Serena Service Manager
PEOPLE + PROCESS | Perfectly in sync.
Incident & Problem Management
Gain integrated visibility and control
Serena Service Manager offers central control over incident, problem and change management. New tickets follow a configurable process that determines next steps for each ticket depending on the topic, priority and impact. The ticket can be automatically routed to another process or to a specific individual for further action. When the ticket is closed, the person who submitted it can be automatically notified – and can even be asked to submit a review of the service.
Each step in incident and problem resolution is tracked and can be presented in status and audit reports that serve as the basis for further analysis and process improvement efforts. The ticket submitter can use the self-service portal to track status, reducing the likelihood of duplicate or follow-up phone calls and tickets.