Why Consider Serena For Orchestrating IT Service Management

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1 WHITEPAPER Why Consider Serena For Orchestrating IT Service Management 3 Reasons To Evaluate Serena When Replacing Or Extending Existing Service Desk Solutions By Ben Cody June 2011

2 Question: In hindsight, would you have made a different decision around your service desk system?" Answer: No, but we thought it would hold us in good stead for a lot longer. The right solution for us seven years ago is simply not the right solution for us now. - Excerpt of a conversation with the VP of Operations at a European Financial Institution looking to replace HP Service Manager

3 The Right Solution 7 Years Ago Isn t The Right Solution Now When we speak with customers about their IT service management systems, there is no mistaking the tremendous undercurrent of dissatisfaction. Companies are looking for that fresh new alternative to the incumbent, unwieldy behemoth or custom service desk solution that they invested in years ago. Three Main Challenges With Current ITSM Systems The top three challenges that we see companies battling with when it comes to their ITSM solutions are as follows: IT organizations rip and replace their IT service desks tool every five years in their quest to streamline IT service and support, and right size their staffing - Gartner Research, High total cost of ownership Several of the organizations that we meet with seem to be struggling with just trying to maintain their legacy service desk solutions. In one situation, the customer had a consultant on site dedicated to maintaining their ITSM solution and that did not include making any enhancements. They were quoted 242 days of consulting services just to upgrade to the latest version of the offering. Another customer had 17 technicians responsible for maintaining their collection of ITSM applications. Needless to say this has a huge impact on total cost of ownership of the solution. The end result? The IT organizations at these companies are not in a position to add new capabilities or devote time to delivering new services. They are not seen as innovative partners that are responsive to the needs of their business counterparts. 2. Flying blind - poor visibility across the end-to-end service delivery process The old adage you cannot improve what you cannot measure is alive and well amongst companies that are strapped with service desk solutions that are not process-based. Consider the case where a Level 2 operator returns an incident to a Level 1 operator because it shouldn t have been escalated to her in the first place. If the solution does not leverage a process engine under the covers, it does not have the ability to track these ad hoc changes to the process. With no way of keeping track of the actual process flow, there isn t a good way to uncover real process bottlenecks and deliver true process performance metrics. With Service-Now, for instance, the service delivery processes are hardcoded within the application. As one customer put it it s as good as flying blind. 1 Gartner Research, Managing Your IT Service Desk Tool Acquisition: Key Questions That Must Be Addressed During the Acquisition Process,, February 23, Whitepaper: Orchestrated Service Management Whitepaper: Why Consider Serena For Orchestrating ITSM 1

4 3. Clunky, hard-to-use solutions They say beauty is in the eye of the beholder. But when you have your employees up in arms about your service desk solution because they find it clunky and impossible to use, it s time to re-evaluate your options. The head of service desk management at a prospective customer talked about the results of a recent HR survey wherein 67% of their service desk users had attributed productivity issues to the traditional packaged service desk solution that they had in place! As more and more young people enter the workforce, expectations that these applications be extremely intuitive are higher than before. Evaluating Your ITSM Options Most ITSM solutions do not provide a process management platform to extend ITSM beyond the core areas of incident, problem, and change management. SaaS upstarts in the ITSM arena have addressed the issue of upgrading to newer versions of software to a large extent and to their credit, they do slightly better in the ease-of-use department as compared to some of the ITSM heavyweights. However, without a process engine to orchestrate and keep track of the actual service delivery process paths, these solutions do not provide their users with meaningful reports. Nor do they provide a platform for extending ITSM beyond the core areas of Incident, Problem and Change Management - after all, Service Management is so much more than these three processes. The ITSM behemoths of yesteryears are frantically trying to give their solutions a makeover. In some cases, the end result is a solution that looks like a web layer was bolted on to a green screen! A few vendors have made some progress in the area of reporting. But the Achilles heel for most of them continues to be expensive upgrades and high cost of ownership. And then there are the niche service desk solutions the ticket-takers. While these solutions are relatively inexpensive, they also tend to provide limited functionality. By orchestrating your service delivery processes by taking a process-based approach to ITSM, there are several benefits. 2 Whitepaper: Why Consider Serena For Orchestrating ITSM

5 Three Reasons To Consider Serena s Process-Based ITSM Solution 1. Low TCO Our customers have taught us that there is no one size fits all solution when it comes to IT service management. Every organization that we interact with has a slightly different approach to how they choose to deliver services to their business constituents. While they value a solution that encapsulates guidelines and best practices baked into the service delivery processes that come with the solution, they also want the ability to change these processes to the match their unique way of addressing constantly changing business demands without having to rely on an army of consultants permanently in residence. Serena Service Manager helps our clients achieve just that. 300 Serena customers have already adopted a process-based approach to ITSM Over 300 of our customers have chosen our process-based approach to ITSM over traditional approaches as they have benefited from leveraging the underlying process platform to automate processes within and outside the IT realm thereby lowering the total cost of ownership (TCO) of the solution. In addition, we make every release of our solution available via the Cloud and for on premise deployments at the same time. Consider a cloud deployment to significantly reduce upgrade costs. Serena Service Manager is truly multi-tenanted (similar to leading cloud companies such as SalesForce.com) which translates to lower costs compared to single-tenant solutions like Service-Now. Easily change processes to match the way your work Whitepaper: Why Consider Serena For Orchestrating ITSM 3

6 2. Complete process visibility Our process-based ITSM solution delivers actionable metrics as the data is based on the actual process that is followed within your organization. By reporting off of a process model, we insulate users from the complexity of the underlying data model. Companies like Service-Now have their users maneuvering between four different tables that house incident-related information just to pull together a basic incident report. We provide a simple, wizard-driven approach to creating reports that glean information from across an integrated service delivery process. And, as a company with deep roots in the change management arena, you can rest assured that our solutions come ready with stringent audit tracking capabilities built in to the solution. Serena Service Manager provides IT organizations with an easy way to promote and quantify the breadth and value of services they have to offer to the business Full visibility across the integrated service delivery process 3. Easy-to-use We ve invested a tremendous amount of time and effort in creating a solution that is simple and easy to use by both your employees as well as your service desk agents. Unlike other solutions, Serena Service Manager lets you easily tailor different interfaces for different steps in the process. These forms can be made to dynamically adapt and display information based on how the process unfolds. With Service-Now, for instance, the forms and the fields therein, do not change based on the role, the step that you are at in the process, or based on how much data has been collected up until that point. 4 Whitepaper: Why Consider Serena For Orchestrating ITSM

7 Intuitive forms that dynamically adapt to the process flow Serena Service Manager provides IT organizations with an easy way to promote and quantify the breadth and value of services they have to offer to the business Creating A Contemporary Single Face Of IT In an effort to improve user perception of IT, several of our customers are now looking at means to transform their IT operations to be more serviceoriented. They are aggressively adopting an external service provider approach to running internal IT operations. The primary objective is to be more responsive, gain greater credibility within the business units, and justify IT investments based on delivered business value. Most traditional ITSM solutions fall short when it comes to providing the capabilities that can help an IT organization easily promote and quantify the breadth and value of services that they have to offer. With Serena Service Manager, users outside of IT have a single view of all the services available to them through a portal. The contemporary single face of IT Whitepaper: Why Consider Serena For Orchestrating ITSM 5

8 They can easily track the status of their requests and view the most requested services which reduces service desk call volumes and improves their perception of IT. With a process management platform shepherding requests through to fulfillment, you have better visibility into your IT organization s performance against Service Level Agreements (SLAs) at any given point in time. As all requests are funneled through a common demand management framework, it is easy for IT managers and execs to quickly spot resourcing issues and for technicians to have a single view of all work requests. What If You ve Already Invested Heavily In A Service Desk? Surround your existing service desk solution. Use Serena Service Manager to front-end your existing service desk solution and go beyond tackling break-fix requests. Automate and fulfill all these requests using the power of the underlying process platform. In some situations, the cost of trying to upgrade an existing service desk implementation far outweighs the cost of replacing it with a more modern ITSM solution. Our recommendation? Bite the bullet and make the move. However, there is some middle ground. If you can live with using your existing BMC Remedy or HP service desk solution for managing break-fix service requests, then consider surrounding it with a solution that manages all the requests that come in to your IT organization, even those that go beyond the realm of typical break-fix requests. A single point of contact via a service request portal that also showcases the wealth of services that you have to offer will go a long way in improving business satisfaction with IT. We have built on our core competency delivering solutions for Application Lifecycle Management (ALM) and Serena Service Manager is now uniquely positioned to help bridge the gap between development and operations. A more holistic ITSM-ALM strategy delivers integrated processes and better visibility into release and service delivery as well as resource utilization. For instance, Level 2 and Level 3 resources are often split between maintaining applications and delivering new releases. 6 Whitepaper: Why Consider Serena For Orchestrating ITSM

9 An integrated resource management strategy helps organizations see what capacity is available to work on releases, as well as mitigate the impact of support spikes on release schedules. An integrated ITSM-ALM strategy also reduces incident volumes. 40% of all incidents submitted are as a result of failed changes. By integrating release and change management processes, an organization can reduce the number of incidents by 50%. Connecting processes across development and operations improves business satisfaction with IT as incidents and problems are tracked through to resolution and end users are proactively notified when issues are resolved. Conclusion: Of the contemporary ITSM solutions, Serena Service Manager is the only offering that leverages a process-based approach to tackling the current challenges around TCO, visibility, and usability. Our deep process management and ALM heritage means that we are well positioned to help customers that want to re-evaluate, restructure and orchestrate service delivery processes that cross organizational boundaries as part of a broader ITSM initiative. Whitepaper: Why Consider Serena For Orchestrating ITSM 7

10 About the Author Ben Cody is Vice President of Service Management Solutions at Serena Software. Ben has a broad background in information technology, with more than 17 years of experience in product development and product management. Prior to joining Serena, Ben was Senior Director of Product Management for BMC s Service Management product family, including the Remedy product line.. Copyright 2011 Serena Software, Inc. All rights reserved. Serena is a registered trademark of Serena Software, Inc. All other product or company names are used for identification purposes only, and may be trademarks of their respective owners. Document ID: WP-ITSM

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