SimpleOne ITSM (IT Service Management)

Main article: IT Service Management (ITSM)

SimpleOne ITSM (IT Service Management) is a solution for automating IT processes. The system allows you to optimize the work of the IT department and the Service Desk service .^[1]

2025

SimpleOne ITSM 1.18.0 with the ability to group change requests into packages

SimpleOne released version 1.18.0 of the automation system IT-processes. ITSM The update includes the functionality of grouping change requests into packages, improved forms of infrastructure incidents with the display information of the service owner, and an extension of the preview of change requests by fields for planning. SimpleOne announced this on September 11, 2025.

The SimpleOne command added the ability to group change requests into packages that combine multiple change requests into a single group. The system automatically determines the status and closing code of the package based on incoming requests and sends notifications when assigning persons responsible. Administrators get a single point of control to track progress and coordinate teams. Automatic status updates prevent manual work when planning complex changes. Additionally, the team expanded the preview form for change requests by planning fields.

Developers have also improved the form of infrastructure incidents by adding a display of service owner information that helps support professionals identify faster who can be contacted for information needed to resolve the problem. Users of the service portal can now specify steps to reproduce the incident, which speeds up diagnostics and improves its quality.

{{quote 'For ITG Corporation and for me personally, SimpleOne is a venture capital project with great growth potential. The company is developing as an ecosystem product that meets customer demands and meets key market trends. Regular updates keep solutions up-to-date and enhance their value. New ITSM functionality with change packages will help IT teams plan and coordinate end-to-end implementations. This is relevant for large organizations, where dozens of interconnected processes are simultaneously implemented, and automation becomes a necessary condition for stability, "said Dmitry Gachko, founder of ITG Corporation and IT PARK RUS Technopark. }}

Version 1.17.0 with enhancements for Support Agents

SimpleOne introduced version 1.17.0 of the ITSM system on July 31, 2025. The update includes reclassifying cases, automatically translating data from parent incidents to child incidents, and automatically completing cases without an applicant's response.

The case reclassification mechanism will allow support agents to recast erroneously created incidents into service requests and vice versa, without losing information. In version 1.17.0, you can convert an incident to a service request and vice versa via the UI action on the form. The system automatically creates the correct type of case, transfers all data, including attachments, closes the original case and sends a notification to the applicant, which saves agents time.

To optimize incident management, the SimpleOne team added automatic data translation. The system automatically translates related issues, changes, knowledge base articles, and known errors from the parent incident to all children. When updating data in a parent incident, the changes are applied to all related records.

The automatic termination mechanism eliminates the problem of accumulating cases without applicant activity. The system ends incidents and requests automatically after a configurable period of time after the applicant's last response. For example, the appeal will close after 3 days if the applicant has not provided the requested information. The number of days and working calendar for period calculation are defined in the system properties.

In addition to the main functionality, the update includes redesigned portal forms for submitting questions and incident reports with a new data structure. It also fixes problems with access to the Tracking List field and the looping of notifications when you add comments.

Version 1.17.0 is already available for existing customers of the company. New users can request a product demo on the SimpleOne website.

Version 1.15.0 with Quick Replies widget

SimpleOne has released an ITSM system update version 1.15.0. The added functionality is the Quick Answers widget, which allows technical support specialists to use templates to speed up case processing. The company announced this on April 16, 2025.

With the Quick Replies widget, support agents can quickly insert prepared text not only in the activity feed, but also in any text field, for example, in the Solution Information field, to save time entering typed information. Widget functionality includes searching by categories and ready-made answers, adding frequently used choices to favorites, and supporting templates with automatic substitution of values ​ ​ through the dot-walking mechanism. Users can customize multiple instances of the widget on the same form to work with different fields.

We are constantly improving the product, striving to make the work of service support specialists as convenient as possible. The Quick Answers widget is a tool that will significantly reduce the time spent processing incidents, service requests and any other tasks and ensure consistency of communication. As a result, customers will be able to increase both the performance of support teams and the quality of user service, - said Andrey Vishnyakov, director of business products at SimpleOne.

SimpleOne ITSM 1.14.0 with mail processing from monitoring systems

SimpleOne updated the SimpleOne ITSM product to version 1.14.0 and added mail processing from monitoring systems. In addition, the vendor has improved the logic for classifying service requests, improved the logic for linking child and parent incidents, made improvements and corrections to the logic for working with change requests. The company announced this on March 11, 2025.

In the updated version of SimpleOne ITSM, the vendor has supplemented the monitoring event management module with the functionality of creating events from mail messages. This change significantly expands the scope of the possible application of the monitoring event processing mechanism. SimpleOne has added a new type of monitoring source - "Letters," which allows you to receive messages from monitoring systems that do not support sending JSON. To use letters as a monitoring source, the client needs to set up mail parsing and prepare data based on them in JSON format for further processing by the system in the additional step of the wizard to create a new monitoring source.

In addition, in the updated version, it became possible to classify a service request by service, which is especially convenient when a complex hierarchy of parent and subsidiary services is present in the "Service Catalog." To do this, the vendor added a new field "Basic Service" to the service request form. If it is filled in, only those values with the same basic service as the specified value will be available for selection in the Service field. If the Basic Service field is blank, all values in the catalog are available for selection in the Service field.

Another improvement was the refinement of the logic of linking parent incidents to daughters for more convenient mass processing of incident records on a single event. The changes affected the verification of the planned dates of izmeneniye​ requests. Vendor has added to the change requests a check of the Planned Date/Start Time and Planned Date/End Time fields against the time frames of the change tasks associated with the current request. This functionality will allow change managers to plan more efficiently for queries.

{{quote "The added functionality of SimpleOne ITSM with each release improves the user experience and expands the scope of the product to automate business processes. Every update to our solutions is a reaction to growing demand. We are interested in the constant improvement and development of SimpleOne ITSM to scale the product, - said Andrey Vishnyakov, Director of Business Products at SimpleOne, ITG Corporation. }}

2024

Why SimpleOne ITSM is becoming the leader among IT solutions in Russia

Serious changes are taking place in the Russian market of ITSM systems. The departure of foreign vendors forced companies to look for alternatives to familiar solutions, but organizations face a deeper challenge: existing approaches to automating IT services do not meet modern business requirements. IT departments are overwhelmed with a growing flow of calls, integration with new communication channels requires complex improvements, and the connection of branches and external partners turns into a multi-month project.

At the same time, the tasks facing IT services go far beyond the classic Service Desk. Modern business requires not just processing applications, but comprehensive automation of all service delivery processes - from incident and change management to service quality control. In this article, we look at how the next-generation SimpleOne domestic ESM platform [1] helps overcome the technological limitations of classic ITSM systems and create a reliable basis for developing a service approach throughout the organization. Read more here.

Add Complex Change Planning Tool

SimpleOne released an updated version of its SimpleOne ITSM product for IT service management on April 17, 2024. The main change was the tool for planning complex changes, which greatly simplifies the organization of work on the implementation of large-scale and complex transformations in the IT infrastructure of customers.

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Фото: SimpleOne

In this version of SimpleOne ITSM, a special widget "Change Planning" has appeared, which allows you to configure the sequence and relationship of tasks for different stages of the change management process. Specialists can now easily decompose work on the preparation, implementation, validation and rollback of complex changes, track their status and coordinate the actions of many performers.

The capabilities of this tool include creating sequential task chains, moving tasks and entire chains between stages, canceling and restoring completed tasks, visual indicators of the status of work at each stage, and searching and filtering tasks by different fields.

In addition, SimpleOne ITSM has improved the functionality of change request templates. When you create a template from a closed query, the associated task templates are now automatically generated with the correct relationship population. This allows you to apply proven change management schemes, saving time for manual configuration of implementation steps.

The long-awaited integrated change planner is designed to simplify the organization of major changes in the IT infrastructure of our customers with the involvement of many performers. Now agents, change managers and other process participants can more effectively decompose tasks, control their execution and coordinate the actions of specialists, - explained Andrey Vishnyakov, owner of the ITSM product, director of business products SimpleOne, ITIL SL, MP, Expert.

2022: Introduction of the Event Monitoring and Management module

SimpleOne announced on November 7, 2022 that the ITSM system was supplemented with functionality for monitoring and managing events. The Monitoring and Event Management module that appears automatically monitors events in the system, and also screens out events that do not require a response, which allows support specialists to focus only on those events that may affect the quality of services provided.

Illustration: freehelp24.ru

The tools of the module allow you to flexibly configure various rules for responding to events, as well as accumulate and correlate events in order to create infrastructure incidents and any other records in the system. As a result of event processing, the system can perform various pre-configured actions and use the anti-rebounding false incident protection mechanism, providing ample opportunities for solving problems.

The module allows you to integrate SimpleOne with any active monitoring system (AMS) that supports REST API integration to monitor system stability and performance.

The module allows you to flexibly configure reactions to events in the ITSM system itself. In addition to its direct function on the deliberate formation of infrastructure incidents, the Event Management module will allow you to gain more value from other ITSM practices applied in combination: problem management, change management (service mode management during changes), access and downtime management, indication of operational state on the graph with a resource service model and automation of any other actions depending on the options for events. commented Andrey Vishnyakov, Director of Business Products SimpleOne, ITIL SL, MP, Expert.

The functionality of the Event Monitoring and Management module will allow you not only to keep abreast of events that affect the quality of service delivery, but also to forget about spam incidents that distract support specialists, and focus only on those events that require attention.

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