Fast and flexible orchestrated service management


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Fast and Flexible: presentation to IT Service Management and Support show at Earl's Court April 20th 2011

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  • Serena Orchestration powered by SBM can be leveraged to respond to rapidly changing business demand across three customer process segments…ALM, IT Services and Unstructured Business Processes. Let’s begin with Orchestrated ALM.
  • Serena has been born, bred and refined to be your enterprise partner. We are an enterprise scale company with some 29 offices worldwide, over 700 employees, more than 300 of whom are engineers, over $200 million dollars in revenue. This makes Serena the largest independent ALM vendor in the world.We are of the scale that enterprises feel comfortable working with, and yet because we’re focused on improving application dev, delivery and process automation, we have the kind of focus that the mega-vendors can’t bring to the party. Serena is financially sound, with robust cash flow. We were taken private a few years ago and thus are part of the portfolio of Silver Lake,the world’s largest technology investor. For some 30 years now, the soul of our software as well as in our services and support people is unparalleled in the industry. And now we’re doing it with systems from the mainframe, to the iPhone, from coded over to configured.
  • Fast and flexible orchestrated service management

    1. 1. Fast and flexibleWhy process matters in the modern world<br />Kevin Parker, VP and Chief Evangelist<br />SERENA SOFTWARE INC.<br />1<br />
    2. 2. IT Processes - dream<br />SERENA SOFTWARE INC.<br />2<br />
    3. 3. IT Processes - reality<br />SERENA SOFTWARE INC.<br />3<br />
    4. 4. IT Processes – it’s not all perfect<br />SERENA SOFTWARE INC.<br />4<br />
    5. 5. IT Processes – and some parts are really old<br />SERENA SOFTWARE INC.<br />5<br />
    6. 6. Why we are here – to get blueprints<br />SERENA SOFTWARE INC.<br />6<br />
    7. 7. Human 1.0<br />SERENA SOFTWARE INC.<br />7<br />
    8. 8. Goals<br />SERENA SOFTWARE INC.<br />8<br />Human to human<br />System to system<br />System to human<br />Human to system<br />
    9. 9. Human to human<br />SERENA SOFTWARE INC.<br />9<br />Personalizable<br />Role specific<br />Push and pull<br />Naggable<br />
    10. 10. System to system<br />SERENA SOFTWARE INC.<br />10<br />Open<br />Extensible<br />Process centric<br />Services based<br />
    11. 11. System to human<br />SERENA SOFTWARE INC.<br />11<br />Timely<br />Accurate<br />Digestible<br />Comprehensible<br />Infrastructure<br />INFO-structure<br />
    12. 12. Human to system<br />SERENA SOFTWARE INC.<br />12<br />Where I want it<br />When I want it<br />How I want it<br />
    13. 13. Introducing Orchestrated Service Management<br />SERENA SOFTWARE INC.<br />Faster resolution times<br /><ul><li>Complete visibility
    14. 14. Agent accepted</li></ul>Reduced cost of providing service<br /><ul><li>DIY flexibility </li></ul><br /><br />Dashboard<br />Service<br />Manager<br />TIG<br />Manager<br />Incident Manager<br />Change Manager<br />Change Manager<br />Change Manager<br />Problem Manager<br />Problem Manager<br />Problem Manager<br />EndUser<br /><br />Improved satisfaction <br /><ul><li>End user easy</li></ul>Ticket<br />Ticket<br /><br /><br /><br />Chicago<br />Kiev<br />Shanghai<br />status<br /><br />Ticket<br />status<br />status<br /><br /><br /><br />Ticket<br />
    15. 15. Serena’s Vision: All Processes Become Orchestrated<br />SERENA SOFTWARE INC.<br />14<br />Transparent<br />Automated<br />Configurable<br />Integrated<br />
    16. 16. Serena Orchestrated Service Management Architecture<br />SERENA SOFTWARE INC.<br />15<br />Work & Project Mgmt<br />Change & Config Mgmt<br />QualityMgmt<br />Requirements<br />Mgmt<br />Release<br />Control<br />Release<br />Vault<br />Portfolio<br />Analysis<br />RequestMgmt<br />Release<br />Automation<br />Serena<br />Process Intelligence<br />Audit Trails<br />User Interface Layer<br />Process Automation Layer<br />Process Integration Layer<br />Cloud<br />HP Quality Center<br />Unix<br />Linux<br />IBM<br />Rational<br />Microsoft<br />SharePoint<br />Windows<br />Mainframe<br />Other 3rd Party<br />
    17. 17. Πάντα ῥεῖ καὶ οὐδὲν μένειcirca 500 bce<br />SERENA SOFTWARE INC.<br />16<br />
    18. 18. According to Gartner<br />SERENA SOFTWARE INC.<br />17<br />IT organizations ‘rip and replace’ their IT service desk tools every five yearsin their quest to streamline IT service and support, and right size their staffing <br />Source: Gartner Research, 2010<br />
    19. 19. Top 10 real reasons why we change<br />SERENA SOFTWARE INC.<br />18<br />Velocity of change<br />Codified best practices<br />Increasing oversight<br />Greater visibility<br />Accountability<br />Integration of systems<br />Merger and acquisition<br />New leadership<br />Cost control<br />Vendor consolidation<br />
    20. 20. ALM Processes<br />ITServices<br />Business Processes<br />Orchestrate Your World With Serena<br />SERENA SOFTWARE INC.<br />19<br />
    21. 21. Orchestrated Service<br />Orchestrated IT<br />SERENA SOFTWARE INC.<br />Orchestrated Apps<br />
    22. 22. Analyst Applaud<br />21<br />“<br />We rate Serena Positive because of its technical depth, broad customer base and direct sales force. <br />It offers a solid solution for companies that have a mix of pieces already in place and want something to pull them together, rather than replace them.<br />Jim Duggan<br />“<br />“<br />Welcome back, Serena!<br />The new pitch around orchestration seems much more real and consistent with a company focused around tools and solutions for managing application lifecycles.<br />Serena is onto a winner here.<br />David Norfolk<br />“<br />SERENA SOFTWARE INC.<br />
    23. 23. Serena Software is Your Enterprise Partner<br />SERENA SOFTWARE INC.<br />22<br />Financially Sound<br />Global Scale<br />Mainframe to<br />iPhone<br />Proven Partner<br /><ul><li>29 offices worldwide
    24. 24. 300 engineers
    25. 25. $225 million revenue</li></ul>Member of the Silver Lake portfolio with Skype, Saber, Seagate and Sungard<br />Supporting all your development and deployment platforms<br />Helping enterprises deliver apps with confidence for over30 years<br />