Archive for the ‘IT Operations’ Category

Pink Elephant logoThis never gets old.  Innovation and validation, that is.  Serena’s innovation in the broad realm of ITIL processes was validated almost a year ago when we won Pink Elephant’s prestigious ITIL Innovation of the Year Award.  The new news is that we’ve just been selected as a finalist for this year’s award, further validating our ongoing innovation.

Our innovation this time is to directly address and automate the challenges of



Social IT GameThink You Know Your Team?

When was the last time you sat down with your peers and had a discussion about their priorities? What drives your priorities and what drives those of your peers may be widely dissimilar. Time-to-market may be your watch word. Maybe up-time and availability are key for your colleague downstream and driving out costs for an associate upstream.

What if you could have a Leadership Priorities Matrix for everyone in your



ITSM Trends InfographicIT organizations are being called upon to provide the most mission critical of services – delivering and maintaining revenue-generating applications that are the face of the business. But a recent survey of 200 IT professionals from a variety of industries revealed an appalling lack of service management process and tool maturity within organizations. This severely impacts their ability to respond to the increasing pace of service demand from the



Mountain ClimberIn my last blog post, I wrote that the “7 Deadly Sins of IT Demand” are driving down business satisfaction with IT. Any of these sins can make it extremely challenging for IT to efficiently and quickly fulfill demand. Recognize any of them?

  1. The Squeaky Wheel, who constantly harasses IT or escalates requests.
  2. The Black Hole where good requests



The “7 Deadly Sins of Managing IT Demand” are undermining business satisfaction with IT. They’re the reason why IT struggles fulfilling business demands and answering some key questions from the business:

  • What’s the status of my requests?
  • Why can’t IT



Baseball and bat on the grassTo paraphrase a line in the movie Field of Dreams, “What does IT have to do with baseball?”

Perhaps a lot more than you think.

Last weekend, I watched a more recent Academy





I just returned from an extended trip to Australia and Asia.  I had the privilege of meeting with a number of customers, thanks to our local account teams.  It was almost the corporate equivalent of speed dating, but you could say that we’re already “engaged” with these customers, ha-ha.

Service Catalog was a hot topic.  The majority of customers were planning rollouts over the next 12 to 18 months.  Almost all had plans to go far beyond a traditional IT-centric catalog, and also include other services such as facilities, HR, legal and accounting functions.  And that’s how it should be.  For catalogs to be adopted, they truly need to be a one stop shop.  IT is just one group that supports



It is time to name and celebrate the winners of our latest contest. The “IT Agility Deserves a Beer” contest generated many entertaining and creative haikus from a variety of submitters, including some entries from our awesome customers. The contest played in nicely with our recent Orchestrated IT for the Agile Enterprise products launch and generated some nice buzz at



Orchestrated ITis how effective organizations develop and manage IT systems. That’s why Serena created a new 2-minute video to explain what Orchestrated IT is all about. This upbeat video debuted at xChange, Serena’s annual user