SimpleOne Releases New ITSM Version Featuring a Business Impact Matrix for Objective Incident Prioritization
published at: 26 December 2025
SimpleOne, the business systems arm of the ITG corporation, has unveiled the latest version of its software, ITSM 1.19.0. The highlight of this update is a new business impact calculation matrix, a tool designed to help support teams laser-focus their attention on the problems that are most critical to the organization.
The updated system helps support specialists accurately determine the business impact of an incident by answering specific, guided questions. These criteria — such as the degree of service unavailability, the scope of the event, business criticality, or the VIP status of the requester — can be fully customized to fit a company’s unique needs. This approach removes the guesswork and subjective bias often found in manual triage, ensuring that inquiries are prioritized according to objective, organizational standards rather than relative estimates.
“A major flaw in most ITSM systems is that incident prioritization often rests on the subjective judgment of support specialists. The impact matrix changes this dynamic entirely. It allows teams to operate with truly objective criteria for business impact, which is absolutely vital for delivering effective IT services.”Andrey Vishnyakov Business Product Director at SimpleOne (ITIL® 4 Strategic Leader, Managing Professional, ITIL® Expert, ITIL® Practitioner, and VeriSM™ Foundation specialist)
In addition to the new matrix, version 1.19.0 grants service portal users greater autonomy. Requesters can now cancel or reopen their own inquiries. For example, if a request is no longer relevant, the user can close it themselves — and if the need arises again, they can return it to an active status without needing to contact the service desk. This significantly reduces the administrative load on the IT department and cuts down on redundant tickets.
The update also introduces a suite of efficiency tools for agents, including mass commenting on similar service requests and incidents. Agents can now also perform bulk processing of tasks within inquiries, such as assigning, completing, or commenting on multiple items at once. These features are designed to simplify the management of complex, multi-layered requests that involve various subtasks. Furthermore, the system now allows for the rapid creation of company-wide announcements based on existing user questions and provides expanded information about the requester directly within the inquiry forms.
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