About Serena Service Manager

Service Manager includes:

Process Apps

Serena Service Manager comes packaged with fully functional, easy-to-use applications for incident, problem, change, and configuration management.

Workflow rules determine how an item should progress through each process and whether certain criteria must be met before an action can be performed. These actions can be performed automatically.

For example, workflow rules can be established to ensure that a CI has valid data. If these conditions are not met, an automated action can be launched on the item, such as preventing the item from being transitioned to the next state.

Service Manager includes the complete tracking functionality of SBM, which enables you to track changes to every item. Each item is assigned a unique identifier after it is created in SBM. Every activity is recorded, including field updates, transitions, and relationships, as the item moves through the workflow.

You can access this data by viewing the Change History of the item or by running reports. This data provides an audit trail for the item throughout its life cycle; you can use this data to improve your processes.

Multiple auxiliary tables are included that contain values that are used by selection fields. The values for these fields can be easily changed by modifying the auxiliary tables.

For details, refer to Process Apps Overview.

Serena Request Center

Request Center provides a one-stop Web portal for corporate users to request services and view requests they submitted or need to approve.

Request Center includes Knowledge Center for managing knowledge base articles and announcements. Urgent announcements are displayed prominently below the Request Center banner, unless the announcement bar is disabled. Articles are organized by category to filter them for easier searching, and are assigned to visibility groups to control who can access them.

For details, refer to Serena Request Center Overview.

Serena Work Center Dashboards and Views

Work Center organizes Service Manager applications into application groups to streamline how your IT service team fulfills services requests, publishes articles to the Knowledge Center, and manages changes and configurations.

Work Center also provides the IT operations team with a set of dashboards and activity views, enabling them to maintain complete visibility across the end-to-end service delivery process. This includes the ability to view actionable metrics related to costs and resource utilization.

For details, refer to Serena Work Center Overview.