The SimpleOne platform is based on a single technological foundation, above which is an ESM layer with reusable tools for automating service processes. The Kazakh corporate automation market is moving in the same direction as the global one: companies are no longer assembling processes from separate “boxes” for IT, HR or finance and are moving to a single platform that covers all service functions at once. SimpleOne ESM was initially designed as a single platform that allows you to combine any business processes on one technological core, from the classic Service Desk to the full automation of services from another department. Andrey Vishnyakov, director of business products at SimpleOne (ITG Corporation), ITIL 4 Master, ITIL 3 Expert, Practitioner, author of RITM, talks about what is behind the market trends and what opportunities the platform provides. Fragmentation of systems is a direct path to a “silo culture”, when HR, lawyers, accounting and IT sit in their tools, lose the big picture and begin to solve problems bypassing corporate systems, through shadow IT. Every interface between systems is a hidden integration support cost that rarely makes it into the original budget.
project. In Kazakhstan, this general problem adds its own specifics. A large number of companies have historically built their IT processes on their own home-written solutions: at the start it was logical - there were no ready-made inexpensive tools at hand, and you could customize your system to suit yourself however you like. The problem manifests itself later, when the development of your own system is tied to one or two people, when they leave, understanding of the logic of the code is lost, the documentation usually does not keep up with changes, and any new function requires, in fact, writing a new piece of the system. The company continues to spend its budget on support and improvements, but receives neither speed nor flexibility in return - the platform does not grow along with the business, and the business adapts to the limitations of the platform. Large Western ESM/ITSM systems solve the problem of flexibility, but create another: the cost of licenses, integrations and support is designed for budgets of a completely different order, is tied to currency and requires constant interaction with a foreign vendor. As a result, we need a platform that is affordable and affordable in terms of customization options. At the same time, it is necessary not to miss the market trend on ESM, where the value for the consumer is at the center.
ugh, be it a leave request from HR or purchasing equipment through IT. The trend is reflected both in the methodological design of business processes and in the architecture of automation platforms - modern solutions are designed as service platforms from the very beginning, where ESM is the base layer, and not a superstructure on top. At the base of the SimpleOne platform is a single technological foundation, above it is an ESM layer with reusable tools for automating service processes, and above that are ready-made business applications for specific departments. There is also an end-to-end layer of GenAI tools. Due to this architecture, the logic does not need to be reassembled for each department: once configured processes are scaled to the entire company, and without purchasing a separate license for each new module. The platform architecture allows you to quickly make changes to business processes and get rid of disparate tools. SimpleOne ITSM is one of the ready-made business applications based on the SimpleOne platform. The solution allows you to use ITIL 4 best practices to manage IT services out of the box, so teams of any maturity level do not need to build processes from scratch. The platform contains the entire standard set of ITIL processes: - Managed
The portfolio and catalog of services provides a structured description of all services: support for the full life cycle of services from design to archiving; convenient access through the service portal; single window for service consumers. SimpleOne Interface: Portfolio and Service Catalog Management - Change Management ensures timely implementation of changes while reducing operational risk and minimizing disruption to IT services, including by grouping requests into packages to plan complex implementations. SimpleOne Interface: Change Management - Case, Infrastructure and Significant Incident Management minimizes the impact of outages and restores services through omnichannel capture of calls - from routine to significant incidents. SimpleOne Interface: Incident Management - Service Request Management ensures consistent quality of service by efficiently processing typical requests through a catalog, decision matrix SimpleOne Interface: Service Request Management - Problem Management reduces the likelihood of reoccurrence of incidents by eliminating their root causes. SimpleOne Interface: Problem Management
and known errors - Event management and monitoring allows you to monitor system stability and performance, identifying anomalies before they become an incident. SimpleOne interface: event management and monitoring - User issue management classifies employee requests for further processing, creates a single entry point for all requests. We should also highlight the AI assistant on the self-service portal, which allows the employee to describe the problem in natural language. Having received a request, the system itself determines the required process or department, finds the answer in the knowledge base, or performs a standard action such as resetting a password - this removes part of the load from the first line without expanding the staff. At the same time, SimpleOne ITSM, like any other business application based on the platform, can be connected with other solutions. For example, the integration of ITSM with the ITAM business application allows you to link incidents to specific IT assets, and the connection with the SDLC automatically transfers a bug recorded in the Service Desk to the development backlog. If in ITSM there is only one service provider, then ESM extends the same logic to the entire organization: in SimpleOne, HR and finance have their own portfolio of services.
ns, lawyers, procurement, administration and any other department. A single platform eliminates barriers between them without purchasing additional modules. The central block of this level is value stream management, which includes a complete description of services, multi-level SLAs, and dependencies between services. The platform supports working with several service providers simultaneously, including external contractors - this is relevant for companies that actively work with outsourcing and want to see contractors in the overall service management loop, and not separately from it. Configuration management database (CMDB) is built on the extensible data model (REM) and gives each department - IT, security, logistics, HR - the ability to maintain their own configuration item models with their own attributes. At the same time, the administrator does not need to ask developers to change the database schema or write SQL migrations: everything is configured through the visual designer. SimpleOne Interface: Configuration Management (CMDB) The ESM platform's service portal serves as a single entry point for employees, clients and partners, and the platform allows the deployment of an unlimited number of separate portals for different audiences. AI assistant
, trained at the ITSM level, due to a single architecture, is distributed to the entire back office without re-development: the same interface is suitable for questions about vacation, travel allowances or agreement approval - the system itself routes the request to the desired process. Chat with an AI assistant on the self-service portal The same level includes performance management tools - traffic light balanced scorecards (TBSC), a WTM module for recording labor costs and distributing workload in teams, as well as basic administrative modules: tasks, finances (budgets, financial statements, procurement), knowledge base, contracts and organizational structure of the company. In SimpleOne, generative AI operates as an end-to-end platform layer, sharing the same platform permissions and data. Ready-made tools - OCR, auto-filling cards (Smart Filling), text classification and summarization - are connected directly to the process designer (workflow). For tasks that cannot be put into one algorithm in advance, AI agents are used: unlike rigid workflow, they themselves determine which tools and in what order to use for a specific situation. You can configure such an agent through the Low-code constructor (built-in agent
is added as a ready-made block to the process) or through a dialog interface, simply describing the task in words - both ways do not require the constant presence of the developer. No-code workflow designer with ready-made blocks for intelligent automation An important point for sensitive data - personal, financial, medical: GenAI components can be deployed entirely in the customer’s infrastructure, without uploading data to external clouds. Technology platform: rapid development without a ceiling All SimpleOne products stand on the same technological foundation - a set of tools that are reused by all platform applications. The company does not buy a fixed set of functions, but receives a constructor that grows along with business tasks, without changing vendors and without rebuilding the system from scratch. Development is built on four levels in one environment: 1. No-code - speed: the analyst and process owner collect data models, forms and statuses through drag-and-drop, without the participation of programmers. 2. Low-code - flexibility for the implementation team: scripts and rules configure business logic and non-standard approval rules above the No-code layer. 3. Pro-code - removing complexity restrictions: developed
Customers' customers receive a complete environment for their own interfaces, end-to-end integrations and batch replication of changes. Pro-code is written in standard JavaScript rather than a proprietary language, which lowers the barrier to entry for hiring developers. 4. SimpleGen is an AI tool that generates code and configuration based on a text description of the task and immediately deploys changes on the bench. All layers operate on a common data model, so a solution started by an analyst in No-code can be gradually developed into a production Pro-code application without data migration and security re-negotiation. For companies that already have an internal development team, this means that accumulated expertise can be redirected to developing the platform instead of fixing fragile legacy code. Analytics is built on the same report and dashboard designer with support for drill-down, filtering and printed forms - data is taken from the same model as operational processes, without a separate ETL layer. REST, AMQP and gRPC are available for integrations, and MID-agent ensures work with the customer’s internal infrastructure without the need to open ports to the outside; There are ready-made connectors for 1C, Active Directo
ry and corporate messengers. Tools for operational analytics and reporting For Kazakh businesses, SimpleOne solves two typical market problems at once. The first is the dead end of self-written systems: instead of endlessly supporting fragile legacy code and losing expertise when developers leave, the company receives a platform with No-code, Low-code and Pro-code tools, where functionality can be developed on its own - cheaper and faster than maintaining something written from scratch. The second is the inaccessibility of expensive Western ESM systems: the platform is purchased on reasonable terms once, and then almost any automation is built on it - from the first Service Desk to full business coverage - without purchasing new expensive licenses for each subsequent task. At the same time, the effect of switching to ESM can be measured: according to the SimpleOne methodology, for a company with 600 employees, the optimization potential is from 15.5 million tenge per year, and for a holding with 7,000 employees - from 117.8 million tenge per year (calculated at the rate of approximately 5.33 tenge per ruble at the time of publication). You can evaluate the potential effect for your company yourself in the public calculator of the economic value of implementing ESM on the SimpleOne website. Kaspi Gold t
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