Serena Software Launches New IT Service Management Solution
September 26, 2011
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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.

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