I think everyone agrees exceptional and horrible help desk experiences can make lasting impressions. Everyone has had to deal with that incredibly inept or perhaps really fantastic call center representative in a desperate time of need. On the flip side, service desk agents have their own stories to tell, of clueless users, obtuse systems and heroic colleagues.
Serena is kicking off a Twitter Help Desk Haiku Poem Contest to capture these experiences in verse.
We want you to tap into your creative side for a chance to win an iPad 2 and hear your most horrendous or utopianRead More
I recently had the good fortune to collaborate on a webinar discussion on requirements definition and management with Mary Gerush of Forrester Research, a thought leader in requirements management for many years. During the webinar, Mary and I outlined six key tips that organizations needed to follow in order to more quickly deliver higher quality products.
One of the strategic goals of IT leaders today is shifting from the traditional focus on technology to an emphasis on business demands and user expectations – from supply to demand. This change in perspective is a true paradigm shift, one that Forrester Research calls “outside-in thinking” and that reflects the ITIL focus on supporting service lifecycles. Besides conceptualizing the work IT does as service delivery rather than technologyRead More
At our Customer Day in the UK I was approached by a number of people expressing a desire for an alternative to the “rip & replace” ALM generation. Like many organizations, they have existing investments in various application development and lifecycle tools, and have been struggling to get them all to work together for quite some time.
For much of them, the driver is not simply the replacement of one tool with another, but the increasing need to accommodate modern development practices, to more efficiently leverage globally distributed teams, and to simplifyRead More
As many of you who use our mainframe products know, George Pipka has been at the center of our mainframe customer support team for several years. Along with development and product management leadership George has been developing the content for the mainframe track at this year’s conference. I spoke with George from his home in Canada to find out what is in store this year.
KP: Thank you George for taking the time to talk to me. I know the mainframe track is one of the most popular each year. What’s exciting forRead More
I recently heard an industry analyst state that IT is locally brilliant but globally stupid, while referring to the release management process. He drew an analogy and asked the question: are we rewarding the fireman or the arsonist?
Interesting question. Many of our customers report that application-centric deployments into pre-production and production environments are largely manual and script driven, with much dependence and reliance on the few resources currently tasked with defining and executing deployment tasks and activities. There comes a point with deployment whenRead More
Christian Christophoridis, who is this year’s Serena Eagle Award for most valuable contribution to customers and an industry-recognized thought leader on Requirements Management, is leading the team developing the Demand and Requirements Management track content for xChange 2011, Serena’s annual global user conference from September 19-21 in Las Vegas, Nevada. On the phone from Germany a little while ago, he told me about the Demand and Requirements track.
KP: I know you are a strong advocate of the importance of the requirements phase.Read More
Serena is very proud to announce the next release of Serena Service Manager (SSM). SSM is a comprehensive IT Service Management Solution that enables the delivery of a full range of IT services, including Service Portal, Service Catalog, and ITIL-based Help Desk Services including Incident, Problem, and Change Management. These services are integrated with each other, and can be easily integrated with your existing ALM tools and your business applications. This enables an uninterrupted, seamless fulfillment process across disparate systems, as well as a full 360-degreeRead More
It’ll be here before you know it – xChange 2011, Serena’s global user conference from September 19-21 in Las Vegas, Nevada! I just got an advanced look into the “SBM and IT Process Automation” track from Amita Abraham, group product marketing manager for Serena Business Manager (SBM) and Serena Service Manager.
KP: So, our last poll indicates that more than 60% of those registered for the conference want to know what’s new and exciting with SBM. What do youRead More
During the “Ask the Experts” session at the Serena Mainframe Virtual User Group meeting earlier this month, a few questions about the newest version of ChangeMan ZMF went unanswered due to the lack of time. Mark Levy, Serena Software Mainframe product manager, and I went through them and provide the answers here.
Q: For ChangeMan ZMF v6, the product moved from DB2 to linear VSAM. What are the benefits and risks that you have seen?
A: In ChangeMan ZMF v6, the Impact Analysis function was moved from being based on DB2 to a z/OS data space, backed by linear VSAM.Read More