Serena Service Manager (SSM)

The Serena Service Manager (SSM) system is based on the Serena Business Manager (SBM) platform, supports incident management processes, problems, configurations and changes. And the configuration including all these processes has the certificate of conformity of ITILv3 Pink Elephant. Besides, the Serena Service Manager system is distinguished by flexibility, expansibility and the minimum costs for administration.

Serena Service Manager 3.0

the esheniye of Serena Service Manager is certified by PinkElephant company according to the recommendations of ITIL 3.1 for processes of Incident Management, Problem Management, Change Management. Expect certification of Knowledge Management, Service Catalog Management, Service Level Management, Request Fulfillment. All systems capabilities are available only with the new version of the Serena Business Manager 10 platform.

What new is in the version of SSM 3.0:

Management of the service levels (SLA)

The agreement on the service level (SLA) defines figures of merit of service about which the customer and the contractor of services agreed. SSM allows to configure metrics for measure calculation of SLA at the level of the SBM projects for permanent monitoring of quality of the provided services. Metrics can be configured for any process and be configured over a wide range. For example, it is possible to deliver the following indicator on control – all incidents with a high priority after registration and classification should be considered and closed by a support service within 12 hours or – all incidents with e-mail should be classified within 3 hours, etc.

Data of monitoring of indicators are calculated and shown in real time. Engineers can be guided by metrics for the correct prioriterization of the tasks. Managers of management of service are interested in a historical retrospective of measure values for preparation of the reporting under quality of the provided services for a certain time frame. Also managers can be guided by indicators in real time for identification of activities which are close to agreement breach about quality, and acceptances of the adequate operational measures. Tools allow to place graphic charts on forms and a desktop of a system, to send notifications, to escalate activities.

Request processing on service (Request Fulfillment)

As in ITIL 3.0 one more type of the appeal of the user to IT – service request was separately entered and described – Serena worked and offered three separate models of processing of such requests:

• Atomic – requests require approval by the head, but do not require separate financial approval.
• Requisition - requests require financial approval, but do not require separate approval by the head.
• Composite - requests require also financial approval, and the approval by the head.
• The solution is well integrated with a self-service portal of Serena Request Center.

New forms of the user interface

With the advent of the new editor of forms in SBM 10 with elements of dynamic management of contents and a type of web of the page (form) on field values many problems of development of convenient and saturated forms began to be solved much more simply, than in the previous versions of SBM. As result, a development team of SSM reviewed 80% of templates of forms and offered much more abbreviated call of templates of forms, but at the same time more functional and simple in service.

Socialization of IT

The new widget of the SBM 10 platform perfectly was entered in the solution for incident management and service requests as exactly there is a contact of business and IT. Now the user sees the photo of the engineer, can communicate with him, estimate the level of competence of the engineer, etc.

Serena Request Center

The self-service portal significantly changed regarding the user interface, quality of graphics and functional filling. In particular, when adding service in the directory of services it is possible to select the necessary form of creation of an object – earlier it was unavailable. A big set of templates of forms for different types of services and requests also enters delivery of SSM. In the directory of services criteria of SLA are directly broadcast if painfully services are the agreement. There was an opportunity to fill a news feed with messages from the knowledge base. For example, it is possible to place the declaration of the future unavailability of a corporate portal in communication by planned activities on updating in such time.

Changes in processes

In the new version there are no significant changes in processes, but there are small improvements in processes of management of Problems, the Knowledge base, Configuration elements.