SimpleOne ESM Service Business Process Automation Platform

Main article: Business Process Management

SimpleOne is a platform for automating the company's service business processes in accordance with the Enterprise Service Management (ESM) concept and the principle of a single record system. The presence of "boxed" (pre-configured) solutions for the departments of IT, information security, HR, AXO, legal, financial and others, allows you to reduce the time and cost of implementing the solution.

2024

Add "Traffic Lights"

SimpleOne on November 14, 2024 presented a tool for the ESM platform "Traffic Light Scorecard." It is needed to easily and clearly track the compliance of business processes with their goals and quickly respond to any deviations.

This tool combines strategic planning with operational monitoring of the achievement of the set goals. It allows you to quickly assess the status of key performance indicators (KPIs). In the "Traffic lights of indicators," the manager may fail before the record (task), which led to the formation of the value of a specific indicator. Although the tool displays both metrics and KPIs, the emphasis is on the latter, as they are critical to assessing the success of strategic objectives. It is convenient to use "traffic lights" to monitor the quality of work of employees and monitor products and services.

A "traffic light scorecard" is a visual tool. Managers can evaluate processes literally "by colors." Green color signals the achievement of goals. Yellow indicates the possibility of deterioration and requires close observation. Red warns of critical deviation and the need for urgent action. Thus, the "Traffic Lights" allow you to quickly understand the current state of services, processes, products and other managed resources.

Traffic-light scorecards "will help managers of any level see where efforts should be made and resources applied to rectify the situation. The KPIs that make up the tool are best set for teams, not individual employees. This will allow them to show some flexibility in achieving goals. "Traffic lights" are integrated into all SimpleOne products: ITSM, ITAM, SDLC, HRMS, B2B CRM. This makes the solution a key element of corporate control, "said Andrey Vishnyakov, Director of Business Products at SimpleOne ITIL 4 Strategic Leader, Managing Professional, ITIL Expert, ITIL Practitioner, VeriSM Foundation.

"Traffic-light scorecards" are based on the Balanced Scorecard (BSC) concept developed by Robert Kaplan and David Norton, as well as the SLM Chart (Service Level Management Chart) principles from the ITSM sphere. The tool is applied not only in ITSM, but also in other business areas, providing a universal approach to performance control.

Version 1.23.3 with Absences and Product Modules tables

SimpleOne has updated version 1.23.3 of its ESM platform. It offers a number of improvements to improve security, user experience, and business process management. The company announced this on October 25, 2024.

In this version, the widgets that agents use daily have become more convenient. They were adapted for different devices - smartphones, tablets and desktops. Widgets are now adjusting to screens of different sizes, which makes it easier to work with the system in mobile conditions. And administrators can choose which data to show and how. The Activity Feed has updated its event history, making it easier to respond to user requests.

The update added two tables to the ESM platform. The Absences table allows employees to record periods of leave, travel, or sick leave. Department managers can monitor and monitor information about their subordinates directly in the system. In the Product Modules table, users manage product development. They can create records for each product and track their status. A new "Offer Type" field has appeared on the service management form to manage service milestones before entering into an agreement.

The functionality of financial management has been significantly expanded. For users, new specialized roles have been added, such as Agent and Financial Responsibility Center Manager (CFO), Fiscal Agents and Managers, and roles related to Purchasing and Requirements Management. This simplifies control and separation of authority between employees by implementing structured business process management.

To make informed business decisions, it is critical that system task processing is transparent and manageable. It is for this purpose that we launched an update to the ESM platform. In addition to improvements in the visual component, we have increased the level of platform security algorithm enciphering passwords : updated from AES-128 to a more reliable AES-256, added protection against potential redirection to malicious resources, "said SimpleOne Platform Product Director. Ilya Radchenko

SimpleOne ESM 1.22.3 with the ability to configure tabulation on forms

SimpleOne extends the capabilities of the ESM platform to build and manage business applications. The company announced this on July 24, 2024.

Updated version 1.22.3 expands the Enterprise Services Management (ESM) toolkit and enhances the platform's technology base.

One important change was the expansion of the platform's ESM toolkit, which is available for use in all SimpleOne-based business applications. In particular, the following components have been added: Product Portfolio, Need Register, Purchasing Guide, Budgets, Company Costs, Financial Responsibility Centers.

These tools enable you to generate requirements, manage budgets and purchases, and capture actual costs across financial responsibility centers.

Of particular note is the product portfolio designed to store information about the company's products in the event of a product approach. Product records contain information about resources configured by the product: employees, technologies, partners, and suppliers. The product is considered as an organization resource configuration that potentially carries value to the consumer and can then be presented in the form of services that the organization provides.

Significant improvements have been made to the speed of the user interface:

• The ability to customize tabulation on forms is implemented, which provides convenient movement between elements using the keyboard. This functionality is especially useful in mass processing of tasks, when the ergonomics of working with a form is a determining factor in the performance of specialists;
• The work of widgets of the "Service Catalog" on the portal has been optimized;
• Increased flexibility of setting access rights for dynamic portal sites, which allows you to more accurately control the display of information for different groups of users;
• The ergonomics of the interface has been improved: it is possible to fix the top panel of the portal;
• Enhanced the ability to customize portals and widgets by adding attributes to portal tags.

An important technical improvement was the isolation of the context of execution of client forms. Now the scripts of both the regular form and the rem form work independently of each other, if there are several such objects on the same page. This eliminates ambiguity in the use of platform mechanisms and increases system stability.

In this update, we focused on three aspects. First, we have significantly improved the stability and transparency of the platform. Now different forms on the same page work independently, and the "Service Catalog" has become even more convenient for users. Secondly, we paid special attention to the user experience, adding a flexible keyboard navigation setting. This will significantly speed up the work of our customers with forms. We also expanded the platform's product and financial management capabilities. All these improvements, along with fixing a number of vulnerabilities, will allow our customers and partners to create even more efficient solutions based on SimpleOne, "said Ilya Radchenko, Director of Platform Products at SimpleOne.

Integration with the Ainergy AI ecosystem

The company SimpleOne on February 21, 2024 announced integration AI the tools Ainergy in its decisions.

Ainergy has developed an AI ecosystem for intelligent automation of business tasks based on cloud services of generative neural networks.

The solution is suitable for large companies and departments that need to automate workflows in various areas:

• common service center processes
• software development
• marketing processes
• customer support

We have built a scalable, high-performance platform for companies to access advanced neural network technologies. The system runs on a cloud infrastructure without consuming the computing resources of the organization. The solution is designed to automate many routine tasks, reducing the burden on employees and freeing up working time for more intelligent tasks. Plus, the solutions are that neural networks are being trained and improved, and we intend to constantly increase the functionality of the AI ecosystem to solve more and more different business problems, "said Vladimir Molodyk, CTO of Ainergy.

A distinctive feature of the Ainergy ecosystem is the end to end approach, in which the customer receives a complete solution - from the cloud computing infrastructure for machine learning to specific examples of the implementation of intelligent functions in SimpleOne boxed solutions - AI automation blocks in the workflow editor and intelligent widgets on forms.

Some examples of the use of Ainergy in SimpleOne products:

• content generation
• AI translator for communication with foreign customers
• AI assistant for filling out contact cards in CRM
• generating program codes to help develop

We see tremendous potential in combining the capabilities of the SimpleOne platform with the scale of Ainergy's neural network tools. Our customers will be able to achieve a qualitatively new level of automation of business processes. The whole idea of ​ ​ SimpleOne products is aimed at automating routine processes and redirecting the potential of each employee to more strategically important business tasks. AI tools significantly expand the possibilities in the implementation of this idea, - commented Sergey Chukanov, CEO of SimpleOne.

2023: At the heart of kanban boards to streamline workflows

Based on the SimpleOne ESM platform, a solution has been released to help work teams adhere to Kanban's best practices and maximize their effect. The SimpleOne kanban board not only visualizes the workflow, but allows you to structure and optimize it and speed up the solution of problems. The board implements the key concepts of the Kanban approach: WIP limits, paired statuses and service classes, all together ensuring the coordinated work of the team, minimizing errors and high-quality results on time. This was announced on July 27, 2023 by SimpleOne (Simpson 1).

Kanban is a lean manufacturing method that involves visualized control of task execution processes on time, concentration on work in process and elimination of bottlenecks in work processes. This approach allows you to improve workflows that have projects and tasks.

The SimpleOne kanban board is a tool for implementing the kanban approach. The board is divided into columns corresponding to the stages of the life cycle of tasks, for example, "Planned," "In Process," "Done," etc. Cards indicating specific tasks move along the board from column to column strictly from left to right as they are ready. Columns can be combined to indicate the beginning and end of a particular workflow procedure.

Unlike standard task boards and other similar solutions on the market, cards are created and moved on the kanban board automatically when the task status changes in the corresponding table records on the SimpleOne platform. The board highlights the reached card limits in columns and areas, and reflects information about cards that are blocked for moving further, if they contain additional conditions or restrictions.

Flexible no-code/low-code tools allow you to customize the appearance of a kanban board, create the required number of columns and combine them in the area, customize the display of the content of cards, as well as modify the conditions for filtering and sorting them.

Example of SimpleOne customized kanban board

The use of such a board brings the company's processes closer to the maximum compliance with the Kanban methodology and the principles of lean production.

2022: Road Map Presentation

SimpleOne on October 11, 2022 published on the partner portal a roadmap (roadmap) for the development of its platform for automating service business processes. Roadmap contains information about the planned functionality and the timing of its implementation.

The roadmap is an interactive spreadsheet with cards describing the platform changes that are planned for release. In the rows of the table, the cards are grouped by product functional domains (Service Business Solutions, User Interfaces, Development Tools, etc.) and distributed by specific modules (Indicators and Indications SLA (), Query Model Catalog, etc.). According to the columns of the table, cards are distributed depending on the planned development dates: "In operation," "Short-term," "Medium-term," "Long-term" and "Waiting pool."

The roadmap is fully implemented on its own SimpleOne platform and is based on the product backlog.

Previously, we used third-party tools to visualize, store and modify the roadmap. The problem with these tools was the difficulty of maintaining relevance and synchronization with the product backlog. Development plans change periodically, and it is rather inconvenient to quickly make the necessary changes to the roadmap - this requires either additional integration settings or manually dragging cards along the "board." The solution to this complexity was our own SimpleOne platform, which turned out to be the most convenient place to place a roadmap. All changes are made to the map automatically, responding to changes in the backlog, the management tools of which are also implemented on the SimpleOne platform. said Vyacheslav Medvedev, head of business solutions at SimpleOne.

Now users, potential customers and partners will not only be aware of how the platform is developing, but will also be able to influence this development. You can leave your vote for each card, and it will be taken into account when further planning or prioritizing the exit queue for changes.

Separate roadmaps for SimpleOne platform-based products will become available.

In order to achieve the simplicity and clarity of the roadmap, a great and painstaking work was carried out to investigate the needs of our customers and partners, as well as to segment our products into separate modules, with which you can compare the functionality already implemented and its desired improvements. Products, based on their complexity and functional diversity, are decomposed into domains, modules and individual components. We will use the developed approach not only in the roadmap, but also in our products for structuring user documentation, classifying client incidents and service requests, noted Ilya Radchenko, SimpleOne Product Director.

The SimpleOne roadmap reflects the intentions and planned steps to develop products, and also allows you to collect feedback from our customers and partners.

2020: Inclusion in the Unified Register of Russian Software

On July 16, 2020, by the decision of the Expert Council on Russian Software under the Ministry of Telecom and Mass Communications of Russia, the Unified Register of Russian Software was replenished with a corporate product of domestic development. It was the SimpleOne ESM platform. Thus, SimpleOne is now officially among the software products authorized for use in companies involving government capital.

2019: Features of the SimpleOne ESM platform

The SimpleOne ESM platform helps extend service delivery and management best practices (ITIL, VeriSM) to all of the company's service divisions. End-to-end automation allows you to unify services and get a single orchestration tool. The platform is focused on medium and large corporate and government customers engaged in the process of digital transformation.

A key feature of SimpleOne for August 2019 is the combination of three components: the ability to automate business processes using visual development tools (low- and no-code principles), modern design and a well-thought-out interface, as well as a microservice architecture that allows you to scale under the load of large corporate clients.