Serena’s New IT Service Manager Syncs People, Processes, and Services

Serena Service Manager provides flexible, process-based approach to orchestrating IT service management and accelerates issue resolution; can run on-site or in the cloud.

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Unlike legacy IT Service Management (ITSM) tools that are forms- and data-driven, Serena Service Manager is a brand new solution that provides an easily configurable and flexible process-based approach to delivering IT services, along with a unified service portal and integrated service management dashboards.

Serena Service Manager syncs people, processes, and services to improve overall visibility into incidents, problems, and changes, increase customer satisfaction, and reduce service-desk costs.

Serena Service Manager leverages a process-based approach. By linking people with processes 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 the total cost of ownership for their service desk solutions and speed up issue resolution with full visibility across the service life cycle. This improves user satisfaction and reduces “back-door” 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 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 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) that 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 ensure IT organizations get visibility across the service delivery life cycle.

  • 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 view relevant knowledge base articles as they submit tickets, thereby reducing service-desk call volumes and the number of times users bypass Level 1 agents.

Later this year, Serena will introduce an update to its Release Manager solution that enables users to plan, control, and automate application releases with complete visibility. The major new version will provide a common governance process and a consolidated release calendar for planning and controlling all release trains, including both planned and emergency releases.

More information is available at

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