} | Remote Power Management RACK-DC1-B04 |
| Colocation Consultation | ${subject} ${rem_attr.preferred_consultation_date} | Colocation Consultation 2026-05-08 15:55:00 |
| HaaS Consultation | ${subject} ${rem_attr.preferred_consultation_date} | HaaS Consultation 2026-04-29 13:25:00 |
| Equipment Specification Change | ${subject} ${rem_attr.equipment_id} | Equipment Specification Change EQP-SRV-29401 |
| Equipment Technical Maintenance | ${subject} ${rem_attr.equipment_id} | Equipment Technical Maintenance EQP-SRV-20001 |
| Equipment Relocation | ${subject} ${rem_attr.equipment_id} | Equipment Relocation EQP-SWT-81532 |
| CDN Connection Change | ${subject} ${rem_attr.new_connection_address} | CDN Connection Change company-cdn.com |
| Temporary CDN Shutoff | ${subject} ${rem_attr.address_to_shut_off} | Temporary CDN Shutoff company-cdn.com |
| CDN Information Request | ${subject} ${rem_attr.connection_address} | CDN Information Request company-cdn.com |
| CDN Consultation | ${subject} ${rem_attr.preferred_consultation_date} | CDN Consultation 2026-05-10 17:00:00 |
Contracts and agreements
The Contract (contract) table contains contracts signed for business services. Its records include such information as the service provider and customer, assigned user, a contract's start and end dates, as well as its cost.
Contracts
| Contract name | Provider | Customer | Responsible |
|---|---|---|---|
| Workplace Provision | IT service | Production unit | Nataliya Alexeeva |
| Cloud Service Provision | Provider Company | Consumer Company | Dmitriy Nikolaev |
| Enterprise Portal Provision | IT service | Production unit | Artem Vasilev |
| Email Services Provision | IT service | Production unit | Elena Sokolova |
| GitLab Services Provision | IT service | Production unit | Anna Petrova |
| SimpleOne ITSM Services Provision | IT service | Production unit | Sergey Volkov |
| Managed IT Services Provision | Provider Company | Consumer Company | Alexey Smirnov |
| Colocation Services Provision | Provider Company | Consumer Company | Dmitry Kozlov |
| HaaS Services Provision | Provider Company | Consumer Company | Mikhail Orlov |
| CDN Services Provision | Provider Company | Consumer Company | Andrey Novikov |
Agreement (slm_agreement) records define service consumers, as well as conditions for obtaining a service. In the demo data, each service has its own agreement. These agreements are used in the SLA calculation settings.
Agreements
| Contract | Agreements | Consumers |
|---|---|---|
| Workplace Provision |
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| Cloud Service Provision |
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| Enterprise Portal Provision |
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| Email Services Provision |
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| GitLab Services Provision |
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| SimpleOne ITSM Services Provision |
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| Managed IT Services Provision |
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| Colocation Services Provision |
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| HaaS Services Provision |
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| CDN Services Provision |
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Indicators
The demo data includes indicators configured for each service. The indications can be created from these indicators to assure compliance with the SLA. This helps evaluate the service quality.
The indicators are created for the Service Request (itsm_request) and Incident (itsm_incident) tables.
The commitment type is set to Resolution time for all indicators. The indicator Business duration for service requests depends on their Service, while that for incidents depends on their Impact. This period is always calculated based on the schedule selected for the indicator.
The indicators have the following conditions:
For service requests:
- Start Conditions: Service is one of the demo services with the Request type.
- Pause Conditions: State is one of Postponed, Information needed.
- Complete Conditions: State is Completed.
For incidents:
- Start Conditions: Impact is the value specified for the indicator.
- Pause Conditions: State is one of Postponed, Information needed.
- Complete Conditions: State is Completed.