Serena Software launched Serena Service Manager to help organizations close the gap between application development and IT operations.
Serena Service Manager is a brand new solution that provides the industry an easily configurable and flexible process-based approach to delivering IT services, along with a unified service portal and integrated service dashboards.
Built on the experience of 300 worldwide customers already using Serena products to orchestrate IT services, Serena Service Manager syncs people, processes and services to improve overall visibility into incidents, problems and changes, increase customer satisfaction and drive down service desk costs.
Serena Service Manager leverages a process-based approach. Linking people with process in orchestrated service management, Serena tackles the current challenges around flexibility, visibility and usability inherent in legacy ITSM solutions. With Serena Service Manager – which can be deployed from the cloud or on-premises – IT organizations can lower Total Cost of Ownership (TCO) for their service desk solutions and speed up issue resolution with full visibility across the service lifecycle. This improves user satisfaction and reduces “backdoor” requests to IT for support by providing a unified, easy-to-navigate end user service request portal.
The new Serena Service Manager solution offers:
A Flexible, Process-Based Approach: Serena Service Manager provides customers with service management processes that encapsulate ITIL best practices. Customers can graphically change these processes to match their unique way of addressing constantly changing business demands – without having to rely on an army of vendor consultants. Intuitive, easily configurable forms and screens result in a lower learning curve and improved agent productivity.
Integrated Visibility: The new ITSM solution provides an integrated Configuration Management Database (CMDB), which provides greater control over infrastructure changes by delivering contextual information that speeds incident and problem investigation. Timely, contextual reports about the process, audit trails, and ITIL-based service desk metrics also ensure IT organizations get visibility across the service delivery lifecycle.
A Single, Friendly End User View: Serena Service Manager gives business users a single view of all the services available to them through a unified service request portal and service catalog. They can easily order services, track the status of their requests and have knowledge base articles proactively suggested to them as they submit tickets, thereby reducing service desk call volumes and the number of times users bypass Level 1 agents.
The Latest
Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...
IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...
Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ...
In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...
In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...
In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...
In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...
Today, organizations are generating and processing more data than ever before. From training AI models to running complex analytics, massive datasets have become the backbone of innovation. However, as businesses embrace the cloud for its scalability and flexibility, a new challenge arises: managing the soaring costs of storing and processing this data ...