ˇ/media/Global/Images/Vendors...strengths in application lifecycle management (ALM) processes to support Change Management, Release Management, and is now adding IT Service Management

��

��

��

��

��

�� !��"#�� !!��

�� $ ��%�� &�

��

�� #�'��(�)*++�

© Ovum. This White Paper is a licensed product and is not to be photocopied Page 2

Written by: Martin Gandar Published July 2011, © Ovum

��

Executive summary............................................................................................................................................................. 3�

Background ......................................................................................................................................................................... 3�

IT Service Management Market Overview .......................................................................................................................... 4�

Catalyst for the development of Serena Service Manager .................................................................................................. 4�

Serena’s solution framework ........................................................................................................................................... 5�

Serena Service Manager..................................................................................................................................................... 5�

Serena Service Manager architecture ............................................................................................................................. 6�

Serena Service Manager functionality ............................................................................................................................. 7�

Product strategy ............................................................................................................................................................ 12�

Licensing and deployment options ................................................................................................................................ 13�

Competitive positioning.................................................................................................................................................. 13�

Customer references and opinion ..................................................................................................................................... 15�

Ovum conclusions............................................................................................................................................................. 16�

��

�� #�'��(�)*++�


��

Serena is formally entering the ITSM market with its Serena Service Manager solution, recognising the strong demand for easily adopted ITIL compliant solutions that cover the core processes and best practices enshrined in ITIL V3, and that offer a high degree of tailor-ability and self-service.

It has a process oriented approach built on the well-established and respected process management technology of its Serena Business Manager (SBM) solution, Serena’s underlying strengths in application lifecycle and change management, and over 300 customers that have already used the process management platform to automate various ITSM processes. By building a service enablement and delivery layer on top of SBM that includes a service catalog, knowledgebase, fully formed CMDB and other capabilities, Serena has created a productive base on which to build highly configurable solutions.

This is a hotly contested market with many well established players supporting comprehensive ITIL functionality, but Serena believe that its process oriented approach offers a degree of transparency, tailor-ability, and ease of adoption that will make it popular, particularly with those who have experience with Serena Business Manager. Ovum believes that it should also be reviewed carefully by those looking for ease of integration with other web services and who wish to extend the support for services outside of IT or those struggling with the costs of upgrades to existing solutions.

The current release of Serena Service Manager provides service orchestration of the core processes of incident, problem, and change management with initial implementations of service request management and request fulfilment together with support for service level agreements. Future releases will quickly build out this functionality into a truly comprehensive solution that also includes pre-packaged content in IT Service Solution Packs.

Deployment options include on-premise as well as cloud based delivery with a promise of easy transition between the two and the option to embrace hybrid approaches where external services are easily incorporated into either version.

Ovum sees an obvious opportunity for current users of SBM for whom Serena Service Manager offers a superset of capabilities at realistic incremental cost, particularly for those who have implemented or considered implementing ITSM services in SBM. Serena Service Manager also offers a path for those who have yet to embrace ITIL or have struggled with adoption or reached a point of inertia, as well as sites where the process oriented approach is attractive.

��

Since 2010 Serena has reaffirmed its direction as a provider of core integrated products building on its strengths in application lifecycle management (ALM) processes to support Change Management, Release Management, and is now adding IT Service Management to that portfolio.

This paper puts into context Serena’s approach to the delivery of ITSM and explains the emphasis and direction it is taking. We also want to review the market positioning and opportunity this represents for Serena and give current and future customer guidance on its strengths and applicability for their organisations.

To do this we look at the market then examine the functionality being delivered by the current release and discuss the roadmap for further releases of the product. We also ask some of Serena’s customers that have evaluated the solution to offer their opinion and advice on adoption. Finally we give our own opinion of the solution and where we believe it will have greatest market opportunity.

��

�� #�'��(�)*++�


��

Ovum has witnessed a number of trends and changes taking place in the IT Service Management arena over the last two years. One is the trend towards the option of cloud based service management, another is the crossover as infrastructure and application lifecycle management players come into the ITSM space, and a third is the increasing importance of integrating social media into IT service management as a way of capturing sentiment, real issues, and incidents as well as educating and communicating with a distributed and varied set of users. But perhaps the most pertinent to Serena is the trend to get back to basics and concentrate on the core ITIL processes whilst making sure that they are effectively integrated and aligned with business needs.

Particularly with ITIL V3 it’s important to realise that adoption isn’t about participating in the training courses or talking about service lifecycle management and continuous process improvement. It’s about truly adopting the philosophy of continuous service improvement and making it the basis of how IT Service Management is implemented. Many enlightened ITSM software vendors are changing from ITIL alignment to addressing key IT challenges for better meeting business needs and demonstrating IT-delivered value. This pragmatism is often as a result of witnessing the inertia that many sites get having exhausted their energies in their first wave of ITIL adoption and seeing them struggle to maintain what they have achieved. While ITIL is still and will continue to be the de facto best-practice framework for ITSM, this change in vendor focus is just what ITSM needs to solve the growing gap between ITIL theory and its real-world adoption.

Many vendors have made the incorporation of an actionable service catalog, improved request management, and service automation a cornerstone of their support for ITIL V3, and Ovum supports this move as something that gives real value to the business though improved self-service and better understanding of the services on offer to the users. Ovum strongly advises that vendors also need to provide better financial management support to enable service costing so that the business can understand the true cost and value of IT services and eventually deliver true service portfolio management to support better strategic investment of IT and financial resources.

A number of vendors have released ITSM software-as-a-service (SaaS) solutions. Looking forward, Ovum believes that SaaS ITSM solutions will continue to grow market share from on-premise solutions but that users must look carefully at the degree of customization they offer and the ease of upgrading customisations from one release to the next. Ovum believes that offering cloud and on-premise options and enabling an easy transition from one to the other will be an advantage for those that can support it.

In general this is a crowded market and the established players have very similar breadth of functionality but their approaches, degree of tailoring and integration, and applicability to different circumstances will vary widely. It’s important when assessing vendors that you look at how their solution will integrate with your current and future processes both within the realms of in-house IT and externally.

��

Firstly it is important to understand why Serena is entering this crowded market. It is Serena’s view that the reason that companies often rip-out and replace their ITSM solutions as much as every five years is due to a number of key issues.

• The inflexibility and difficulty of making customisations, so that the implemented solutions were not easy to use or tailored to the specific needs of the users.

• The high cost of migration to new versions, particularly when the solutions have been customised. This is particularly significant in the case of a long established solution.

• The poor transparency delivered by inadequate reporting tools.

��

�� #�'��(�)*++�


• The poor audit trail visibility of end to end service delivery processes.

• The difficulty of seamlessly integrating with external and non-IT processes.

Serena was also aware that a third of its 1,600 users of its flagship business process management (BPM) platform, Serena Business Manager (SBM) software (or the earlier TeamTrack solution), had developed their own ITSM functionality and that another third had expressed a desire to do so. Serena therefore determined that a solution based on its strong process platform that addressed these issues would have a good market opportunity.

Ovum agrees that it made a great deal of sense to support this requirement as a packaged solution available to current customers and the wider market, rather than each customer develop independent in-house solutions.

��

Despite organisational changes Serena never abandoned its core business, managing software change and configuration management; requirements management; and portfolio management. Significantly, the work management technology that originated with its TeamTrack defect and issue tracking tools and the former Eclipse Application Lifecycle Framework (ALF) open source project is now providing the core orchestration backbone of Serena's new business solution set. Serena's new orchestrated product strategy is built on a modern standards based, event-oriented architecture.

��

Serena Business Manager is the heart of Serena's integration backbone. SBM includes an easy to use drag and drop visual, process orchestration development, and management environment used to design service processes. Over 10,000 process-based IT and business service applications have been implemented on SBM to-date. Whereas SBM can be used as a process orchestration engine to cover any process both IT and non IT, beneath the hood, the orchestration engine uses a service-oriented architecture (SOA) (SOAP and RESTful) services stack that exposes processes and enables tools to exchange status updates, and establishes relationships amongst artefacts in the context of the service process.

Serena has greatly enhanced its value by creating a framework based on SBM with significant additional capabilities that are then used to deliver pre-built solutions of which Serena Service Manager is the latest. The value here is that these solutions will be closely integrated through shared use of the SBM backbone. In practise what this means to those less interested in the technology is that it’s a very open and flexible way to build a product and one that’s easy to integrate with.

��

It is important to understand the term ‘orchestration’ which incorporates the concepts of configurability, transparency, integration, and automation, so that processes are both effectively delivered and easy to adapt to a client’s requirements. Such automated orchestration can radically reduce the effort and cost of service delivery.

��

In developing an ITSM solution Serena made use of its underpinning technology and process oriented approach to provide a highly flexible solution that was both easy to customise and tailor to a specific organisation, as well as to integrate with other processes whether they were existing internal IT services, services available from outside the IT department, and regardless of cloud based or local delivery.

��

�� #�'��(�)*++�


Serena decided that its strategy would be to start with the core processes in ITIL of incident, problem, and change management (where it has particular strength), and build onto that the service request center, service catalog, and fulfilment processes that enable the IT department to show real value to the business. Once these key processes were in place Serena would add depth by supporting the other processes in phased releases and build fulfilment packs to support fast implementation of well understood service requirements.

Our view is that this approach directly reflects the advice that Ovum often gives to those starting out on the ITIL road: implement the processes supporting the key areas of incident, problem, and change management, then add Service Catalog and automated fulfilment processes, all the while making sure that you embrace both the underlying need for continuous process improvement whilst still appreciating the need for high quality support staff with a good service mentality.

Of course initially the solution will not support all ITIL processes ‘out of the box’ but we applaud the fact that Serena is putting each stage of enhancement through ‘PinkVERIFY’ verification to ensure that what is released is indeed compliant with ITIL V3 best practise.

��

Figure 1: Serena Service Manager Architecture

Source: Serena Software O V U M

Serena’s architecture for Orchestrated Service Management is based on the SBM process management platform. Figure 1 shows this architecture as a number of layers. Serena has built a service enablement and delivery foundation layer that brings in things not normally found in a business process management (BPM) platform standing in isolation, such as a knowledge base, service level management, and a fully formed configuration management database (CMDB). Serena has also introduced a relationship explorer component that draws a tree of relationships between configuration items (CIs) in the CMDB. There is also very strong audit trail management of any changes to content or status. It also delivers detailed reporting, such as resource and cost tracking, to roll up data which has been delivered as a pre-configured dashboard capability.

��

�� #�'��(�)*++�


As such, reports need a good understanding of the structure of the underlying data that is hard to manage from a custom report, with things like standard formats for time-cards, for example.

The foundation service layer provides the facilities on which to deliver ITSM functionality highlighted in the layer above.

��

Serena Service Manager handles the three most common processes in ITSM of incident, problem, and change management. The availability of a fully formed CMDB and Serena’s existing strength in change management and application lifecycle support for the development process provides underlying strength to this functionality. The visibility into the processes and the ease of amendment through a graphical interface, as shown in Figure 2, makes tailoring processes straightforward. The graphically modelled processes are easy to see and understand, although if you need it there are deep BPEL driven capabilities underneath (a robust orchestration engine under the covers) for deeper integration to other processes using web services.

Figure 2: Easily tailored process orchestration


!��

Serena has worked hard at ensuring that the user interface is pleasant to use by employing UI design specialists. It has also made screens appropriate for each user by making sure that what is shown on a screen is truly pertinent to the process in question rather than having forms with a great deal of information that’s not relevant to the current task in hand. The hope here is also that the ease of use will make adoption easier and reduce the need for training. Figure 3 shows a typical problem report.

��

�� #�'��(�)*++�


Figure 3: Serena Service Manager interface


Amending these screens is straightforward. Actions such as adding fields and of amending the status of entries, so that a field may be changed from optional to mandatory (which is then reflected in the underpinning processes) are simple to do, and this makes tailoring easy.

"��

Figure 4: Personalised dashboards


��

�� #�'��(�)*++�


The dashboard shown in Figure 4 is personalised to suit different roles of a user and has extensive drill down to more detailed information describing incidents, problems, and their status. Dashboards for standard metrics – such as the degree of first call resolution – have also been provided so that to a large extent Serena Service Manager offers a degree of ‘ITIL out of the box’ as regards these initially supported core processes. A WYSIWYG Composer Tool offering a form designer and wizard are also provided so that customised forms or amendments to current forms are easy to make.

��

Figure 5: Incident management


Figure 5 shows an incident report. Each service is broken down into the configuration items (CI), which may be physical items or other services, needed to supply it. Because there is a full CMDB holding these relationships and that maps CIs to known problems, it is often easy, for example, to see the resolution to a problem through a known work-around. Serena provides a configuration relationship browser as shown in Figure 6 that makes such relationships easy to see.

��

�� #�'��(�)*++�


Figure 6: Visibly mapped configuration Item relationships


Serena’s report screens may also include rich content embedded within them so it would be possible to offer additional help or video should that prove useful.

The process based nature of reporting is a good way to show the context of events as they occur over time, giving visibility and insight as to what’s been going on inside a process, for example, from identification to resolution of a problem

��

Figure 7: Change management


��

�� #�'��(�)*++�


Figure 7 shows the change management dashboard. Serena Service Manager supports changes that are made operationally, such as a need for more memory to be installed, or that are the result of development which in itself might be through the need to make changes because of an incident. The whole aspect of application lifecycle management, which of course also supports the notion of continuous service improvement, is supported by Serena Service Manager and Serena’s other products that are based on SBM, such as the Release Management solution. One of the benefits of this architecture is the ease with which such processes can be integrated with this service management solution.

��#�$��

The current release offers a Request Center with support for Request Fulfilment and the Knowledge Base. Figure 8 is an example of the Request Center portal’s interface.

Figure 8: Serena Request Center


This enables IT to publish the services that it offers to encourage self-service and to start the process of gathering appropriate usage and cost information so that they can establish the value of these services. The portal can be highly personalised so that individuals only see the options that are available to them.

��

�� #�'��(�)*++�


#�$��

The fulfilment process uses the underlying platform to enable IT automation. In particular issues that involve a number of people and systems in different steps can be handled better than using spreadsheets or other mechanisms. Serena recognised that selling BPM into the IT department wasn’t easy but introducing it via an ITSM solution makes more sense. Serena’s process oriented approach is particularly good at connecting requests to fulfilment (human tasks and systems automation), things with multiple people involved, and multiple steps and approvals that are currently often badly handled.

%��

Knowledge management processes are integrated with the service desk to publish incidents and problem reports as knowledge base drafts and manage their editing and publication. Once published, the articles are available through the Request Center. Having the processes in place to manage the deployment of services is scheduled for the next release. The knowledge base will be ‘gamefied’ to include the scoring of good content with points and subsequently prizes awarded for excellence of contributions. The knowledge base will also have an import capability for pre-population of existing content.

�&'��

You can measure your performance against agreed SLAs as defined in the report definition.

��

It is Serena’s intention to build out Serena Service Manager delivering both broader scope and depth, delivering greater support for financial management and service portfolio management.

The aim is to fully implement Service Request Management, provide stronger Service Level Management support and to deliver pre-packaged service content in the form of ‘IT Service Solution Packs’. Serena will also encourage its users to develop and share their own IT Service Solution packs through a service exchange community.

Serena is also planning the introduction of very robust SLA management capability where you can use the processes to negotiate service levels and come to agreement as well as manage the lifecycle of the SLA attaching it to items based on rules and building reports off that SLA. As SLA thresholds are approached Serena Service Manager can initiate actions that resolve potential problems (prompting actions by management, etc.)

IT Service Solution packs that provide baseline processes will start to be delivered, for example, employee provisioning. Each pack includes process models, the forms, the SLAs and reports, as well as the service catalogue entries. These will speed up adoption allowing users to customise and extend the packs to suit their own specific needs.

Serena is still working on precise release details but it looks likely that there will also be the inclusion of automated asset discovery to populate the CMDB as well as the creation of the user exchange community for the development and exchange of service fulfilment packs by its users. Areas such as service demand management and bolstering cost and resource planning are also in the pipeline.

��

�� #�'��(�)*++�


� ��

&��

It is important to realise that the SBM Platform remains a separate product and Serena Service Manager is a superset that includes both the solution framework capabilities and the solution itself. A client buying Serena Service Manager thus gets the full capabilities to use SBM and extend it to orchestrate whatever other processes they wish to.

For customers who are new to Serena or haven’t used the SBM features, Serena Service Manager provides a means to integrate with other Serena capabilities based on the SBM platform; for example, to incorporate other areas of the ALM solutions such as the application development support, defect management, test case management, and release management.

Existing SBM customers can take on the new Serena Service Manager solution as an incremental add-on cost, which obviously makes adoption cheaper and brings familiar look and feel.

(� ��

Serena offers a flexible delivery model with both on demand through the cloud using SaaS deployment or on-premise and each has the same functionality. The integration between services is all web services based with the ability to integrate quite easily with other solutions in the on-demand environment.

Initially Serena had customers on premise but is now signing large deals for the SaaS version with the expectation that there will be a rough balance in number of users of each. Serena will offer migration paths from one environment to the other as it gains more customers and the demand grows.

If ServiceNow disrupted the market through its SaaS solution then Serena feels that it can take advantage of that disruption as the on-demand version gets them through the door (although many revert to on-premise when it comes to final deployment).

��

Serena is offering a 30 days initial packaged service support to install and tune the solution to the needs of the client. Adoption will also be made easier when Fulfilment Process Packs for well-defined requirements become available towards the end of 2011. Serena expects most clients to be up and functioning within 90 days.

��

Serena is entering a market with very well established players (see Figure 9) and we should quickly explain how we see that market in overview before reviewing Serena’s strength and opportunity.

��

�� #�'��(�)*++�


�� &��

Figure 9: Extended Decision Matrix

Source: Ovum IT Service Management Report July 2011 O V U M

The service presence of ITSM vendors is being viewed as a prerequisite for a vendor to be considered by the majority of enterprises. Apart from typical post-sale services such as implementation support and customization, enterprises are looking at vendors that can provide pre-sale services such as ITIL maturity assessments and process improvement consulting. Although most assessment and consulting services are time-intensive, they also offer higher revenue margins and pave the way for a strategic relationship with the customer. In a market in which functional parity is of the highest degree, vendors are increasingly leveraging the depth and breadth of their service portfolios as market differentiators. Serena has recognised this need and is providing services in support of its Serena Service Manager solution and offering to tailor and assist with implementation.

The SaaS model is fast emerging as a necessary option for vendors in the ITSM market. With the majority of enterprises approaching ITSM in a staggered or phased manner, the ability to deploy various ITSM tools in a modular way that is easy to support has become crucial. Although traditional modular deployments do partially satisfy this need, enterprises believe the SaaS delivery model will not only fully address their requirements, but also provide an extra degree of flexibility while evaluating vendor offerings in a production environment. The SaaS model is especially appealing to enterprises that are at the beginning of the ITSM adoption curve and those in the small and medium-sized enterprises (SMEs). Most vendors that currently do not offer SaaS solutions either have undertaken development work to release SaaS versions, or plan to begin work in this area. Again Serena has a nice position here with a mirrored approach to both on-premise and cloud, and the intention of offering easy migration from one to the other.

In a bid to appeal to the IT compliance function, most vendors in the ITSM market now offer out-of-the-box support for frameworks such as ITIL v3 and ISO. With ITIL v3 acting as a best-practise framework, enterprises increasingly expect vendor offerings to support processes outlined in the framework, in addition to the vendor providing consulting and assessment services to streamline their core service management processes. Knowledge management and collaboration capabilities built on top of these frameworks are also being viewed as core enablers for successful ITSM deployments.

��

�� #�'��(�)*++�


ITSM tools operate in an environment that requires significant interoperability with other systems management tools, such as data center automation, network discovery, or application management. This interoperability requirement is predominantly being driven by enterprise perception of internal IT infrastructure as a unified computing stack, a notion being augmented by the cloud computing paradigm. Vendors offering significant interoperability capabilities, through either native support or API frameworks with third-party ITSM and systems management tools, are increasingly being preferred by enterprises. The process oriented and web service connectivity offered by Serena Service Manager makes this solution particularly good with regard to interoperability and of course this is especially true for existing users of SBM.

) ��

It is Ovum’s belief that Serena is building out Serena Service Manager to be a very well-engineered technology solution and one that is very easily integrated into existing and future infrastructures. Other strengths that we note are the comprehensiveness and transparency offered by a well-structured process oriented audit trail management capability that makes determining the steps that lead to any situation easy to follow; the straightforward way in which processes and screens can be tailored to a company’s needs; and the close process oriented focus on screen design that ensures what is shown to an agent is appropriate. These are all capabilities that reduce the cost of training and make adoption easier.

Serena Service Manager is clearly not trying to challenge the extensive scope and functionality offered by the largest vendors, partly respecting the fact that to implement such large systems will inevitably be costly, although most vendors offer fast-path easy adoption routes based on templates supporting basic functionality.

There are also many other players in this market that have specific areas of strength and it takes a considerable amount of work to determine the best option. Ovum suggests that using PinkVERiFY’s consulting arm is often a good way to match needs to capabilities if you have a particular specialist requirement.

For those coming at service management from a process perspective the challengers may well be the more established BPM players, such as Pega or Chordiant, but as they haven’t packaged a solution in this way it becomes a bespoke implementation. There are a few companies with a process management centric approach to ITSM, but not that many, and this is clearly an area of opportunity.

Undoubtedly the value initially of the Serena Service Manager solution will be most apparent to those who already use SBM and have already built ITSM functionality or are planning to do so. But that would be to undervalue the opportunity that Serena Service Manager and the increasing portfolio of Serena solutions is offering to those who want good ALM, change management, and a process based approach that offers flexible interoperation with existing on premise and cloud based services. Given its strong integration capabilities, Serena Service Manager can “surround” and “extend” existing ITSM implementations.

We have also discussed the fact that Ovum recommends those new to the adoption of ITIL to concentrate on the key processes and build on them, and this is exactly the approach being offered by Serena. It may provide a path that is more gradual, and although less complete than some rivals, would be less stressful to implement as a solution for SMEs, but that doesn’t limit its potential for larger scale enterprise adoption.

��

Serena is winning some notable clients for its Serena Service Manager solution. One of the largest global financial systems providers chose Serena Service Manager because although it had Remedy licences it felt that the cost of implementing ITSM under Remedy was too high and greater process integration was required than could be achieved with a SaaS implementation of ServiceNow.

��

�� #�'��(�)*++�


A major worker’s compensation insurance provider purchased Serena Service Manager because it was most impressed by the tailor-ability and visibility of the reporting and dashboards offered by Serena Service Manager and the quality of the process oriented audit trail capabilities.

One of the world’s largest business information providers wanted a global incident management solution that was implemented as a hybrid cloud & premise-based deployment. They will have 70,000 requesters/submitters with 150 Help Desk users and the solution integrates with HP Service Manager. Serena Service Manager was chosen as a flexible solution with good integration capabilities and hybrid delivery. This is a good example of a situation where a company wanted to leverage its existing investment in a solution for problem management while providing their users with an easy-to-use front end for submitting incidents.

Ovum talked directly with a major client from the entertainment industry about its use of SBM and the potential use of Serena Service Manager, and the insight was very revealing. The company said that the Serena Business Manager visualisation of process flows was very easy to use even in a self-service mode with those without any significant coding experience. Ovum believes that improvements to the visual process orchestration in Serena Service Manager that enables simple rules to be added without any coding at all will undoubtedly be popular with them. They also said that the ability to view and track processes and the general strength of auditability and reporting would make it easier to conform to governance requirements. In the region of 64 workflows had been built in SBM, some to support the initial thrust of ITIL adoption. Like so many of the sites Ovum reviews, the ITIL thrust had reached a state of inertia though lack of resources and commitment. The site sees Serena Service Manager as an effective way to re-establish ITIL implementation without the need for heavyweight support or the high cost of implementing a large-scale solution. The company made the point that SBM was well a proven and stable technology platform, and also had good experience in rapidly constructing processes for its users, with users actually thanking them because working solutions had been developed for them in hours.

Ovum met a number of users at a customer event that had positive intentions towards Serena Service Manager adoption and the customer base seems genuinely excited about the company’s roadmap for the solution.

��

This is a solid, well-conceived, and well-architected solution built in a service orchestration framework and based on an underlying process platform that has a great many admirers. It will take time to build out more complete ITIL process support and functionality and integrate it fully with other Serena solutions that take advantage of its ALM credentials, but this will come, and the product will eventually provide full coverage of the ITIL best practise framework including service portfolio support and financial management.

Its target market is far wider than just the SBM users for whom it is an obvious upgrade, delivering to them the ITSM capabilities that many are seeking or have built, as a packaged extensible solution. Organisations will value the ease with which processes can be mapped and integrated, and the very high degree of visibility, tailor-ability, and audit-ability of the solution are major strengths, as are the benefits of process automation. We also think that the relative simplicity and concentration on the core ITIL processes will make adoption easier and less costly than many alternatives.

Ovum expects Serena to convert a high proportion of its SBM community over to Serena Service Manager, but the solution is clearly worthy of review by all those who will value the transparency and the strength of the process based approach.

��

�� #�'��(�)*++�


Table 1: Contact Details

Serena Software Inc. 1900 Seaport Blvd. 2nd floor Redwood City, CA 94063-5587 US Tel: +1 (650) 481-3400 www.serena.com< www.<URL>

Serena Software Europe Ltd. Abbey View, Everard Close St. Albans Hertfordshire AL1 2PS UK Tel: +44 (0) 1727 812812

Source: Serena Software Inc. O V U M

Ovum Europe Mortimer House Mortimer Street London, W1T 3JH United Kingdom t: +44 (0)20 7551 9000 e: [email protected]

All Rights Reserved

No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior permission of the publisher, Ovum Europe Limited. Whilst every care is taken to ensure the accuracy of the information contained in this material, the facts, estimates and opinions stated are based on information and sources which, while we believe them to be reliable, are not guaranteed. In particular, it should not be relied upon as the sole source of reference in relation to the subject matter. No liability can be accepted by Ovum Europe Limited, its directors or employees for any loss occasioned to any person or entity acting or failing to act as a result of anything contained in or omitted from the content of this material, or our conclusions as stated. The findings are Ovum's current opinions; they are subject to change without notice. Ovum has no obligation to update or amend the research or to let anyone know if our opinions change materially.

© Ovum. Unauthorised reproduction prohibited

This report is a licensed product and is not to be reproduced without prior permission.

Ovum Australia Level 5, 459 Little Collins Street Melbourne 3000 Australia t: +61 (0)3 9601 6700 e: [email protected]

Ovum New York 245 Fifth Avenue, 4th Floor New York, NY 10016 United States t: +1 212 652 5302 e: [email protected]

Ovum's Knowledge Centers are new premium services offering the entire suite of Ovum information in fully interactive formats. To find out more about Knowledge Centers and our research, contact us:

Documents

ˇ/media/Global/Images/Vendors...strengths in application lifecycle management (ALM) processes to support Change Management, Release Management, and is now adding IT Service Management