Serena

Serena Service Manager

A Flexible Process-Based Approach To Orchestrating IT Service Management
Serena Service Manager is the only offering that leverages a process-based approach to orchestrating service management and that tackles the current challenges around flexibility, visibility, and usability inherent in traditional ITSM solutions.

How does it differ from the complex packaged applications and custom-built solutions of old?
Unlike these silo-ed solutions that are difficult to use, expensive to maintain, and provide limited visibility across the service delivery lifecycle, Serena Service Manager draws on the power of a process management platform at its core to provide you with the following benefits:

1. Reduced total cost of ownership (TCO) as your processes can be easily configured to match the way you deliver a breadth of new services
With traditional ITSM solutions, the process logic is hard coded within the application itself. With Serena Service Manager, you can graphically change processes to match the way you deliver services. Your team can easily configure forms and screens that result in a lower learning curve and improved agent productivity. Over 300 of our customers have leveraged the underlying process platform to automate processes within and outside the IT realm thereby lowering the total cost of ownership (TCO) of the solution. In addition, we provide flexible solution deployment options - both on premise and in the Cloud - and the ability to seamlessly transition from one environment to the other.

2. Full visibility across the integrated IT service delivery lifecycle that cuts resolution times
Serena Service Manager lets you visually track incidents through to resolution. An integrated Configuration Management Database (CMDB) provides greater control over infrastructure changes by delivering contextual information that speeds incident and problem investigation. With access to timely, contextual reports about the process, audit trails, and ITIL-based service desk metrics, your team is no longer “flying blind.”

3. Improved user satisfaction and agent productivity with a centralized service request center
With Serena Service Manager, your users have a single view of all the services available to them through a portal. They can easily track the status of their requests, have knowledge base articles proactively suggested to them as they submit tickets, and view the most requested services which reduces service desk call volumes, reduces the number of times your users bypass your Level 1 agents, and improves their perception of IT.

The Serena difference
With Serena Service Manager, you can start with a set ITIL-based out-of-the-box applications that can then be rapidly tailored to meet the specific needs of your organization - either on premise or via a software-as-a-service (SaaS) environment. Use powerful, process-aware Key Performance Indicators (KPIs) and reports to then uncover bottlenecks and attack areas of high cost. Leverage a centralized Service Request Center to showcase the breadth and value of services that your IT organization has to offer that will improve user satisfaction and cut service desk costs. And then unleash the Serena difference - the power of the underlying process management platform - to tackle new fronts within the IT service management realm and beyond. By leveraging our expertise in the Application Lifecycle Management (ALM) realm, Serena Service Manager is uniquely positioned to serve as the fulcrum of an integrated ITSM-ALM strategy that can bridge the traditional gap between development and operations

Emergent Serena Service Manager

Emergent is an authorized small business representing the entire Serena Software product library.  To find more about any Serena product or to request a quote - Contact Emergent Today.