Archive for the ‘IT Service Management’ Category

IT organizations are under pressure to increase automation to reduce costs and increase fulfillment and compliance. There are two main types of automation that IT organizations use to increase efficiency: both process automation and runbook automation provide the ability to create, orchestrate, manage and report on workflows that can operate across the systems that support IT services and assets. The differences between these types of automation are both their focus and

Pink Elephant ITIL Innovation of the Year AwardAwards confer independent confirmation of achievement.  One or two awards don’t necessarily signify much.  But four over six months suggest something deeper, something significant.

Serena has indeed received four product and leadership awards so far in 2012, along with placement in some prominent Top Companies listings.  Together these add up to independent confirmation of our status as one of the most important software companies in the world and of

I get some interesting insights about the future of technology by talking to the teenagers next door. (Example: last year I asked the older one if he wanted a iPad to use at college. This unintentionally hilarious question elicited the response that iPads are ”just giant iTouches” and “for old people.” Ouch.)

In spite of the risk of appearing foolish again, I asked him a different question yesterday: what’s the most important technology he uses? Easy: his phone. Because he can get most of what he needs from that one source.

This generation is used to technology as the delivery system. They expect the process of finding and requesting and getting anything to be centralized, straightforward and

Over the past couple of weeks we have been traveling around the country as part of a 28-city tour to find out what IT really thinks. Stops included Atlanta, Boston, Chicago, Dallas, New York, Phoenix and San Diego; and this week we are in Washington DC.

The very creative team here at Serena has come up with a fun

I’ve been talking to a lot of IT people about their ideal interface to users.  At our last xChange User Conference,  I ducked out for coffee with a VP of Operations at a financial services company, and we came up with this:

Step 1: Provide a polished and professional web experience.

IT should present its services in a consumer-quality interface designed from the consumers’ perspective. Make sure the site is easy to use by controlling the complexity in the background. And unify IT

I’m very excited to announce that our newest Orchestrated IT solution, Serena Requirements Manager, is now available! Powered by Dimensions RM, Prototype Composer and Serena Business Manager, Serena Requirements Manager provides comprehensive capabilities to orchestrate the entire requirements lifecycle. This release of Requirements Manager introduces process orchestration capabilities to help all stakeholders more easily review,

Take a look at this quick 6-minute video of SunGard’s Quinn Lanus talking about why they selected Serena Service Manager over ITSM solutions such as BMC Remedy, ServiceNow and others.

SunGard is a leading software and technology services company with more than 20,000 employees serving 25,000 customers across 70

I am happy to report that the Doug Serena, CIO webisode series, viewable on our YouTube channel and at, has exceeded the 2,000 view milestone. The initial episode alone has been viewed a thousand times.

We created Doug Serena, CIO to educate people about the benefits of Orchestrated IT in a fun and fresh way.  The results have been gratifying, both anecdotally and

xChange 2012The heart of xChange 2012, Serena’s Global User Conference, is the breakout sessions.  But the soul of xChange is the customer presentations. I am thrilled to announce that, as of today, you can submit your ideas for presentations online through an SBM workflow (of course!).

This year we are looking for topics in the

Episode five, the finale to the popular docudrama Doug Serena, CIO, airs on Monday, April 9th, concluding the case study of an intrepid IT leadership team’s quest to transform their company from endangered to dominating.

Last week, in episode four, the tension between “Team Doug” and “Team Brad” grew to a boiling point as the release date for Millennium quickly approached. We were also introduced to Doug’s “kids”, and the important trip to India he and his wife hoped to take to