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Version: 1.10.1

ITSM Help

The SimpleOne IT 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. All of the SimpleOne ITSM practices and solutions are aligned with the ITIL Practice Service Configuration Management.

This section of the SimpleOne documentation provides instructions for configuring and using the ITSM solution, which includes setting up your services, IT 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.

Getting Started


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 your system, more in-depth information is provided in the next articles.

General Concepts and Procedures


This article describes general concepts and procedures that apply to various ITSM entities.

Service Portfolio 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 the services storage.

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.

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 manage SLAs.

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


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


Problem management involves identifying and analyzing unknown errors that cause incidents, which helps prevent similar incidents from occurring in the future. By managing problems, you ensure that an unknown root cause of an incident becomes a known error and is recorded into the Known Error Database (KEDB).

Configuration Management


Configure the set of services according to your business needs. From this article, you will learn about the Configuration Management Database (CMDB) structure, configuration items, and more.

Monitoring and Event Management


Event management involves the creation of events, such as of type "warning" and "exception," for the purpose of collecting and analyzing numerous relevant events. As a result of event management, infrastructure incidents and other records can be created.

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.