Serena Service Manager
PEOPLE + PROCESS | Perfectly in sync.
Foster social collaboration among IT stakeholders
As a service desk manager, your primary goal is to equip your analysts with the right resources at their finger tips so as to quickly resolve issues, resulting in a better customer experience and a lower cost of service delivery. The Orchestrated IT Feed provides your analysts with instantaneous access to the people involved in a particular item as well as those who are likely to have the expertise to help resolve that issue. Avatars or icons that represent these users are visible on every screen that the analyst interacts with, enabling real-time collaboration and sharing of expertise. Conversation threads are grouped by the various stages in the service delivery process. You can choose to "follow" an item, person or issue and get status updates via Twitter, Yammer, email or SMS.