Contents

Service Level Agreements

Service Level Agreements (SLAs) define the level of service that an organization commits to its customers. You can now configure the SLA feature in SBM Application Administrator to define metrics for tracking these commitments. SLAs can be tailored to specific customer requirements. For example, incidents in the "Classification" state must reach the "Closed" state within 12 hours if the value of the Priority field is "1."

Users have distinct reasons to monitor SLAs. Technicians need to know about SLAs that apply to their items so they can prioritize their work. Managers need historical information to measure how well their organizations conformed to SLAs and forecast information to ensure that active items are not in danger of violating SLAs. SLA metrics are accessible to users through SLA reports and forms in the SBM User Workspace. Notifications can be sent to users to alert them when violations occur or items are at risk.

Request Fulfillment Workflows

The Incident Management process app has been renamed to Service Desk Process App and includes three new workflows under Service Requests. These workflows can be used for your request services, and they are used by the Starter Pack Services.

The new Request Fulfillment workflows are:

Dynamic Forms

The transition and state forms in Service Manager have been redesigned using the new form actions feature available in SBM Composer. Form actions became available with Serena Business Manager 10.1, and they allow for dynamic customization of forms based on events and actions. For example, if a user selects a certain value in one field, a related field is either added to or removed from the form. Form actions eliminate much of the JavaScript used on the forms in previous releases.

In addition, the use of form actions in Serena Service Manager 3.0 has drastically decreased the number of forms needed for each process app. Instead of using custom forms for each state and transition, a limited number of forms with form actions are required and they can provide the same benefits.

Enhanced Social IT

Service Desk Process App includes the Social IT feature, which was introduced in Serena Business Manager 10.1. The Social Widget is added to forms in the Service Desk Process App.

The widget displays data for all users who have interacted with specific items. Users' avatars display, along with their contact information. By expanding a user's entry, you can see additional details such as the number of item updates, associated emails, and transitions performed. You can also use the Suggest Expert functionality to view users who have worked on similar issues.

Starter Pack

Miscellaneous Serena Request Center Improvements

Serena Release Manager Integration

Service Manager includes changes to the Change Management process app to integrate with Serena^® Release Manager (SRM). The additional transitions and forms allow users to link and unlink release trains to change requests.

Changes to Process Apps

All Process Apps

The following changes were made to the Serena Service Manager process apps. You can use the Compare feature SBM Composer to merge the changes from your existing process app to the new apps as described in the upgrade procedures.

Important Notes for On-Premise Upgrades

Review the following important notes for all upgrades from previous versions of Serena Service Manager.

• For Oracle systems, the Oracle schema user requires a certain set of roles and privileges to enable "Oracle Text" for use with the Social Widget control that is enabled by default in the SSM 3.0 process apps. See S133641 for details.
  Important: You must apply these roles and privileges to the Oracle schema user prior to promoting or deploying the SSM 3.0 apps.
• For SQL Servers systems, you must ensure that "Full-Text Indexing" is enabled in the DBMS. Note the following:
  • In SQL Server 2005, "Full-Text Indexing" is enabled automatically once you successfully a deploy any process app in which the Social Widget is enabled, as long as the "Full-Text Search" feature was selected during the SQL Server DBMS install.
  • In SQL Server 2008, "Full-Text Indexing" is selected by default for all databases, as long as the "Full-Text Search" feature was selected during the SQL Server DBMS install.
  Note: The Full-Text Search feature in SQL Server is an optional install component. Therefore, verify that the feature is installed in SQL Server first. To verify this, right-click on the database in SQL Server, select Properties, and then select the Files page. “Use full-text indexing” should be selected.
• Prior to Serena Service Manager 3.0, the SSM installation was performed on the server or servers that hosted the SBM Application Engine and the Application Administrator. As of SBM 10.1, the Application Administrator was renamed to Application Repository. The SSM 3.0 installation is performed on the server or servers that host the following SBM 10.1 components:
  • SBM Application Engine
  • SBM Application Repository
  • SBM Common Services
  Note: SSM 3.0 includes a new Service Level Agreement (SLA)component. The SLA component is installed on the SBM server that hosts SBM Common Services. For distributed environments, this means you must determine which SBM server hosts the SBM Common Services component and run the SSM 3.0 installer on this server to install the SLA component.
• The SSM 3.0 installation differs from previous versions in that you must now run SBM Configurator, set the appropriate SLA load-level setting for your environment, and then click Apply after the installer is finished. This enables SBM Configurator to perform important updates to various configuration files on your server (or servers if your installation is distributed).
• If you do not see any services in the catalog after upgrading to SSM 3.0, perform the following steps:
  1. Copy the Common.zip and SRP.zip from Serena\Solutions\SSM\Framework\Shell.
  2. Paste both .zip files into Serena\SBM\Application Engine\payload.
  3. Reset IIS.
  4. Launch the User Workspace and then access Serena Request Center.

Pre-Upgrade Steps

Follow these steps before beginning the upgrade:

1. Before you install Serena Service Manager 3.0, review the What's New section in this readme.
   Note that Serena Service Manager 3.0 contains new and improved versions of the process apps that were included in SSM 2.0. The following 2.0 apps have been changed in Serena Service Manager 3.0:

   • Knowledge Management (available in both the SSM and SRC solutions)
   • Configuration Management (SSM only)
   • Configuration Management System (SSM only)
   • Problem Management (SSM only)
   • Service Desk (formerly known as Incident Management; now available in both the SSM and SRC solutions).

   See Changes to Process Apps for an overview of the changes in each process app.
2. Follow the instructions in the SBM 10.1 readme to upgrade your existing SBM installation. Note that SSM 2.0 is still accessible to your users after the upgrade to SBM 10.1.
3. After you have successfully upgraded to SBM 10.1, back up your existing SBM database before installing SSM.
4. Back up the installation directory structure for SBM on your SBM Application Engine Web Server machine.
5. Download Serena Service Manager 3.0 from support.serena.com.
6. Before you install SSM 3.0, create a report of your SSM 2.0 changes using the Compare feature in SBM Composer 10.1. Use this report to help you determine which changes should be copied into the 3.0 version of the process app after the installation. It is recommended that you compare your current SSM 2.0 apps to the original versions that were packaged with SSM 2.0. (If you did not make any changes to the 2.0 process apps or you do not want to preserve your changes, then skip this step and simply promote the new versions after you import the solutions).

   To create a report of your 2.0 changes, performing the following steps:

   1. In SBM Application Repository, click the Environments tab.
   2. Click the environment name to open it.
   3. Click the Deploy History tab.
   4. Select the process app and click Open.
   5. Select version 1 of the process app and then click Save to File.
   6. Select the latest version of the process app that you have deployed and then click Save to File.
      Tip: Take note of this file name and save location. If you determine that you want to preserve the modifications you have made, you will use this file in the merge steps later on.
   7. Launch SBM Composer and Import version 1 or the process app from the file you just saved.
   8. Select the Compare option from the Composer menu, and open the latest version of the process app from the file that you saved earlier to launch a side-by-side comparison.
   9. Click the Export button to create a report that shows you the changes you have made since the initial promotion.
   10. Repeat these steps for each 2.0 process app.

   For details on using the Compare feature, see the "Comparing and Merging Process Apps" topic in the SBM Composer Guide.

7. Stop the following services on the SBM Application Engine Web Server: Internet Information Services – IIS, Serena Common JBoss, and the Notification Server and Mail Client.
   Note: You can stop IIS and the Serena Common JBoss Service on the Manage Services tab of SBM Configurator.

Upgrade Steps

Follow these steps to perform the upgrade:

1. Run the SSM installer on the server or servers that host the following SBM components:
   • SBM Application Engine
   • SBM Application Repository
   • SBM Common Services
   Note: If these SBM components are installed separately, you must run the SSM installer on each server.
   The "Welcome to the Install Wizard for Serena Service Manager" message appears. Click Next to continue.
2. The installer detects which SBM components are currently installed on the server. A message appears if any of the required SBM components are not detected on the server. Click Install to install SSM.
3. Allow the installation to complete. Once the installation is finished, click Configure to launch SBM Configurator (close and reopen SBM Configurator if it was open during the SSM install). In the SBM Configurator, set the SLA level for your environment and then click Apply.

   Important: You must launch SBM Configurator and click Apply to finish the installation and configuration process. When you click Apply, SBM Configurator updates various configuration files on the server and prepares the system for use (however, you must still import solution files and complete the remaining administrative tasks described in this guide before SSM is ready for use by your end-users).
4. Access the SBM User Workspace using the following URL and allow the interface to load:

   http://serverName/tmtrack/tmtrack.dll?

   Important: Accessing the SBM User Workspace immediately after SBM Configurator is an important part of the upgrade process. This enables the SBM Application Engine to import the framework files that comprise the new simplified user interface (Serena Request Center).

   Once the page loads, continue to the next step.

5. Launch SBM Application Repository and import the solution files as described in the "Importing the Solutions" topic in the Serena Service Manager On-Premise Installation and Configuration Guide.
   Note: A failure message appears in Application Repository if your environment contains a process app that is no longer associated with the solution you are importing and you do not have privileges to delete the obsolete process app. You must grant the user "Delete Process App" and "Delete Application/Orchestration" privileges in Application Repository first in order to proceed with the import.
6. If you want to preserve changes that you made to your SSM 2.0 apps, use the Compare feature in SBM Composer to copy your 2.0 modifications into the 3.0 apps and preserve them. If you did not change the 2.0 apps or do not want to preserve your changes, simply promote all of the new 3.0 apps now, remembering to select Merge Conflicts when you promote. Not selecting Merge Conflicts will result in the loss of all user assignments, notifications, and default field values.

   CAUTION:

   Promoting the new snapshots overlays any existing modifications that you have made to your existing workflows. If you have made modifications that you want to preserve, you must use the Compare feature in SBM Composer to copy your changes first.

   Note: For an overview of the changes in the SSM 3.0 process apps compared to the 2.0 apps, see Changes to Process Apps.

   To merge your existing apps with the 3.0 versions and preserve modifications, perform the following steps:

   1. Launch SBM Composer and then open the 3.0 version process app that appears after the solution is imported.
   2. Click the Composer button and then Compare. Select the option to compare With Local File.
   3. Select the 2.0 version of the file that you saved earlier that contains all of the changes you have made to date.
   4. Use the report you generated earlier to identify elements that you want to preserve on the right side. Right-click the element to preserve and select Copy to Open Process App to copy the change into the 3.0 version of the app.
   5. Save the changes to the 3.0 process app and then deploy this version. You should now have a modified 3.0 version of the process app in your repository.
7. If you import the Serena Request Center solution, follow the steps described in the "Promoting the snapshots" topic of the Serena Service Manager On-Premise Installation and Configuration Guide to promote the Starter Pack Forms -IT process app snapshot (this process app is new to 3.0 and therefore does not need to be compared and merged).
   Important: Choose to promote this snapshot instead of deploying it. Promoting maintains data that is necessary for some operations, such as priming Request Center with sample data.
8. Deploy the Serena Request Center process apps from SBM Composer as described in the "Deploying the Process Apps" topic of the Serena Service Manager On-Premise Installation and Configuration Guide.
9. Determine if you need to configure your orchestrations to be authenticated under a specific user account as described in the "Setting Authentication for Orchestrations" topic in the Serena Service Manager On-Premise Installation and Configuration Guide.
10. Add auxiliary data, set default field values, assign users to appropriate roles, and define SLAs as described in the "Setting up Serena Service Manager" chapter of the Serena Service Manager.
11. Update services in Serena Request Center.
    • Each service definition in Serena Request Center requires its own project. This means you must review your entire service catalog for any services that display an alert icon and create new projects for them.
    • Set display order for categories and services.
    • Deploying the Starter Pack Forms adds the new Starter Pack Services. You may want to disable these services by hiding them in Serena Request Center. Refer to Serena Service Manager On-Premise Installation and Configuration Guide for a list of these services.

Important Notes for On-Demand Upgrades

Review the following important notes for all upgrades from previous versions of Serena Service Manager.

• Several enhancements have been added to the Web Administrator in SBM 10.1. The Web Administrator has also been renamed to SBM Application Administrator as of SBM 10.1. In this version, you can now perform several new administrative tasks such as:
  • Managing groups for users
  • Creating notifications and escalations
  • Creating e-mail template tags
  • Importing users and data from spreadsheets

  For a complete list of new features, see the "What's New" tab in the SBM 10.1 readme.

• Before you upgrade, create a report of your SSM 2.0 changes. Use this report to help you determine which changes should be copied into the 3.0 version of the process app after the installation. It is recommended that you compare your current SSM 2.0 apps to the original versions that were packaged with SSM 2.0. (If you did not make any changes to the 2.0 process apps or you do not want to preserve your changes, then skip this step and simply promote the new versions after you import the solutions).

  To create a report of your 2.0 changes, performing the following steps:

  1. In SBM Application Repository, click the Environments tab.
  2. Click the environment name to open it.
  3. Click the Deploy History tab.
  4. Select the process app and click Open.
  5. Select version 1 of the process app and then click Save to File.
  6. Select the latest version of the process app that you have deployed and then click Save to File.
     Tip: Take note of this file name and save location. If you determine that you want to preserve the modifications you have made, you will use this file in the merge steps later on.
  7. Launch SBM Composer and Import version 1 or the process app from the file you just saved.
  8. Select the Compare option from the Composer menu, and open the latest version of the process app from the file that you saved earlier to launch a side-by-side comparison.
  9. Click the Export button to create a report that shows you the changes you have made since the initial promotion.
  10. Repeat these steps for each 2.0 process app.

  For details on using the Compare feature, see the "Comparing and Merging Process Apps" topic in the SBM Composer Guide.

• A failure message appears in Application Repository if your environment contains a process app that is no longer associated with the solution you are importing and you do not have privileges to delete the obsolete process app. You must grant the user "Delete Process App" and "Delete Application/Orchestration" privileges in Application Repository first in order to proceed with the import.

Pre-Upgrade Steps

Follow these steps before beginning the upgrade:

1. Before you install Serena Service Manager 3.0, review the What's New section in this readme.
   Note that Serena Service Manager 3.0 contains new and improved versions of the process apps that were included in SSM 2.0. The following 2.0 apps have been changed in Serena Service Manager 3.0:

   • Knowledge Management (available in both the SSM and SRC solutions)
   • Configuration Management (SSM only)
   • Configuration Management System (SSM only)
   • Problem Management (SSM only)
   • Service Desk (formerly known as Incident Management; now available in both the SSM and SRC solutions).

   See Changes to Process Apps for an overview of the changes in each process app.
2. Finish any ongoing customization work to existing SSM 2.0 process apps in SBM Composer and save your changes.
3. Follow the instructions in the SBM 10.1 readme to upgrade each existing client installation to SBM 10.1.

Upgrade Steps

Follow these steps to perform the upgrade:

1. Launch SBM Application Repository and import the solution files as described in the "Importing the Solutions" topic in the Serena Service Manager On-Demand Installation and Configuration Guide.
   Note: A failure message appears in Application Repository if your environment contains a process app that is no longer associated with the solution you are importing and you do not have privileges to delete the obsolete process app. You must grant the user "Delete Process App" and "Delete Application/Orchestration" privileges in Application Repository first in order to proceed with the import.
2. If you want to preserve changes that you made to your SSM 2.0 apps, use the Compare feature in SBM Composer to copy 2.0 modifications into the 3.0 apps and preserve them. If you did not change the 2.0 apps or do not want to preserve your changes, simply promote all of the new 3.0 apps now, remembering to select Merge Conflicts when you promote. Not selecting Merge Conflicts will result in the loss of all user assignments, notifications, and default field values.

   CAUTION:

   Promoting the new snapshots overlays any existing modifications that you have made to your existing workflows. If you have made modifications that you want to preserve, you must use the Compare feature in SBM Composer to merge in your changes first.

   Note: For an overview of the changes in the SSM 3.0 process apps compared to the 2.0 apps, see Changes to Process Apps.

   To merge your existing apps with the 3.0 versions and preserve modifications, perform the following steps:

   1. Launch SBM Composer and then open the 3.0 version process app that appears after the solution is imported.
   2. Click the Composer button and then Compare. Select the option to compare With Local File.
   3. Select the 2.0 version of the file that you saved earlier that contains all of the changes you have made to date.
   4. Use the report you generated earlier to identify elements that you want to preserve on the right side. Right-click the element to preserve and select Copy to Open Process App to copy the change into the 3.0 version of the app.
   5. Save the changes to the 3.0 process app and then deploy this version. You should now have a modified 3.0 version of the process app in your repository.
3. If you import the Serena Request Center solution, follow the steps described in the "Promoting the snapshots" topic of the Serena Service Manager On-Demand Installation and Configuration Guide to promote the Starter Pack Forms -IT process app snapshot (this process app is new to 3.0 and therefore does not need to be compared and merged).
   Important: Choose to promote this snapshot instead of deploying it. Promoting maintains data that is necessary for some operations, such as priming Request Center with sample data.
4. Deploy the Serena Request Center process apps from SBM Composer as described in the "Deploying the Process Apps" topic of the Serena Service Manager On-Demand Installation and Configuration Guide.
5. Determine if you need to configure your orchestrations to be authenticated under a specific user account as described in the "Setting Authentication for Orchestrations" topic in the Serena Service Manager On-Demand Installation and Configuration Guide.
6. Add auxiliary data, set default field values, assign users to appropriate roles, and define SLAs as described in the "Setting up Serena Service Manager" chapter of the Serena Service Manager.
7. Update services in Serena Request Center.
   • Each service definition in Serena Request Center requires its own project. This means you must review your entire service catalog for any services that display an alert icon and create new projects for them.
   • Set display order for categories and services.
   • Deploying the Starter Pack Forms adds the new Starter Pack Services. You may want to disable these services by hiding them in Serena Request Center. Refer to Serena Service Manager On-Demand Installation and Configuration Guide for a list of these services.