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Serena Service Manager
Transform your IT organization into a true service provider
In an effort to improve user perception of IT, companies are now looking at means to transform their IT operations to be more service-oriented. They are aggressively adopting an external service provider approach to running internal IT operations. The primary objective is to be more responsive, gain greater credibility within the business units, and justify IT investments based on delivered business value. Most traditional ITSM solutions fall short when it comes to providing the capabilities that can help an IT organization easily promote and quantify the breadth and value of services that they have to offer.
A starter pack of pre-built service requests makes for a professional looking and functional service catalog as soon as you deploy the solution. These pre-built requests (e.g., new hire, phone set up, network access, badge access) are "mini applications" – you get the request submission forms in visually appealing designs along with the workflows that are required to fulfill these user requests.
Serena Request Center also lets you easily define and organize your own custom services within a service catalog to aid discovery. You can even limit the publication of these services to select groups – ensuring that each user only sees those services that they are authorized to order.
[Click to enlarge] Serena Service Catalog simplifies service definition and publication
Once these services are defined, you can easily showcase them via the centralized service request center – that you can deploy on premise or access via the Cloud. Users can then explore and order services directly from the catalog in the Request Center, launching the automated approval and delivery processes you have defined. In addition, when a user requests a new service, you can easily create a new definition in the Service Catalog and publish it to approved users.
See the Service Catalog in action: