PEOPLE + PROCESS | Perfectly in sync.
Leveraging A New Process-Based Approach To ITSM
The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of the business. Service Manager comes packaged with ITILv3-based workflows. Unlike other ITSM solutions, Service Manager leverages a process management platform under the covers that automates and integrates these service delivery workflows. It provides complete visibility across integrated processes and lets you track your IT organization's performance against Service Level Agreements (SLAs) that you have in place with the business. The insight gained through rich reports can be used to optimize processes for continual service improvement.
Service Manager Implements & Optimizes ITIL-Based Processes
Serena's solutions ensure that you are well equipped to leverage ITIL best practices – from capturing and prioritizing the demand for new or updated services to defining and categorizing these services along with the SLAs associated with them, transitioning these services into operations and then continuously monitoring performance and identifying areas for optimization.
ITIL Processes Supported by Service Manager