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Serena Software Delivers New Change Governance Professional ServicesITIL Certification and Consulting Services Help Customers Adopt and Enforce Processes to Command Change across the EnterpriseSAN MATEO, Calif. — May 31, 2006 — Serena Software, Inc., the Change Governance™ leader, today announced new services for IT managers who need to command change across organizational silos. Serena’s new certification and consulting services enable companies to adopt best practices for IT operations processes that improve the quality of functions such as problem management, change and configuration management and help desk. Serena’s expanded portfolio of professional services helps customers understand the impact of change before it happens and implement and enforce effective business processes against a backdrop of regulatory compliance, competitive pressures and globalization. “By tapping Serena’s expertise in managing enterprise change, our customers can implement reliable, repeatable policies and processes that extend across organizational silos,” said Mark Woodward, CEO of Serena Software. “This holistic, process-centric approach to commanding change is at the heart of Serena’s Change Governance vision.” According to Gartner research, as the Information Technology Infrastructure Library (ITIL) has emerged as a de facto set of best practices for IT operations processes, there is tremendous demand for ITIL compliance or certification for people and tools. IT organizations are increasingly looking at best practices to define and improve their processes, with the intention of improving the quality, cost and service levels of the services being delivered.[1] However, many companies are still confused about how to design and implement the policies and processes to enforce ITIL compliance. Serena’s new process-centric professional services address this need. Serena’s Process-Centric Professional Services Serena’s professional services now include ITIL certification training for IT managers responsible for changes to their enterprise infrastructure, where changes could be as simple as replacing a printer or as complex as implementing Sarbanes-Oxley (SOX) compliance. Certification ensures that customers understand the basic terminology and requirements of ITIL and trains them on how to implement ITIL best practices. Additionally, Serena offers consulting services both directly and through partnerships to help companies assess their ITIL-related needs, design a plan to meet their compliance goals, automate critical IT processes and implement work-level procedures to match their specific business requirements. Serena’s ITIL Service Support offerings enable companies to understand the impact of a change before it is initiated to avoid unplanned downtime and ensure that processes are adopted consistently throughout the organization for optimal efficiency. This results in lower IT costs, higher service levels and real-time metrics for better decision-making. “By definition, a standalone process is probably not as successful as it could be,” advises Rich Petti, executive consultant with Pink Elephant, an ITIL-focused consulting organization. “Linking processes across functions is where the gold is – and that is what ITIL is all about.” Serena’s ITIL product offerings, Serena® TeamTrack® and Serena® Dimensions™, have achieved Pink Elephant’s PinkVerify™ Service Support Enhanced in five process areas, including incident, problem, change, release and configuration management. More than 75 percent of Serena’s professional services and sales engineers are ITIL Foundation Certified with more to come. Together, these give customers confidence that Serena can help them implement or improve their ITIL services. Serena’s ITIL-focused certification and consulting services are available now. Interested parties should contact Serena at 1-800-547-7827 or www.serena.com. About Serena Software, Inc. Serena and TeamTrack are registered trademarks of Serena Software, Inc. Change Governance and Dimensions are trademarks of Serena Software, Inc. All other products or company names are used for identification purposes only, and may be trademarks of their respective owners. Copyright © 2006 SERENA Software, Inc. All Rights Reserved [1] “ITIL Certification for Tools Has No Value,” by Kris Brittain, Milind Govekar and Simon Mingay, Gartner, January 6, 2006
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