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Serena Service Manager
The ITIL Service Design (SD) volume provides good-practice guidance on the design of IT services, processes, and other aspects of service management. Serena Service Manager lets you easily define process-based services that you can quickly categorize and showcase through a service catalog within Serena Request Center.
[Click to enlarge] Easily define and categorize ITIL-based services
Serena Service Manager also lets you can quickly define the associated service level targets and the rules that trigger corrective action when these targets are at risk of not being met or are violated. As Serena Service Manager is a process-based solution that lets you configure service delivery processes to match the way you actually serve the business, the service level measurements accurately reflect real performance.