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Serena Service Manager

...



ITSM

2011

SERENA SOFTWARE INC.


Serena Software
Serena Service Manager

SSM 2.0
SBM
2012

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

SERENA SOFTWARE INC.

Serena Solutions

AndSerena
How We
Service
Got To
Manager
ITSM

ITSM

Serena Service
Manager 1.0
1 , 2011

Serena Service
Manager 2.0

Serena Service
Manager 3.0

2 , 2011

4 , 2011


SBM
ITSM

BPM

TeamTrack

1999

Software
Change &
Config Mgt.

ALM

1981
44

Serena
Business
Manager
(SBM)

1600
24%
SBM
ITSM & ITIL

2007

Orchestrated
ALM

2000

2010
SERENA SOFTWARE INC.

Serena Service Manager

1999-2007

2007 2011+

IDM/IDT



(workflow)

.


-
web

SERENA SOFTWARE INC.

2011+

SSM 2.0
-
ITSM

SSM
helpdesk & ticketing ,
,
ITSM -
,
,
,


ITIL - -
, .

SERENA SOFTWARE INC.

ITSM

/

.

,
?!

SERENA SOFTWARE INC.

Serena Service Manager

SERENA SOFTWARE INC.

ITSM

Serena Request Center


Serena Lifecycle Dashboard
Serena
Requirements
Manager

Serena
Development
Manager

Serena
Release
Manager

Serena Request Center


Serena
Service
Manager

Serena Lifecycle Dashboard


Serena Business Manager

Serena
Requirements
Request
Manager
Management

Serena Service Manager


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

Configuration
Management

Collaboration

Serena Business Manager

Intelligence

User/Identity

Relationship

Resource

Time

Service Composition and Orchestration

On-Premise And On-Demand


9

SERENA SOFTWARE INC.

Calendar

Serena Request Center

10

SERENA SOFTWARE INC.

SBM

Request
Submission

KB
FAQ
Tech Note
How-To

Incident
Resolution

Announcement

Change
Fulfillment

11

SERENA SOFTWARE INC.

Serena Service Manager 2.0



12

SERENA SOFTWARE INC.

IT

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SERENA SOFTWARE INC.

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SERENA SOFTWARE INC.

15

SERENA SOFTWARE INC.

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SERENA SOFTWARE INC.

Serena Business Manager


(SBM)

Govern

17

SERENA SOFTWARE INC.

SBM

18

SERENA SOFTWARE INC.

2012

19

SERENA SOFTWARE INC.

2012

Serena Request Center

Serena Lifecycle Dashboard

Serena
Requirements
Manager

Serena
Development
Manager

Serena
Release
Manager

Serena Business Manager

20

SERENA SOFTWARE INC.

Serena
Service
Manager

(1- 2012)

21

SERENA SOFTWARE INC.

(1- 2012)

22

SERENA SOFTWARE INC.

Serena Fulfillment Center (1-


2012)

23

SERENA SOFTWARE INC.

(1-
2012)
SLA Risk Assessment
(Frequent Path Analysis)

Top 10 SLA Violations


(By Service)

SLA Duration

30

Path 5

25

25
Item Count

Overall SLA Health

Path 4
Path 3
Path 2

Measured
SLA

Path 1

18

20

16

15

12
8

10
5
0

SLA
Threshold

Time to Destination (Days)

Period: August 1 to August 31, 2011

24

SERENA SOFTWARE INC.

Service 1

Service 2

Service 3

Service Name

Service 4

Service 5

25

SERENA SOFTWARE INC.

Web

26

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

Process Orchestration

BMC Remedy


, ,
, ,
,

,

Remedy
IBM Lotus Notes

ITSM - IT Expert
BMC
Remedy
30

SERENA SOFTWARE INC.

:

ALM

Process Orchestration

HP QC
Serena Dimensions RM

HP QC
Microsoft Sharepoint
Microsoft Project
31

SERENA SOFTWARE INC.


Microsoft Dynamics

web


( 3
)

,

FIREWALL

Process Orchestration

- OmniTracker
32

, &
,

SERENA SOFTWARE INC.

:
ITSM + ALM


,

1,500

FIREWALL

800

Process Orchestration

- HP
, &
,
33

SERENA SOFTWARE INC.


(SaaS +
)
50,000

Incident Submission
and L1 Support

Public Cloud
Process Orchestration

FIREWALL

150

Service-Now
HP Service Manager
(L2/L3 Support)

34

SERENA SOFTWARE INC.

:
(IM,
PM, CM)

Lotus Notes
Incident Submission


Web Lotus Notes
FIREWALL

300

Lotus
Notes

Process Orchestration

- BMC
Remedy
, ,

35

SERENA SOFTWARE INC.

98 100 Fortune Serena

Healthcare

Financial

Industrial

Tech/Telco

Insurance

Government

36

SERENA SOFTWARE INC.

Serena
Serena

37

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

40


SBM

SERENA SOFTWARE INC.

Serena Service Manager 2.0

SBM

SBM

SSM

Service Desk

SLA

(SBM)

41

SERENA SOFTWARE INC.

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