Drive ITIL Best Practices with Serena
- Problems with Problem Management?
- Critical events falling through the cracks?
- Gaps between Service Transition and Operation?
It's time to automate the ITIL processes that support your services
With Serena you can automate the processes across Service Transition and Service Operation while maintaining the flexibility you need to make sure you can realign support as the business demands it.
Which solution is right for you?
Serena gives you everything you need to automate your service support processes. This simple guide will help you find the right tool for your need.
Change Request Management
Whether you need to track changes for a single project or manage an enterprise-wide change advisory board (CAB), we suggest Change Request Management. With Change Request Management all CRs are efficiently captured and routed to the appropriate people for approval and execution, ensuring that change requests are prioritized and managed through the entire change process.
Change, release and configuration management
If you need to implement best practices around change, release, and configuration management we recommend you look at Dimensions CM. With a single repository for managing change, Dimensions CM gives you a unified application lifecycle management system.
Serena helps automate your ITIL best practices with:
- Configurability
Whether you are designing a change management process or modifying dashboard reports, you can easily configure the application to adhere to your ITIL practices and ensure that you can realign your practices as your relationship with the business evolves. - Automated Processes
With automatic notifications, business rule enforcement, and item routing, you ensure that all your ITIL best practices are enforced from incident to resolution. - Visibility and Traceability
Serena provides visibility into your service support process. Requestors can see the up-to-date disposition of requests. Managers can see everything from trend reports to detailed status of individual incidents, problems and CRs. Sophisticated notification capabilities ensure that everyone is kept abreast of changes, and that exceptions are handled quickly and according to established business rules.