Serena ITSM

Serena Service Manager ...

ITSM

2011

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SERENA SOFTWARE INC.

Serena Software Serena Service Manager

SSM 2.0 SBM 2012

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Serena Software, Redwood City, California (USA) : 1980

: New York, Los Angeles, Washington D.C. Sao Paulo London, Paris, Madrid, Milan, Munich, Stockholm, Antwerp Singapore, Tokyo, Melbourne, Bangalore, Seoul

: 700+

: 17,000 10 98 100 Fortune

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Serena Service Manager Serena Solutions And How We Got To ITSM

ITSM

Serena Service Manager 1.0 1 , 2011

Serena Service Manager 2.0 2 , 2011 SBM ITSM

Serena Service Manager 3.0 4 , 2011

BPM1999

TeamTrack

Serena Business Manager (SBM) 2007

1600 24% SBM ITSM & ITIL

ALM

Software Change & Config Mgt. 19814 4

Orchestrated ALM

2000

2010SERENA SOFTWARE INC.

Serena Service Manager

1999-2007 IDM/IDT (workflow)

2007 2011+ . - web

2011+ SSM 2.0 - ITSM

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SSM helpdesk & ticketing , , ITSM - , , , ITIL - - , .

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ITSM / .

, ?!

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ITSM

Serena Request Center Serena Lifecycle DashboardSerena Requirements Manager Serena Development Manager Serena Release Manager Serena Service Manager

Serena Request Center

Serena Lifecycle DashboardSerena Business Manager

Serena Requirements Request Manager Management

Serena Service Manager Serena Serena Development Problem Release Incident Change Manager Management Manager Management Management

Configuration Management

Collaboration

Serena Business ManagerRelationship Resource Time

Intelligence

User/Identity

Calendar

Service Composition and Orchestration

On-Premise And On-Demand9SERENA SOFTWARE INC.


SBM

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Request Submission

KBFAQ Tech Note How-To

Incident Resolution

Announcement

Change Fulfillment

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Serena Service Manager 2.0

IT

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,

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15


16


Serena Business Manager (SBM)

Govern

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SBM

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2012

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2012


Serena Lifecycle Dashboard

Serena Requirements Manager

Serena Development Manager

Serena Release Manager


Serena Business Manager

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(1- 2012)

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(1- 2012)

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Serena Fulfillment Center (1- 2012)

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(1- 2012)SLA Risk Assessment (Frequent Path Analysis)SLA DurationPath 5 Item Count Path 4 Path 3 Path 2 Path 1 0 1 2 3 4 5 Measured SLA 30 25

Top 10 SLA Violations (By Service)25 18

Overall SLA Health

20 15 10 5 0Service 1

16 12 8

Time to Destination (Days)

SLA Threshold

Service 2

Service 3

Service 4

Service 5

Service Name

Period: August 1 to August 31, 2011

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Web

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: ITIL BMC Remedy , , , , ,

Process Orchestration

, Remedy IBM Lotus Notes

ITSM - IT Expert BMC Remedy30SERENA SOFTWARE INC.

: ALM ,


HP QCSerena Dimensions RM

HP QC Microsoft Sharepoint Microsoft Project31SERENA SOFTWARE INC.

: Microsoft Dynamics

web ( 3 ) , - OmniTracker32

FIREWALL


, & ,


: ITSM + ALM

, 1,500 800 - HP, & , 33

FIREWALL



: Incident Submission and L1 Support

(SaaS + ) 50,000 150 Service-Now

Public Cloud Process Orchestration

FIREWALL

HP Service Manager (L2/L3 Support)

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: (IM, PM, CM) Web Lotus Notes 300 Lotus Notes - BMC Remedy, , 35

Lotus Notes Incident Submission

FIREWALL



98 100 Fortune Serena

Healthcare

Financial

Industrial

Tech/Telco

Insurance

Government

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Serena Serena

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?

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?

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SBM Frameworks

: : JavaScript TeamScript ( ) Web Services (/ , / ) Serena Business Manager

, ,

SBM

40


Serena Service Manager 2.0 SBM SBM

SSM

Service Desk

SLA

(SBM)

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Documents

Serena ITSM