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ITIL Solutions

Let Serena help you govern change—rather than be governed by it.

Today's most successful businesses are built around structured business methodologies and automated processes, allowing them to quickly meet customer demands and deliver value. The result: Increased efficiency, reduced costs, and competitive advantage. Additionally, efficiently managing processes helps enable these businesses to meet government regulations for financial reporting.

ITIL is a time-proven best practice that supports these results.

Industry Recognition
The Serena® solution has earned PinkVerify™ Service Support Enhanced in the ITIL process areas of Incident, Problem, Change, Release, and Configuration Management from Pink Elephant, the globally recognized ITIL experts. 

Pink Elephant’s rigorous verification process means that Serena’s solution has been objectively assessed by Pink Elephant according to the criteria of the OCG. Pink Elephant certifies that the Serena solution meets the mandatory functional requirements in these ITIL process areas.

Learn about:

Customer Implementations
Serena customers have long leveraged the value of Serena software products to manage their ITIL and ‘ITIL-like’ processes. These customers include:

  • Arval
  • Eon 
  • Nextel 
  • Estee Lauder (Global Implementation)
  • Radio Shack
  • Countrywide
  • Janus Funds
  • EcoLabs
  • ADP 
  • Looksmart
  • Robert Mondavi

Serena Expertise
Serena’s Services staff has the expertise that only comes from in-depth experience with best practices assessments, consulting, organizational impact, implementation and training. 

Carrying ITIL Certifications, our staff:

  • Clearly understands the problems our customers face
  • Educates our customers regading solutions to resolve their issues
  • Expertly manages our own complex, global infrastructure to make our processes more efficient for our customers
  • Provides better, more specific solutions to meet the variety of issues facing companies today

Serena Offerings
ITIL adoption comes in an array of implementations. Research indicates that companies generally approach ITIL adoption first with an assessment of their current situation and a gap analysis to provide a roadmap to the end result. 

This is almost always a multi-year, multi-department project. Often, a single process is selected to initiate the implementation, with complete process integration in mind. Many companies elect to begin with either the Service Desk or the Change/Configuration Management process areas and expand from there. This allows them to gain some early results and implement key learning as the project expands.

To provide the optimal solution, Serena has teamed with industry experts to offer a variety of approaches designed to meet your specific needs:

 
ITIL Education

 ITIL Assessments and Consulting

  • Assessments
  • GAP Analysis
  • Process Consulting

ITIL Process Automation

Serena’s Change Management Solution

  • Consulting engagement resulting in the implementation and automation of configured Change Management processes based on the ITIL framework
  • Engagement includes:

     - Executive Workshop
     - Assessment and GAP Analysis
     - Process Design & Consulting
     - Process Implementation and Automation