Create a new, contemporary face of IT. Micro Focus Service Request Center (formerly Serena® Request Center) serves as the single point of contact between users and your IT organization. Accessible by web or mobile, it serves as the "front office" for IT organizations, promoting user self-services and cutting IT costs.
An interactive, intuitive web portal serves as a one-stop shop for users to browse through available IT services, as well as submit and track requests. Users can quickly see the costs and benefits of a service before requesting access to the service itself.
Service Request Center features pre-built service requests complete with associated forms and workflows. Choose from various icons or create your own to represent services in the portal.
All your Solutions Business Manager (SBM)-powered applications are showcased as services within the portal and direct your users to a specific web page to request services.
Powerful knowledge management capabilities help users resolve their own problems without contacting support teams. Special knowledge alert capabilities automatically present potential solutions based on ticket information. Announcements on Service Request Center enable you to highlight ongoing issues, reducing the likelihood of duplicate tickets.
Keep users aware of the SLAs associated with offered services. SLA measurements can be based on business calendars, suspended at certain points, or applied to subsets of processes.
Configured reports provide managers with dashboards that showcase a team's past performance against current performance. All information is displayed in real-time.
In our business, we can’t afford to have 18-month projects for new features. That’s an eternity in the online world. We were very good at creating new products, but we needed to get better at how we managed the releases of these products.