Serena Service Manager Installer Components

The following components are delivered as part of every Service Manager installation depending on which underlying required SBM components are detected on the server:

Solution Files

The solution files contain the workflows and data models that comprise each of the Service Manager process apps. The Service Manager installer delivers the following solution files on the server that hosts SBM Application Repository:

Serena Request Center (SRC) – Includes the process apps associated with Request Center:
- SRC - Starter Pack Forms - IT
- SRC - Knowledge Management
- SRC - Service Request
Serena Service Manager (SSM) – Includes the process apps associated with Service Manager:
- SSM - Change Management
- SSM - Configuration Management System
- SSM - Asset Management
- SSM - Incident Management
- SSM - Problem Management
- SSM - Integrations

If you are upgrading from an earlier version, it is likely that you modified these process apps; therefore, the solutions that are delivered by the installer are not automatically deployed to your default environment. You can either use SBM Composer to compare and merge changes and then deploy the apps or you can promote and deploy the new versions, which will overwrite your existing modifications. For detailed upgrade instructions, refer to the Serena Service Manager On-Premise Upgrade Guide.

After the installation is complete, the solution files can be found in the Solutions directory located here: SBM Installation Directory\Serena\Solutions\SSM\Solution. The file names are composed of the version number of the current solution and the .sln extension. After you upgrade to a newer version of a solution, the previous .sln files are no longer used, but they are not deleted. You can delete these previous solution files to save space.

Framework Files

The framework files augment your underlying SBM installation to enable certain Service Manager features. The framework files include new templates, images, and code that are backward compatible with your existing installation.

For example, the Service Manager installer provides a set of HTML templates to display the Request Center. The HTML templates are installed on your SBM Application Engine server, but do not affect your current SBM installation.

The following important framework files are delivered by the Service Manager installer on the server that hosts the SBM Application Engine:

Custom e-mail templates that are used by the Service Manager process apps.
Framework files that are required for the Knowledge Center.
Relationship Explorer framework files, including the files needed for the graphical visualizer, which is used to visually depict relationships between items.

Service Level Agreement (SLA) Files

Service Level Agreements (SLAs) define the level of service that an organization commits to its customers. SLAs contain performance metrics that correspond to these commitments. You define these metrics in SBM Application Administrator. The SLA files are delivered by the Service Manager installer on the server that hosts SBM Common Services.