Service Desk software for IT and other departments
Your support team gets ready-made processes for incidents, requests and changes, while HR, legal and procurement handle requests on the same platform.
Market leaders choose SimpleOne
Service Desk software capabilities
Automation of reception of appeals
Contacting the Service Desk via omnichannel communication environment (self-service service portal, telephone, e-mail, messengers)
Automation of processing of appeals
Classification, prioritization and escalation of requests. Ability to create requests based on user messages. Transfer of requests to the 2nd support line and other specialized departments
Automation of mass notifications
Promptly informing IT service consumers about incidents affecting many users, about routine and urgent work, about changes in the functionality of the services provided, about the launch of new IT services
Monitoring the availability of services
Operational monitoring of the current state of IT services for the purpose of early detection of infrastructure incidents
Automation of reception of appeals
Contacting the Service Desk via omnichannel communication environment (self-service service portal, telephone, e-mail, messengers)
Automation of processing of appeals
Classification, prioritization and escalation of requests. Ability to create requests based on user messages. Transfer of requests to the 2nd support line and other specialized departments
Automation of mass notifications
Promptly informing IT service consumers about incidents affecting many users, about routine and urgent work, about changes in the functionality of the services provided, about the launch of new IT services
Monitoring the availability of services
Operational monitoring of the current state of IT services for the purpose of early detection of infrastructure incidents
What tickets Service Desk handles
Incidents
Outages and errors that stop people from working.
| User and infrastructure incidents |
| Automatic prioritization based on a priority matrix |
| Major incidents: swarming sessions via Telegram |
| SLA tracking that shows the remaining business hours |
Requests and service catalog
Access, equipment, software — through the service catalog.
| Request logging via the self-service portal, agent interface or email |
| Automation of standard requests |
| Complex requests involving several departments |
| Service catalog available through the self-service portal |
Changes
Planned work on IT infrastructure, so that changes don't cause new outages.
| Change schedule for planning work |
| Approval path depends on the risk level: from local approval to the Change Advisory Board (CAB) |
Problems
Root causes of recurring incidents, not just their consequences.
| Root cause identification and elimination |
| Known error database with workarounds |
| Linked to the knowledge base |
Advantages of the solution
Fast deployment and scalability
Incidents, requests, changes, issues, SLAs and CMDBs, self-service portal - all key ITIL processes are ready at once. Speed of implementation and high automation from day one.
Intuitive UX/UI for user-friendly operation
An intuitive interface with drag-and-drop settings, visual dashboards and built-in editing makes Service Desk management easy. Reduce labor costs, speed up task completion and minimize training time
Ready-made service tools
SimpleOne is not just a Service Desk, but a ready-made ESM platform. You get service tools (CMDB, service portal, tools for metrics and KPI management, etc.) for all departments, significantly reducing the total cost of ownership.
Low-code/No-code flexibility
Create and adapt processes without programming. The low-code technology platform reduces development costs and allows you to change the logic in just a few minutes.
Fast deployment and scalability
Incidents, requests, changes, issues, SLAs and CMDBs, self-service portal - all key ITIL processes are ready at once. Speed of implementation and high automation from day one.
Intuitive UX/UI for user-friendly operation
An intuitive interface with drag-and-drop settings, visual dashboards and built-in editing makes Service Desk management easy. Reduce labor costs, speed up task completion and minimize training time
Ready-made service tools
SimpleOne is not just a Service Desk, but a ready-made ESM platform. You get service tools (CMDB, service portal, tools for metrics and KPI management, etc.) for all departments, significantly reducing the total cost of ownership.
Low-code/No-code flexibility
Create and adapt processes without programming. The low-code technology platform reduces development costs and allows you to change the logic in just a few minutes.
Effect of Service Desk implementation
Increasing employee productivity
Increased labor productivity and satisfaction of technical support specialists through automation of manual operations
Improving the quality of IT service delivery
Improving the quality and speed of processing appeals through centralized recording, control and compliance with target standards
Increasing user satisfaction
Increasing customer satisfaction with IT services by providing a systematic approach to building communications
Expand your automation capabilities with apps and integrations
SimpleOne ITSM has REST API integration capabilities with a large number of systems, as well as messengers, mail and chatbots
See other products
Seamless integration with SimpleOne products
Expand your automation capabilities with apps and integrations
SimpleOne ITSM has REST API integration capabilities with a large number of systems, as well as messengers, mail and chatbots
See other products
Seamless integration with SimpleOne products
What our clients say
It is important that SimpleOne allows us to develop and scale the system independently: we plan to connect new branches to it, as well as to automate IT and business processes that were not included in the scope of the implementation project on the basis of the platform. Our users also note the convenience of the new Service Desk system - now an employee can report a problem within "one window", including via his smartphone
Maxim Egorov
Director of DIT of Detsky Mir Group of Companies
We have a modern, flexible and scalable solution that is not only tailored to our service efficiency requirements, but also serves as a reliable base for launching new services and further scaling up
Sergey Kuznetsov
Director for Corporate Clients at Cloud.ru
We like the system, its features, and that we can do almost anything we want in it. We were looking for a system that could not only maximize our user experience, but also improve it, and we found it. During the entire time SimpleOne has been in use, we have not received a single negative feedback from users. The system is made as comfortable and clear as possible
Artem Lemeshev
Leading specialist for IS operation at Moskvich Plant
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From ITSM to ESM: Why a Platform's Data Architecture Dictates Success in Scaling Corporate Services
4 Signs It's Time to Replace Your ITSM System
Integrating ITAM and ITSM: A Strategic Necessity for Modern Business
What Service Desk pricing depends on
Pricing and implementation timeline are set by a SimpleOne implementation partner after reviewing your requirements. Fill in the form at the bottom of the page — we will pass your request to a partner, who will prepare an estimate.
Processes and departments
Request intake and handling only, or the full set of ITSM processes. HR, finance and facilities can join the same system.
Number of agents
Employees who handle requests. People who only submit requests do not need a license.
Cloud or your own servers
SimpleOne ITSM runs in the cloud or on your own servers (on-premises).
Integrations and migration
Email, messengers, other systems via REST API, and data migration from your current ITSM tool.