Archive for the ‘IT Service Management’ Category

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



We’re thrilled to have Serena executives deliver upcoming presentations on both Dev and Ops topics. Our resident Release Management expert Jeff Westenhaver is set to speak on Oct. 26 at 9 a.m. PT via WebEx in the Software Systems Best Practices eConference. Jeff will be presenting on best practices for application release management and covering success from development through quality assurance and into production. Tune in to hear Jeff’s presentation by registering





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



Apartments.com is the #1 online rental search destination and the way they stay #1 is with high velocity product releases and deployments.  Matt Stratton of Apartments.com recently lit up xChange12, Serena’s global user conference, with their success story.

Apartments.com‘s technology teams were doing two-week sprints but found that releases needed to be managed better and automation was a must.  According to Matt Stratton, Director of Technology Operations at Apartments.com:

In our business, we can’t afford to have



I’m very pleased to let you know that Serena has been recognized by leading research firm, Enterprise Management Associates, as the “Most Complete Solution for Next Generation IT Management (NGITM).”  This impressive endorsement was recently announced in the EMA Radar Report.

According to EMA: “There was virtually no aspect of NGITM functionality left unaddressed by Serena. While of recent vintage, its ITSM coverage includes full support for Change, Incident, and Service Catalog. Consistent with its origins, project portfolio and execution are both fully supported, and its support for requirements management is without peer in this report – few other vendors have a dedicated module for this, and



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