Archive for the ‘IT Service Management’ Category





Logistics is the lifeblood of modern life. Most of us did our holiday shopping online and it was the worldwide logistics infrastructure that got those gifts where they needed to go. For MIQ, operating on four continents, customer service is a real differentiator for them. And MIQ’s ability to use technology effectively is a differentiator for MIQ’s customers, as they say, “Supply chain solutions for the speed of innovation.”

For our fourth posting in the



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



Welcome back to the blog series that examines how Serena gains insight from our customers into where our solutions need to develop.

In our second episode we hear from Matt Stratton at Apartments.com. Any online business needs to have maximum velocity in IT in order to maintain its competitive edge. To rapidly innovate and turn software versions, Apartments.com has to release software very fast, with repeatable accuracy and efficiency. The pressure was on at Apartments.com because of the development team’s move to Agile methods and the need to ensure business continuity. Two



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



Requirements document complete?  Check.  Design Complete?  Check.  Configuration work complete?  Check.  Testing complete?  Check.  Go-live date still on target?  Check.  Are we ready?  Um, we think so.  When it comes to ITSM implementations we don’t want to think we are ready, we want to know we are ready.  Yet, this is rarely the case when implementing an ITSM solution.

I recently gave a presentation on ITSM implementation best practices and was reminded of the nonchalant approach most organizations take towards their implementations when it comes to non-technical facets.  In essence, there’s still a large percentage of companies who focus on the go-live date and tool



We’re proud to announce that the significant advancements made to our Orchestrated IT solution set are now generally available.  Serena Orchestrated IT 4.0 was specially designed to help agile enterprises take full advantage of mobile, social and cloud capabilities.

For the Front Office, Development, and Operations, Serena Orchestrated IT 4.0 consists of Serena’s major solutions, including Serena Dashboard, Request Center, Demand Manager, Requirements Manager, Development Manager, Release Manager, and Service Manager.



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 Award-nominated baseball film, Moneyball, starring Brad Pitt and Jonah Hill.  Based on Michael Lewis’s biographical book of the same name,