SimpleOne ESM
ESM-system for digitalization and automation of service business processes of the company and Common Service Centers (CSCs)
The solution is already in use
Value of ESM platform for business
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
Key features of the ESM platform
Ready-made tools for the digital service model
Automating end-to-end processes to create integrated services
Quality management through SLA and KPIs
A single technology framework instead of a zoo of solutions
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 |
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 |
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
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.
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 |
