Service Manager

PEOPLE + PROCESS | Perfectly in sync.

Comparing Service Manager to other
ITSM options

An ITSM system should not be a major financial component of any CIO's portfolio. The fact that it is in so many shops is a relic of the ERP-economics of legacy systems. At the same time, an ITSM system should advance the cause of making IT a friendly and supportive partner to the business. Orchestrated Service Management systems like Service Manager provide a new approach to ITSM that addresses this challenge by marrying a process-driven architecture to low TCO. This table shows how other ITSM options measure up on TCO and process-driven capabilities.


Options for IT Service Management

Ticket Takers or Serena?

  • Emerging SaaS Providers such as Service-Now and niche products are limited by their lack of a true process-driven architecture. They are often low-cost alternatives to the behemoths and toolkit providers. However, they deliver limited flexibility, visibility and process automation. While they continue to add features, their architectural heritage limits their ability to provide optimal process automation, reporting and adaptability.
  • Unlike these options, Serena combines low TCO with unparalleled process flexibility, adaptability, transparency and automation.

Behemoths or Serena?

  • The big vendors such as BMC, HP, and CA are typically seen as a safe choice. But their solutions are expensive to acquire, implement, maintain, and upgrade so as to keep pace with changing demands. While these companies promote their end-to-end capabilities, the collection of products inherited through acquisitions are not well-integrated and require significant consulting dollars to implement. Changes are typically difficult and expensive.
  • Once up and running, these solutions offer limited visibility. They are typically difficult to use and do not offer a rich process-driven layer to simplify automation and enable easy adaptability.
  • Unlike this option, Serena offers better usability and complete visibility – and a process-based solution that makes implementation and adapting to change easy.

Toolkits or Serena?

  • The benefit of building your own ITSM application on top of a platform such as Lotus Notes is that you can leverage your investment in an existing platform that includes a workflow engine. The downside includes high costs for licenses and development, limited visibility, no built-in ITIL processes or other ITSM-specific functionality, and challenging upgrades. Rather than adding value by adapting a packaged ITSM solution to best meet your organization’s unique needs, your programming staff is spending time duplicating the work that ITSM solution experts have built into their offerings.
  • If you originally chose to build your own ITSM solution to take advantage of native workflow capabilities that you couldn’t find in a commercial product, now you can get the best of both worlds with Service Manager – a process-based ITSM solution.



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