Contents
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Overview
Welcome to Serena Service Manager
About This Document
Getting Help
About Serena Service Manager
Additional Information
Concepts and Processes
Process Apps Overview
Service Management Process Apps
Incident Management
Incident Management Overview
1. Incident Creation
2. Incident Classification and Initial Support
3. Incident Investigation and Diagnosis
4. Incident Resolution and Closure
5. Incident Monitoring and Communication
6. Incident Reporting
Incident Management Roles
Problem Management
Problem Management Overview
1. Problem Creation
2. Problem Classification
3. Problem Investigation and Diagnosis
4. Problem Error Assessment
5. Known Errors
6. Problem Resolution
Problem Management Roles
Change Management
Change Management Overview
1. RFC Creation
2. RFC Classification
3. RFC Impact Analysis
4. RFC Assessment
5. RFC Authorization
6. RFC Implementation
7. RFC Review and Closure
Change Proposal Management Overview
Change Impact Analysis
Risk Analysis Calculator
Change Advisory Boards and Approvals
Change Management Roles
Configuration Management System
Configuration Management Overview
1. Configuration Identification
About Relationships
Creating CIs from Events
Creating a Service as a CI
2. Configuration Control
Understanding Baselines
3. Audit and Verification
4. Status Accounting
Configuration Management System Roles
Asset Discovery Integrations
Asset Management
Asset Management Overview
Asset Management Roles
Asset Management Integrations
Service Request Process Apps
Service Requests
Service Requests Overview
1. Request Creation
2. Request Classification and Initial Support
3. Request Approvals
4. Request Resolution and Support
5. Request Monitoring and Communication
Service Request Roles
Knowledge Management
Knowledge Management Roles
Starter Pack Forms - IT
Starter Pack Service Requests by Category
Serena Request Center Overview
About Request Center
Service Catalog
Requests View
Approvals View
Knowledge Center
Using Knowledge Center Articles
Managing Knowledge Center Articles
Creating Announcements and Articles
Creating Urgent Announcements
Reviewing Articles
Publishing Knowledge Center Articles
Updating Knowledge Center Articles
Deleting Knowledge Center Articles
Serena Work Center Overview
Application Groups
Key Metrics
Service Management Views
Incident Management Dashboards
Problem Management Dashboards
Change Management Dashboards
CMS Dashboard
Service Requests Views
Service Request Dashboards
Knowledge Dashboard
Installation and Configuration
Getting Started
Overview
Serena Service Manager Installer Components
Pre-Installation Checklist
Installing Serena Service Manager
Installation Process Overview
Running the Installer
Configuring Serena Service Manager
Configuring the SLA Load Level
Accessing Serena Work Center
Importing the Solutions
Troubleshooting Imports
Promoting the Snapshots
Promoting the Serena Request Center Snapshots
Promoting the Serena Service Manager Snapshots
Troubleshooting Promotions
Post-Installation Tasks
Updating Endpoints
Preparing the System for Use
Setting Authentication for Orchestrations
Administration
Serena Service Manager
Preparing Applications for Use
Adding Auxiliary Data to SSM Tables
Enabling Notifications
Common Customizations
Customizing the Process Apps
Customizing Asset Management
Enabling the Service Requests Integration with Asset Management
Importing Assets
Customizing Change Management
Customizing Incident Management
Customizing Configuration Management
Managing CI Types
Associating an Icon with a CI Category
General Modifications to Service Manager
Serena Request Center
Preparing Applications for Use
Adding Auxiliary Data to Request Center Tables
Enabling Notifications
Configuring Request Center
Configuring the Catalog View
Defining Category Containers
Defining Categories
Defining Service Requests
Configuring the Requests View
Configuring the Approvals View
Configuring the Knowledge View
Assigning Knowledge Center Privileges
Creating Article Templates
Managing Article Types
Managing Categories
Importing Articles
Customizing the Request Center Portal
Using the Image Picker
Translating Strings for User Defined Objects
Translating Strings Using XML
Translating Strings in Application Administrator
Promoting Translated Strings
Troubleshooting Localization
Troubleshooting Request Center
Additional Information
Managing Users
Service Level Agreements
SLA Reports
SLA Widget
Defining SLAs
SLA Settings
SLA General Options
SLA Clause Options
SLA Clause General Options
SLA Clause Action Options
SLA Action Options
General Features
State Forms
Transition Forms
Custom Form Actions
Working Groups and Suggested Experts Panel
Modifying Urgency, Impact, and Priority
Custom Help