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SimpleOne ESM

ESM-system for digitalization and automation of service business processes of the company and Common Service Centers (CSCs)

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The solution is already in use

Value of ESM platform for business

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Improving operational efficiency

Automation frees up resources for business development. Alfa Leasing reduced application processing time by 33%, payback in 7 months, ROI 133% in 5 years by automating 10 divisions

Harmonization of service processes

Standardization ensures predictability and quality of services. Auchan united IT and logistics of 230 stores on a single platform, doubling the number of users

Increasing employee and customer satisfaction

Fast resolution of queries improves service. Monetka migrated to SimpleOne from ServiceNow in 3 months, supporting 1900+ stores for 7500 employees with no loss of productivity

Improved interaction between departments

Single platform removes information barriers. Systeme Electric consolidated 10 divisions into a digital window: 95% satisfaction, 55,000 applications/year

Group 30625

Improving operational efficiency

Automation frees up resources for business development. Alfa Leasing reduced application processing time by 33%, payback in 7 months, ROI 133% in 5 years by automating 10 divisions

Harmonization of service processes

Standardization ensures predictability and quality of services. Auchan united IT and logistics of 230 stores on a single platform, doubling the number of users

Increasing employee and customer satisfaction

Fast resolution of queries improves service. Monetka migrated to SimpleOne from ServiceNow in 3 months, supporting 1900+ stores for 7500 employees with no loss of productivity

Improved interaction between departments

Single platform removes information barriers. Systeme Electric consolidated 10 divisions into a digital window: 95% satisfaction, 55,000 applications/year

Key features of the ESM platform

Ready-made tools for the digital service model

The platform inherently contains all the necessary components to run internal services: service management, composite SLAs, catalogs, tasks, approvals and configurations - without buying and configuring third-party modules

Ready-made tools for the digital service model

The platform inherently contains all the necessary components to run internal services: service management, composite SLAs, catalogs, tasks, approvals and configurations - without buying and configuring third-party modules

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Automating end-to-end processes to create integrated services

ESM provides a unified architecture for the execution of end-to-end processes, with multiple functions involved. It eliminates manual interfaces, integrates tasks into a common itinerary, controls deadlines and roles - all within a single model

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Quality management through SLA and KPIs

Processes are processed according to specified SLAs with automatic control of deadlines and deviations. KPIs are visualized, analyzed and become a tool for manageability at the level of the division and the whole company

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A single technology framework instead of a zoo of solutions

The platform is based on a low-code platform, which allows you to automate most processes without contractors and without sprawling IT landscape. Instead of multiple unrelated systems - one flexible environment for development, support and scaling of service scenarios

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Ready-made tools for the digital service model

The platform inherently contains all the necessary components to run internal services: service management, composite SLAs, catalogs, tasks, approvals and configurations - without buying and configuring third-party modules

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ESM platform tools

Comprehensive solution for enterprise service management

Holistic management of services and their lifecycle

Enables you to build a managed ecosystem of enterprise services with full service descriptions, related, multi-tier SLAs, processing routes and technical dependencies.

Catalog and portfolio of business services
Separation of external and internal specifications by role
Binding to CMDB and fulfillment metrics
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Service portals

A unified entry point for employees, customers and partners. The solution reduces the number of support calls and increases the transparency of service functions' interaction with users.

Create an unlimited number of customized portals for different departments and audiences
Support for knowledge base, flexible approvals and user profiles
Automatic request routing
Scale to fit any service function

Resource and performance management

Provides tools to plan, coordinate and evenly distribute workload within the team.

Help coordinate teams, account for labor costs, and speed up request processing
Personal scheduling, autodistribution of tasks
Time tracking and costing

Traffic light balanced scorecards

A tool to visually manage metrics, KPIs, and goals across any business unit by tracking any object in the system.

Allows you to create summary dashboards with color-coded indication of achieved values and quickly identify deviations
Based on the balanced scorecard methodology
Supports drill-down detailing for each indicator

Centralized management of requests and incidents

Collection and processing of requests through all channels in a single system. Control of SLA compliance, compliance with regulations and completeness of feedback from the user is ensured.

Categorization of requests including AI-tools
SLA/OLA support
Escalations
Multichannel integration (portal, API, e-mail, chat)

Common knowledge base

Creates a single source of information for the entire organization, accelerating problem solving and supporting continuous employee learning.

Relevance and version control
Publishing knowledge by role and line of business
Intelligent search and recommendations with AI tools

Automation of routine processes

Allows formalizing and automating repetitive business operations without involving developers. Eliminates dependence on the human factor and increases process stability.

Visual workflow designer
Ready-to-use templates for approvals and procedures
End-to-end AI integration across all workflows
Automatic task assignment and escalation
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Configuration Management (CMDB)

Adaptive digital model of the entire infrastructure: from assets to configuration units used in ITSM

Transparently captures relationships, configurations and change history for reliable service management
Unlimited hierarchical structure
Built-in scalability and integration with ITSM, ITAM, HRMS, etc.

Application in various departments

IT services

Incident and problem management
Change and Release Management
IT access control
IT service cost and SLA management

HR

Onboarding and offboarding automation
Personnel documentation management
Business trips, vacations, calculation of working hours

Finance

Cost and bill payment management
Debt and corporate card control
Budgeting and asset accounting

Administration Department

Facility access management
Logistics and property management
Maintenance and repair requests

Procurement

Procurement planning
Contractor verification and approval
Requisition and delivery management
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IT services

Incident and problem management
Change and Release Management
IT access control
IT service cost and SLA management

HR

Onboarding and offboarding automation
Personnel documentation management
Business trips, vacations, calculation of working hours

Finance

Cost and bill payment management
Debt and corporate card control
Budgeting and asset accounting

Administration Department

Facility access management
Logistics and property management
Maintenance and repair requests

Procurement

Procurement planning
Contractor verification and approval
Requisition and delivery management
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Feedback on the SimpleOne ESM system

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By creating Service Desk on the SimpleOne platform, we got a modern, flexible and scalable solution, which is not only adapted to our requirements for service efficiency, but also serves as a reliable base for launching new services and further scaling up

Sergey Kuznetsov

Director for work with corporate clients Cloud.ru

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Instead of highly specialized HR programs, Servionics chose the ESM platform SimpleOne, which allows digitalization of all the company's service processes and linking them in a single system. The next stages of the project development will be the work on processes within the economic, IT and legal directions

Tatiana Kobzeva

Head of Human Resources at Servionics Company

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Almost any business process can be automated on the SimpleOne platform. It includes all the necessary tools to customize the system for specific requirements or to create the necessary elements from scratch. Open API, visual editor of business processes, extension of Low-code functionality with JavaScript, support for widgets, good opportunities to import data from structured text, scripts - incoming mail handlers - everything you need to independently develop your own configuration

Roman Naumov

Complete Project Manager

SimpleOne platform design

A single platform for digital business transformation

Specialized solutions: ready-made applications for key business functions ITSM, HRMS, ITAM, SDLC, B2B CRM

Off-the-shelf components: General business automation tools and tools for implementing a service approach

Development tools: Low-code platform for rapid customization and automation

SimpleOne platform is a constructor for fast self-development of business applications without vendor involvement.

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A single platform for digital business transformation

Specialized solutions: ready-made applications for key business functions ITSM, HRMS, ITAM, SDLC, B2B CRM

Off-the-shelf components: General business automation tools and tools for implementing a service approach

Development tools: Low-code platform for rapid customization and automation

SimpleOne platform is a constructor for fast self-development of business applications without vendor involvement.

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Integration capabilities

Creation of a unified information space

Rich well-documented API
Transform Maps tool for customizing data import
Ability to import and export data in various formats
Ability to seamlessly integrate with telephony, ERP, EDI, RPA and BI systems

Creation of a unified information space

Rich well-documented API
Transform Maps tool for customizing data import
Ability to import and export data in various formats
Ability to seamlessly integrate with telephony, ERP, EDI, RPA and BI systems

Cases of SimpleOne ESM implementation

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