Service management systems have become IT's face to the business. However, the legacy ITSM behemoths and custom service desks IT invested in years ago are inflexible, offer very limited visibility across the service delivery process, and are difficult to adapt and use. These traditional solutions focus only on the "break-fix" problem, so they end up impeding an IT organization's efforts to transform itself into an engaging service provider to the business.
By leveraging a process management platform at its core, an Orchestrated Service Management system – deployed on premises or in the cloud – can address the flexibility, visibility, and usability challenges inherent in traditional ITSM solutions and keeps business and IT perfectly in sync. These process-based systems deliver these benefits:
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Toolkits such as Lotus Notes or BPM platforms allow the creation of at least rudimentary ITSM functionality, albeit at the price of high TCO. Behemoths such as ERP-like help desks suffer from not being process-driven and from high TCO. Ticket Takers are also off-the-shelf products from an earlier era. Though inexpensive, they are not process-driven and so provide limited value-add. SaaS-based systems generally sit between Behemoths and Ticket Takers, offering relatively low TCO at the expense of limited flexibility and poor process automation.
An ITSM system should not be a major financial component of any CIO's portfolio. The fact that it is in so many shops is a relic of the ERP-economics of legacy systems. At the same time, an ITSM system should advance the cause of making IT a friendly and supportive partner to the business. Orchestrated Service Management systems like Serena Service Manager provide a new approach to ITSM that address this challenge by marrying a process-driven architecture to low TCO.