OVERVIEW

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. It serves as the "front office" for IT organizations, promoting user self-services and cutting IT costs—which greatly improves IT satisfaction and end user productivity. Users and IT staff can access Service Request Center on the web or via the mobile app.

Service Request Center Data Sheet
Data Sheet Service Request Center Data Sheet
  • IT “storefront.” An IT service portal handles all user IT requests.
  • Complete access. Centralized portal is accessible anytime, anywhere.
  • Self-service. Browse IT and business services while on the go.
  • Service Request Center mobile app Submit, approve, track and fulfill requests from any mobile device.
Tech Specs
Recommended hardware

Intel Xeon CPU E5-2620 2.00 GHz

Database management system

SQL Server

Oracle

Internet protocol

IPv4

IPv6

Operating system

Windows 2008 or later

HIGHLIGHTS
Unified center for service requests

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, promoting IT as a true business partner.

Unified center for service requests
Enterprise service catalog

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.

Enterprise service catalog
Contextual knowledge base

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.

Contextual knowledge base
Dashboard for service level management

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.

Dashboard for service level management
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"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."
Matt Stratton Director   /   Technology Operations,  Apartments.com
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The USA's #1 online rentals site gets agile with Micro Focus Deployment Automation and ITSM.

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