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Significant improvements have been made to Serena Demand Manager:

Demand Plan Process App

Serena Demand Manager brings governance to your planning process through the Demand Plan process app. Analysis, approvals, and reviews are now tightly integrated with Serena Demand Center, allowing participants in your planning process to collaborate on demand item analysis and other activities from plan creation to completion, all with full audit capabilities provided by Serena Business Manager.

Customizing the Demand Plan Process App

Each of the states and transitions in the Demand Plan workflow coordinate with plan life-cycle actions in Demand Center. Customizing the workflow is possible, but use caution when doing so. Before beginning this advanced customization, read the instructions in S139262 in the Knowledgebase at serena.com.

Deprecated Features

The Project Proposals and Voting process apps that were included with Serena Orchestrated Ops 3.5 are no longer available. Upgrades for these process apps are not supported.

• The Knowledge Management application now supports Smart Search functionality. Smart Search provides sophisticated search handling by recognizing keywords, phrases, synonyms, wild cards, and returning related knowledge base items.
  • Use SBM Configurator to configure settings related to the location of Smart Search index files, expected search usage for your system, and the database polling interval (how often the service should poll the database to learn about new search strings).
  • The entire knowledge base article is now indexed for searching, so in Request Center, a search can return any word in the content, title, and summary fields. If you anticipate that users will search using a different word, you can type it in the Keywords field in the article to include it in a search.
  • In the SBM User Workspace, the Details tab (formerly called the Overview tab) now includes the Summary field and the optional Keywords field. References to the obsolete keyword generator script and the jQuery plugin have been removed from forms.
  Note: To implement this feature as part of an upgrade from a previous version of SOO, you must follow the steps described in the Serena Orchestrated Ops On-Premise Upgrade Guide to upgrade the following process apps:

  • SRC - Knowledge Management
• A "service" configuration item (CI) can now be created in the Configuration Management System (CMS). A service CI is the highest level of CI, but it is visible throughout the CI hierarchy down to the individual request. This allows service data to be accurately and efficiently captured and reported. After an administrator links a service CI to a service request in Serena Request Center, all requests submitted into that service request from Request Center are associated with that service CI.

  An administrator can also use SBM Application Administrator to link a service CI to a service request at the project level. This service CI will be set by default for all requests submitted from the SBM User Workspace and for all requests submitted from Request Center to service requests not already linked to a service CI as described above.

  Note: To implement this feature as part of an upgrade from a previous version of SOO, you must follow the steps described in the Serena Orchestrated Ops On-Premise Upgrade Guide to upgrade the following process apps:

  • SRC - Service Request
  • SSM - Configuration Management System

• Configuration Management System changes:
  • The Relationship Explorer for configuration items (CIs) in the Configuration Management System (CMS) application has been enhanced and includes new navigational features, including the ability to view details of items in the graph in a popup window, show or hide the type of relationship between items, and open the graph in a separate window.
  • Constraints can now be defined to prevent relationships that do not make sense, such as "Server runs on Software," from being created. An administrator can select which parent and child CI types are allowed for each relationship type. Validation checks ensure that the constraints are enforced when a relationship is submitted or updated.
  • Each CI category is now represented by an icon, which is displayed in the Relationship Explorer and stored in the CI Categories auxiliary table. By default, certain icons are associated with the default categories and a computer icon is associated with new categories. You can change an icon by selecting another image stored in a provided library or by entering a URL to an image stored somewhere else.
  Note: To implement these features as part of an upgrade from a previous version of SOO, you must follow the steps described in the Serena Orchestrated Ops On-Premise Upgrade Guide to upgrade the following process app:

  • SSM - Configuration Management System
• The new "SOO_OLA_default.htm" template is now available for e-mail notifications associated with Service Level Agreement (SLA) actions. It includes text that informs users that an item is being monitored by an SLA or OLA and has reached a level of risk or violation.
  Note: To implement this feature as part of an upgrade from a previous version of SOO, for existing actions, select this template on the Edit Notification page in SBM Application Administrator.
• The group queues feature was expanded to include the following:
  • Problem Management now supports group queues and has an Investigation Queue state.
  • The Change Management submit form has a Change Management Team Multi-User field; the selected users become the secondary owners of the new Classification Queue state.
  • Operation Level Agreements (OLAs) are now defined for each "queue" state. The OLAs are configured to have notification e-mails sent to users after a certain threshold is reached.
  • A new "Worklist Dashboard" with three reports was added to the Incident Management, Change Management, Service Request, and Problem Management applications.
  Note: To implement these features as part of an upgrade from a previous version of SOO, you must follow the steps described in the Serena Orchestrated Ops On-Premise Upgrade Guide to upgrade the cited process apps.
• Additional SOO-specific conditions and actions are now available for custom form actions.
  Note: To implement this feature as part of an upgrade from a previous version of SOO, you must follow the steps described in the Serena Orchestrated Ops On-Premise Upgrade Guide to upgrade the applicable process apps.
• Change Management has been integrated with Demand Manager and can be used as a demand item application out of the box.
  Note: To implement this feature as part of an upgrade from a previous version of SOO, you must follow the steps described in the Serena Orchestrated Ops On-Premise Upgrade Guide to upgrade the following process app:

  • SSM - Change Management
• The "Any [item] is submitted" notification changed such that the submitter of an item will not get a notification when the item is submitted. The new "[Item] submitted which affects me" notification is sent to the affected user and any additional contacts when an item is submitted.
  Note: To implement this change as part of an upgrade from a previous version of SOO, you must follow the steps described in the Serena Orchestrated Ops On-Premise Upgrade Guide to upgrade the following process apps:

  • SSM - Change Management
  • SSM - Configuration Management System
  • SSM - Incident Management
  • SSM - Problem Management

• A "service" is now called a "service request," and a "service request" is now called a "request."

• The new Serena Demand Manager User's Guide provides guidance to Serena Demand Center users. This guide is available on the Documentation Center.
• The Serena Service Manager ITIL Guide was renamed to Serena Service Manager Concepts Guide.