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 INC.
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 SOFTWARE INC.
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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SERENA SOFTWARE INC.
SSM helpdesk & ticketing , , ITSM - , , , ITIL - - , .
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SERENA SOFTWARE INC.
ITSM / .
, ?!
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SERENA SOFTWARE INC.
Serena Service Manager
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SERENA SOFTWARE INC.
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.
Serena Request Center
SBM
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SERENA SOFTWARE INC.
Request Submission
KBFAQ Tech Note How-To
Incident Resolution
Announcement
Change Fulfillment
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SERENA SOFTWARE INC.
Serena Service Manager 2.0
IT
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SERENA SOFTWARE INC.
,
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SERENA SOFTWARE INC.
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SERENA SOFTWARE INC.
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SERENA SOFTWARE INC.
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SERENA SOFTWARE INC.
Serena Business Manager (SBM)
Govern
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SERENA SOFTWARE INC.
SBM
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SERENA SOFTWARE INC.
2012
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SERENA SOFTWARE INC.
2012
Serena Request Center
Serena Lifecycle Dashboard
Serena Requirements Manager
Serena Development Manager
Serena Release Manager
Serena Service Manager
Serena Business Manager
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SERENA SOFTWARE INC.
(1- 2012)
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SERENA SOFTWARE INC.
(1- 2012)
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SERENA SOFTWARE INC.
Serena Fulfillment Center (1- 2012)
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SERENA SOFTWARE INC.
(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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SERENA SOFTWARE INC.
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SERENA SOFTWARE INC.
Web
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SERENA SOFTWARE INC.
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SERENA SOFTWARE INC.
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SERENA SOFTWARE INC.
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SERENA SOFTWARE INC.
: ITIL BMC Remedy , , , , ,
Process Orchestration
, Remedy IBM Lotus Notes
ITSM - IT Expert BMC Remedy30SERENA SOFTWARE INC.
: ALM ,
Process Orchestration
HP QCSerena Dimensions RM
HP QC Microsoft Sharepoint Microsoft Project31SERENA SOFTWARE INC.
: Microsoft Dynamics
web ( 3 ) , - OmniTracker32
FIREWALL
Process Orchestration
, & ,
SERENA SOFTWARE INC.
: ITSM + ALM
, 1,500 800 - HP, & , 33
FIREWALL
Process Orchestration
SERENA SOFTWARE INC.
: 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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SERENA SOFTWARE INC.
: (IM, PM, CM) Web Lotus Notes 300 Lotus Notes - BMC Remedy, , 35
Lotus Notes Incident Submission
FIREWALL
Process Orchestration
SERENA SOFTWARE INC.
98 100 Fortune Serena
Healthcare
Financial
Industrial
Tech/Telco
Insurance
Government
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SERENA SOFTWARE INC.
Serena Serena
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SERENA SOFTWARE INC.
?
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SERENA SOFTWARE INC.
?
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SERENA SOFTWARE INC.
SBM Frameworks
: : JavaScript TeamScript ( ) Web Services (/ , / ) Serena Business Manager
, ,
SBM
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SERENA SOFTWARE INC.
Serena Service Manager 2.0 SBM SBM
SSM
Service Desk
SLA
(SBM)
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SERENA SOFTWARE INC.