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Serena Launch Briefing: Serena Service Manager
1. Introducing Serena Service Manager Helping Orchestrate Dev + Ops David Hurwitz 12 Sep 2011 SERENA SOFTWARE INC.
2. What We’re Announcing SERENA SOFTWARE INC. 2 BRAND NEW Serena Service ManagerRevolutionary new approach to IT Service Management LATEST Serena Release Manager Deployment at the speed of Agile
3. Help Desk Haiku Twitter Contest SERENA SOFTWARE INC. 3 Help desk sent a hunk Man I didn't get his name Oh look, broke again! ;) Called from hospital Help told me to pull the plug Grandma almost died #HelpDeskHaiku Try turning it off Now try turning it back on You're very welcome
4. Business-IT Gap Speeding Business Value with Orchestrated Application Delivery SERENA SOFTWARE INC. 4 Process Deploy Demand Business IT Develop IT Apps
5. Bridging Dev + Ops with Orchestrated Service Management SERENA SOFTWARE INC. 5 IT Services Service Request Fulfill Process Demand Deploy Business IT Develop IT Apps
6. Orchestrated Service Management SERENA SOFTWARE INC. 6 Process-Based DIY Flexibility to reduce overall TCO End User Easy to help adoption & satisfaction ITILOut of the Boxto follow best practices End-to-End Visibility to speed issue resolution On-Premise and Cloud to streamline deployment
10. Customer Traction for Serena Service Manager SERENA SOFTWARE INC. 10 6months 20customers 150,000+ users
11. Serena Release Manager SERENA SOFTWARE INC. 11 IT Services Service Request Fulfill Process Demand Deploy Business IT Develop IT Apps
12. Serena Release Manager 2:Deployment at the Speed of Agile SERENA SOFTWARE INC. 12 Fully Automated Release Vault, Release Control & Release Automation to quickly deliver quality releases Complete Visibility Release calendar to keep Dev, QA and Ops in sync Under Control Workflows, notifications & audit trails to streamline path to production
15. Additional Information & Resources Online demonstration Screen shots with captions Screencast recording based on press deck Serena Service Manager solution brief Serena Release Manager solution brief FAQs About Serena fact sheet Spokesperson headshots, names, titles SERENA SOFTWARE INC. 15 Available at xxxxxxxx
16. Bridging the DevOps Divide SERENA SOFTWARE INC. 16 BRAND NEW Serena Service ManagerAvailable Now LATEST Serena Release ManagerV2 Available November
And that’s why we’ve developed Serena Service ManagerWe’ve incorporated ITIL best practices into the solutionOur customers want something that is a lot more flexible as there is a process management platform under the covers. There are three major benefits as a result – 1) it makes it so much easier to change processes to match the way you actually deliver services; 2) it’s a lot easier to upgrade and you aren’t forced to re-implement your customizations every time you upgrade; and 3) you can easily leverage the underlying process management platform to automate your fulfillment processes as well as other core IT processes. Your organization delivers services well beyond just break-fix support! This is something you can run IT on!As the solution is process-based and not forms-based like a lot of solutions out there (Service-Now being one of them), the metrics and reports are based off of the actual process being followed within your organization. So you get actionable metrics and dashboards based on your integrated service delivery processesOne of the things that we’ve worked really hard on is the user experience. We’ve made it extremely easy for user and technicians to submit and work on requests. Very simple, easy to use forms. Our service request center provides your users with a single point of contact for all IT services. And it gives your team a way to funnel requests as well as showcase the breadth of services that you have to offer that go well beyond tackling the typical break-fix requests.And you have flexible deployment options – its available for use both on premise or on demand. Unlike other solutions like Service-Now, Serena Service Manager is truly multi-tenanted which again drives down the cost of ownership for you
So what does the solution look like?As I mentioned, you can visually configure and change processes to match the way you deliver services. The swimlanes make it easy to, at a glance, know who is responsible for what
As I mentioned we’ve put a lot of effort into making the solution easy to use and easy to access for both your technicians as well as your end users. Which in turn improves your users’ perception of the service that they get from IT. As your users get comfortable with using the solution, fewer people bypass the system which in turn drives down the cost of running your service desk
Here’s a look at the rich, unified dashboards that you get that are based off of actual process paths – so you are making decisions off of accurate business metrics
Regardingthe success story:The customer is a Fortune 1000 company leveraging Serena Automated Release Management solution in conjunction with Dimensions CM (Release Vault) for their next generation application platform.The customer is investing heavily in this platform ($120M) and needs a way to manage the significant code deployments that accompany an agile app dev process. The business case demonstrates that a mid 6 figure investment will conservatively yield a <6 month ROI. We accomplish this by automating release management tasks that went from 30-90 minutes per release process (JBoss, OSB, etc.), down to an average of 2-3 minutes. By leveraging Serena Release Automation the customer is now capable of scaling to support enterprise agile development (removing the bottleneck that was present in release management) and ensure releases are consistently delivered correctly every time.
