Gaming
WMS Gaming Beats The Odds With Serena Software
WMS is one of the world's leading slot suppliers with an unmatched reputation for innovative game design and development. Their portfolio includes many of the industry's most popular and profitable branded casino slots and state-of-the-art gaming technologies. WMS Gaming uses Serena's Mariner to manage both software and hardware projects related to these highly regulated gaming systems. In particular, WMS is thrilled with their newfound ability to make key information readily available throughout the company. With a highly advanced configuration, WMS has eliminated nearly 244 person days per year of lost productivity using Mariner. That’s just the beginning. After a three month rollout, they now have role-based, reliable information available across the enterprise.
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Retail
$4 million cost savings and 85% reduction in critical defects at MICROS
MICROS Systems (MICROS) provides enterprise software applications for the hospitality and retail industries. The fast-growing company has over 220,000 software installations in restaurants, hotels, casinos, and leisure properties in over 130 countries. When MICROS noticed an increase in challenges customers were facing related to software quality, the company took a close look at its application development process. The recommendations that resulted were two-fold: the company needed to change and improve its development process, and also needed a way to capture metrics related to project delivery timelines, costs, defect ratios, and other data. In Serena Mashup Composer, MICROS found an advanced workflow-based solution to standardize, track, automate, and enforce a new and improved development process. With expert guidance from Serena Professional Services, MICROS enjoyed a smooth implementation and is reaping benefits. With Serena Business Mashups, the company has seen an 85 percent decrease in critical defects, amounting to $4 million in annual cost savings. With substantially fewer software defects, customer satisfaction is on the rise at MICROS.
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Education
How BYU established an Award Winning Change Governance Structure
BYU’s Office of Information Technology (OIT) is organized in support of the university’s major academic and business processes. In 2001, in an effort to improve customer satisfaction and continue to better align IT expenditures with the values of the university and the church, the OIT established the Enterprise Project Management Office (EPjM). The OIT and EPjM share in the common goal of ensuring all activities within OIT are performed with an attitude of customer responsiveness and cost consciousness, ensuring that all technology products and services are reliable and secure. The development of a new Change Governance™ framework was fundamental in defining the role of EPjM and OIT’s success overall. Using Serena® Mariner® for Project and Portfolio Management (PPM), BYU was awarded the 2006 IQPC IT Financial Management Excellence Award for Best IT Governance Structure.
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IT Services
Serena Dimensions Helps Fujitsu Services Manage Its Clients’ IT Assets
Fujitsu Services, the world’s third largest IT services company, needed a configuration and change management solution to support one of their largest customers, a major UK government department. Fujitsu had a 10-year contract to manage the desktop telecommunications infrastructure for over 20,000 users. The company implemented selected Serena® Dimensions™ at the start of the contract to ensure stability and reliability. Some of the system’s principals and models were applied to existing projects for strong process management, tool, and information integration throughout the program.
Serena Dimensions enabled Fujitsu Services to organize and efficiently manage changes affecting their customer’s infrastructure, software, and document assets. Dimensions provided the ability generate an audit trail and continually track status changes. As a result, Fujitsu gained greater control over the customer environment, reduced the volume of work, and achieved substantial cost and time savings across the board. Dimensions scaled easily, allowing Fujitsu Services to support an increasing number of users while maintaining Service Level Agreements (SLAs) and accommodating client security requirements.
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ABS Associates Improves Help Desk Service Delivery with Serena TeamTrack
ABS Associates is a leading provider of help desk, desktop, managed hosting, and network support services for companies across North America. ABS needed a reliable, flexible technology core on which to launch a new service model and in-house IT infrastructure that would support a growing customer base and round-the-clock help desk service delivery. After a thorough evaluation of options, the company selected Serena TeamTrack.
Serena TeamTrack delivered a flexible, workflow-based process management solution that enabled ABS Associates to expand and improve service, while reducing costs. TeamTrack integrated easily with other important service delivery tools, and built in flexibility allowed ABS to customize to each client’s workflow and IT architecture. The system also boosted the company’s Service Level Agreement (SLA) resolution rates and helped them achieve 100 percent client retention.
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Telecom
Thailand’s Largest Mobile Operator Sharpens Competitive Edge with Serena Dimensions
Advanced Info Service Public Company Limited (AIS), the leading mobile operator in Thailand, faces constant change in its product development environment. To retain its competitive edge and increase market leadership, AIS rolls out new versions of its products and services regularly. With multiple releases in progress at any given time, the company needed a flexible, scalable, automated change management platform to help them achieve target release dates, meet service-level agreements (SLAs) and drive quality. AIS brought in Serena® Dimensions™.
Serena Dimensions delivered a centralized workflow application that allows AIS to visualize, orchestrate, and enforce processes throughout the complete development lifecycle. The ability to effectively and efficiently track and distribute releases helps the company enhance product quality and customer satisfaction, while boosting profitability. Serena Dimensions has enabled AIS to shorten resolution times, reduce errors on each release by about 50 percent, and meet SLA requirements 98 percent of the time.
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Food & Wine
Serena TeamTrack Helps Robert Mondavi Take on Sarbanes-Oxley Compliance
Robert Mondavi, a leading producer of fine wines, needed to manage IT processes more effectively. A legacy approach of tracking issues using email became challenging and insufficient. With the emergence of the Sarbanes-Oxley compliance regulations, a tight audit trail and powerful reporting features became essential, and Robert Mondavi selected Serena® TeamTrack® to help manage its IT initiatives.
TeamTrack provided Robert Mondavi with a solid foundation for complying with Sarbanes-Oxley requirements, including essential audit trails of project lifecycles and a well-structured process for implementing internal auditors' recommendations. In addition to minimizing the impact and risk of new regulations, TeamTrack’s complete IT process management solution enabled the company to improve efficiency and productivity. TeamTrack built efficiency into IT projects by providing better visibility into project status. As a result, the company began to see the benefits of significant time savings and enhanced team communication.
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Transportation
MTR Corporation Drives Standardization with Serena PVCS Professional
MTR Corporation Limited, the operator of Hong Kong’s mass transit railway system, had always had a change management procedure, but it was manual and was implemented in different ways throughout the organization. The company needed an automated solution that would facilitate and enforce standardization in order to improve efficiency and quality. MTR implemented Serena® PVCS Professional™, the world’s most popular issue, version, and build management suite. The end-to-end solution set includes Serena PVCS Version Manager™, Serena TeamTrack®, and Serena Builder™.
Today, PVCS Professional is used in nearly every one of MTR’s more than one hundred systems, giving each team the power to organize software assets, track and communicate issues, and standardize the software build process. As a result, the company has achieved better control of their development process, while improving productivity, quality, predictability, and return on investment (ROI).
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Serena TeamTrack Helps Siemens Transportation Systems Streamline and Synchronize Processes
The Integrated Local Government (ILG) division of Siemens Transportation Systems (STS) provides advanced public transit systems to local governments across North America. Managing large-scale public systems, services and facilities requires a solid technology infrastructure, and STS needed process improvements to provide more control, accountability, and security. STS identified Serena® TeamTrack® as their tool of choice for automating and managing business processes.
TeamTrack provides STS with a comprehensive, yet flexible and adaptable solution for continuous process improvement. A web-based architecture enables easy deployment, while built-in security features allow administrators to ensure that users are authenticated. TeamTrack’s customization features enable STS to automate existing processes, and support for third-party tools allows STS to integrate with applications and databases. In addition, TeamTrack’s extensive reporting capabilities allow STS to harness up-to-the-minute and historical data for trend analysis and ongoing process optimization.
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Internet
Serena Dimensions Helps GSI Commerce Make Change Look Easy
GSI Commerce, a leading provider of outsourced e-commerce solutions, faced constant change driven by a growing customer base and an increasingly complex IT infrastructure that included more than 200 development environments and 1,000 IT devices. They needed effective change management to prevent service downtime and its resulting revenue loss and customer dissatisfaction. GSI Commerce implemented Serena® Dimensions™ to manage web site software and services changes, as well as the underlying IT infrastructure.
Serena Dimensions enables GSI Commerce to visualize, orchestrate and enforce policies to manage change in their diverse environment. The flexibility of Dimensions allows the company to enforce their own change process model to monitor change and its effect, forecast for peak loads, measure and manage capacity, and maintain stringent 100% availability service level agreements (SLAs), all while lowering IT and support costs.
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LookSmart Lowers Time, Costs to Complete Sarbanes-Oxley Audit
LookSmart, an online media and technology company that provides relevant content, advertising and technology solutions to consumers, advertisers, and publishers, needed to improve issue and process management. After researching more than 30 business process solutions, LookSmart selected Serena® TeamTrack® to improve operations throughout the company. Soon, they realized that TeamTrack could also provide the end-to-end solution they needed to quickly and cost-effectively meet compliance requirements.
With TeamTrack workflows in place, the company has realized significant efficiency, productivity, and revenue gains. An order fulfillment workflow, for example, has enabled LookSmart to expand listings by 1000 percent, increasing monthly revenue and reducing lost revenue by detecting listings that almost fell through the cracks. Employees can track issue status anytime, reducing emails and meetings. In addition, TeamTrack plays an important role in LookSmart’s compliance process, providing the tight audit trail and powerful reporting needed, while reducing the time and costs of Sarbanes-Oxley audits.
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Energy
Serena Dimensions Helps Powergen Manage Change and Compliance
With increasing scrutiny from auditors and regulators, Powergen, the United Kindom’s second largest energy provider, needed to ensure that the application development team in their Energy Trading business complied with regulatory requirements and provided clear audit trails for the software development process. The company selected Serena® Dimensions™ to unify the process of software configuration management, provide consistency, and ensure adherence.
Serena Dimensions enables Powergen to visualize, orchestrate and enforce policies that deliver the auditable change management, transparent reporting, and accountability needed to meet compliance requirements. With Dimensions, Powergen’s approach to software development and rollout is more controlled. It helps drive efficiency and productivity with business-aligned workflows, automated processes for documenting change, and a central repository for software configuration and change information. Development teams can concentrate their efforts on the actual business of software development, rather than on documenting their actions—saving time and reducing costs.
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