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Serena Launch Briefing: Serena Service Manager

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  • And that’s why we’ve developed Serena Service ManagerWe’ve incorporated ITIL best practices into the solutionOur customers want something that is a lot more flexible as there is a process management platform under the covers. There are three major benefits as a result – 1) it makes it so much easier to change processes to match the way you actually deliver services; 2) it’s a lot easier to upgrade and you aren’t forced to re-implement your customizations every time you upgrade; and 3) you can easily leverage the underlying process management platform to automate your fulfillment processes as well as other core IT processes. Your organization delivers services well beyond just break-fix support! This is something you can run IT on!As the solution is process-based and not forms-based like a lot of solutions out there (Service-Now being one of them), the metrics and reports are based off of the actual process being followed within your organization. So you get actionable metrics and dashboards based on your integrated service delivery processesOne of the things that we’ve worked really hard on is the user experience. We’ve made it extremely easy for user and technicians to submit and work on requests. Very simple, easy to use forms. Our service request center provides your users with a single point of contact for all IT services. And it gives your team a way to funnel requests as well as showcase the breadth of services that you have to offer that go well beyond tackling the typical break-fix requests.And you have flexible deployment options – its available for use both on premise or on demand. Unlike other solutions like Service-Now, Serena Service Manager is truly multi-tenanted which again drives down the cost of ownership for you
  • So what does the solution look like?As I mentioned, you can visually configure and change processes to match the way you deliver services. The swimlanes make it easy to, at a glance, know who is responsible for what
  • As I mentioned we’ve put a lot of effort into making the solution easy to use and easy to access for both your technicians as well as your end users. Which in turn improves your users’ perception of the service that they get from IT. As your users get comfortable with using the solution, fewer people bypass the system which in turn drives down the cost of running your service desk
  • Here’s a look at the rich, unified dashboards that you get that are based off of actual process paths – so you are making decisions off of accurate business metrics
  • Regardingthe success story:The customer is a Fortune 1000 company leveraging Serena Automated Release Management solution in conjunction with Dimensions CM (Release Vault) for their next generation application platform.The customer is investing heavily in this platform ($120M) and needs a way to manage the significant code deployments that accompany an agile app dev process.  The business case demonstrates that a mid 6 figure investment will conservatively yield a <6 month ROI.  We accomplish this by automating release management tasks that went from 30-90 minutes per release process (JBoss, OSB, etc.), down to an average of 2-3 minutes.  By leveraging Serena Release Automation the customer is now capable of scaling to support enterprise agile development (removing the bottleneck that was present in release management) and ensure releases are consistently delivered correctly every time.

Transcript

  • 1. Introducing Serena Service Manager
    Helping Orchestrate Dev + Ops
    David Hurwitz
    12
    Sep 2011
    SERENA SOFTWARE INC.
  • 2. What We’re Announcing
    SERENA SOFTWARE INC.
    2
    BRAND NEW Serena Service ManagerRevolutionary new approach to IT Service Management
    LATEST Serena Release Manager Deployment at the speed of Agile
  • 3. Help Desk Haiku Twitter Contest
    SERENA SOFTWARE INC.
    3
    Help desk sent a hunk
    Man I didn't get his name
    Oh look, broke again! ;)
    Called from hospital Help told me to pull the plug
    Grandma almost died
    #HelpDeskHaiku
    Try turning it off
    Now try turning it back on You're very welcome
  • 4. Business-IT Gap
    Speeding Business Value with Orchestrated Application Delivery
    SERENA SOFTWARE INC.
    4
    Process
    Deploy
    Demand
    Business
    IT
    Develop
    IT Apps
  • 5. Bridging Dev + Ops with Orchestrated Service Management
    SERENA SOFTWARE INC.
    5
    IT Services
    Service
    Request
    Fulfill
    Process
    Demand
    Deploy
    Business
    IT
    Develop
    IT Apps
  • 6. Orchestrated Service Management
    SERENA SOFTWARE INC.
    6
    Process-Based DIY Flexibility
    to reduce overall TCO
    End User Easy
    to help adoption & satisfaction
    ITILOut of the Boxto follow best practices
    End-to-End Visibility
    to speed issue resolution
    On-Premise and Cloud
    to streamline deployment
  • 7. Process-Based DIY FlexibilityReduces Overall TCO
    SERENA SOFTWARE INC.
    7
  • 8. End User Easy Helps Adoption and Satisfaction
    SERENA SOFTWARE INC.
    8
    [awaiting update]
  • 9. End-to-End Visibility Speeds Issue Resolution
    [awaiting update]
    SERENA SOFTWARE INC.
    9
  • 10. Customer Traction for Serena Service Manager
    SERENA SOFTWARE INC.
    10
    6months
    20customers
    150,000+ users
  • 11. Serena Release Manager
    SERENA SOFTWARE INC.
    11
    IT Services
    Service
    Request
    Fulfill
    Process
    Demand
    Deploy
    Business
    IT
    Develop
    IT Apps
  • 12. Serena Release Manager 2:Deployment at the Speed of Agile
    SERENA SOFTWARE INC.
    12
    Fully Automated
    Release Vault, Release Control & Release Automation to quickly deliver quality releases
    Complete Visibility
    Release calendar to keep Dev, QA and Ops in sync
    Under Control
    Workflows, notifications & audit trails to streamline path to production
  • 13. Enterprise Visibility into Dev + Ops with Serena Release Manager
  • 14. Release Management Customer Success
    SERENA SOFTWARE INC.
    14
    150apps
    15x faster
    $3M annual savings
  • 15. Additional Information & Resources
    Online demonstration
    Screen shots with captions
    Screencast recording based on press deck
    Serena Service Manager solution brief
    Serena Release Manager solution brief
    FAQs
    About Serena fact sheet
    Spokesperson headshots, names, titles
    SERENA SOFTWARE INC.
    15
    Available at xxxxxxxx
  • 16. Bridging the DevOps Divide
    SERENA SOFTWARE INC.
    16
    BRAND NEW Serena Service ManagerAvailable Now
    LATEST Serena Release ManagerV2 Available November
  • 17. Thank You!
    dhurwitz@serena.com