Single-point-of-contact IT service management.
Take a new approach to IT service management with Service Support Manager (formerly Serena Service Manager). Unlike other service desk solutions, Service Support Manager is easy to use and inexpensive; plus, it provides visibility across the entire service delivery lifecycle.
Service Support Manager (SSM) represents a new process-driven approach to IT. SSM draws on the power of a process management platform to lower total cost of ownership (TCO). With SSM, you can view and report on all service management processes, centralize the IT request center, and improve user satisfaction.
SSM can be deployed on premises, via SaaS through Service Support Manager on Demand, or as a hybrid of the two.
SSM integrates change and release management in order to bridge the divide between Dev and Ops. Service Support Manager is also packaged with fully functional, easy-to-use applications for request, incident, problem, change, and configuration management.
Set up a self-service IT request portal with an intuitive “shopping” experience. The web-based Service Request Center enables users to discover and request IT services, submit incidents, and review knowledge base articles. An enterprise service catalog enables services to be composed, organized, and published into convenient categories.
Customizable, role-based dashboards and reports provide unparalleled insight into service management processes. SSM collects and reports metrics throughout service lifecycles. Cross-application reporting also provides end-to-end operational visibility.
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The new hosted ITSM system seamlessly integrates with our client’s existing systems on premises.