Jump to content
Serena Service Manager
Automate and speed service delivery
Serena Request Center provides a packaged ITIL v3 Request Fulfillment process that lets you manage service requests separately from incidents, expediting user request fulfillment. The Request Fulfillment process captures and reports on requests for approval, providing continuous insight on fulfillment progress to both your IT staff as well as the requesting user.
You can easily customize the packaged Request Fulfillment process to reflect your organization’s priorities and policies – and to integrate with related processes. By taking advantage of process automation for request fulfillment, you can quickly manage unlimited service fulfillment tasks.
[Click to enlarge] Pre-packaged request fulfillment process expedites service delivery
In the Request Center, users can track the progress of an open request at any time. This process transparency increases user satisfaction with IT and reduces the demand on your IT staff to answer follow-up inquiries on status or tackle repeated ticket submissions. IT can use the progress metrics to audit processes, assess trends in fulfillment to determine staffing needs and identify additional areas for improvement.
See how easy it is for users to search for information, enter a service request and check on its status or submit an incident report: