Serena’s New Orchestrated ITSM Solution

Exciting times at Serena right now!  We just announced the newest version of Serena Service Manager, the only ITSM offering on the market today that leverages a process-based approach.  We’ve been advocating the need for orchestrated service management.  In other words, a way to automate ITSM processes so that they become transparent, configurable and connected.  I’m happy to report that Serena Service Manager delivers.

Here’s what you can expect from the new solution:

  • A Flexible, Process-Based Approach: Serena Service Manager provides customers 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 that drive up costs and create upgrade headaches down the road. 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), dashboards, ad-hoc reporting and audit trail, which provides greater control over infrastructure changes by delivering contextual information that speeds incident and problem investigation. 
  • Serena Service ManagerA 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 called Serena Request Center.   It’s incredibly easy to use as well as administer.

Get a comprehensive view of Serena Service Manager and learn how it can help you combat your current ITSM challenges around flexibility, visibility, and usability inherent in legacy ITSM solutions.


Ben Cody is Vice President of Product Management at Serena Software. Ben has a broad background in information technology, with more than 17 years of experience in product development and product management. Prior to joining Serena, Ben was Senior Director of Product Management for BMC’s Service Management product family, including the Remedy product line.



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