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Fast and flexible orchestrated service management

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Fast and Flexible: presentation to IT Service Management and Support show at Earl's Court April 20th 2011

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Fast and flexible orchestrated service management

  1. 1. Fast and flexibleWhy process matters in the modern world<br />Kevin Parker, VP and Chief Evangelist<br />SERENA SOFTWARE INC.<br />1<br />
  2. 2. IT Processes - dream<br />SERENA SOFTWARE INC.<br />2<br />
  3. 3. IT Processes - reality<br />SERENA SOFTWARE INC.<br />3<br />
  4. 4. IT Processes – it’s not all perfect<br />SERENA SOFTWARE INC.<br />4<br />
  5. 5. IT Processes – and some parts are really old<br />SERENA SOFTWARE INC.<br />5<br />
  6. 6. Why we are here – to get blueprints<br />SERENA SOFTWARE INC.<br />6<br />
  7. 7. Human 1.0<br />SERENA SOFTWARE INC.<br />7<br />
  8. 8. Goals<br />SERENA SOFTWARE INC.<br />8<br />Human to human<br />System to system<br />System to human<br />Human to system<br />
  9. 9. Human to human<br />SERENA SOFTWARE INC.<br />9<br />Personalizable<br />Role specific<br />Push and pull<br />Naggable<br />
  10. 10. System to system<br />SERENA SOFTWARE INC.<br />10<br />Open<br />Extensible<br />Process centric<br />Services based<br />
  11. 11. System to human<br />SERENA SOFTWARE INC.<br />11<br />Timely<br />Accurate<br />Digestible<br />Comprehensible<br />Infrastructure<br />INFO-structure<br />
  12. 12. Human to system<br />SERENA SOFTWARE INC.<br />12<br />Where I want it<br />When I want it<br />How I want it<br />
  13. 13. Introducing Orchestrated Service Management<br />SERENA SOFTWARE INC.<br />Faster resolution times<br /><ul><li>Complete visibility
  14. 14. Agent accepted</li></ul>Reduced cost of providing service<br /><ul><li>DIY flexibility </li></ul><br /><br />Dashboard<br />Service<br />Manager<br />TIG<br />Manager<br />Incident Manager<br />Change Manager<br />Change Manager<br />Change Manager<br />Problem Manager<br />Problem Manager<br />Problem Manager<br />EndUser<br /><br />Improved satisfaction <br /><ul><li>End user easy</li></ul>Ticket<br />Ticket<br /><br /><br /><br />Chicago<br />Kiev<br />Shanghai<br />status<br /><br />Ticket<br />status<br />status<br /><br /><br /><br />Ticket<br />
  15. 15. Serena’s Vision: All Processes Become Orchestrated<br />SERENA SOFTWARE INC.<br />14<br />Transparent<br />Automated<br />Configurable<br />Integrated<br />
  16. 16. Serena Orchestrated Service Management Architecture<br />SERENA SOFTWARE INC.<br />15<br />Work & Project Mgmt<br />Change & Config Mgmt<br />QualityMgmt<br />Requirements<br />Mgmt<br />Release<br />Control<br />Release<br />Vault<br />Portfolio<br />Analysis<br />RequestMgmt<br />Release<br />Automation<br />Serena<br />Process Intelligence<br />Audit Trails<br />User Interface Layer<br />Process Automation Layer<br />Process Integration Layer<br />Cloud<br />HP Quality Center<br />Unix<br />Linux<br />IBM<br />Rational<br />Microsoft<br />SharePoint<br />Windows<br />Mainframe<br />Other 3rd Party<br />
  17. 17. Πάντα ῥεῖ καὶ οὐδὲν μένειcirca 500 bce<br />SERENA SOFTWARE INC.<br />16<br />
  18. 18. According to Gartner<br />SERENA SOFTWARE INC.<br />17<br />IT organizations ‘rip and replace’ their IT service desk tools every five yearsin their quest to streamline IT service and support, and right size their staffing <br />Source: Gartner Research, 2010<br />
  19. 19. Top 10 real reasons why we change<br />SERENA SOFTWARE INC.<br />18<br />Velocity of change<br />Codified best practices<br />Increasing oversight<br />Greater visibility<br />Accountability<br />Integration of systems<br />Merger and acquisition<br />New leadership<br />Cost control<br />Vendor consolidation<br />
  20. 20. ALM Processes<br />ITServices<br />Business Processes<br />Orchestrate Your World With Serena<br />SERENA SOFTWARE INC.<br />19<br />
  21. 21. Orchestrated Service<br />Orchestrated IT<br />SERENA SOFTWARE INC.<br />Orchestrated Apps<br />
  22. 22. Analyst Applaud<br />21<br />“<br />We rate Serena Positive because of its technical depth, broad customer base and direct sales force. <br />It offers a solid solution for companies that have a mix of pieces already in place and want something to pull them together, rather than replace them.<br />Jim Duggan<br />“<br />“<br />Welcome back, Serena!<br />The new pitch around orchestration seems much more real and consistent with a company focused around tools and solutions for managing application lifecycles.<br />Serena is onto a winner here.<br />David Norfolk<br />“<br />SERENA SOFTWARE INC.<br />
  23. 23. Serena Software is Your Enterprise Partner<br />SERENA SOFTWARE INC.<br />22<br />Financially Sound<br />Global Scale<br />Mainframe to<br />iPhone<br />Proven Partner<br /><ul><li>29 offices worldwide
  24. 24. 300 engineers
  25. 25. $225 million revenue</li></ul>Member of the Silver Lake portfolio with Skype, Saber, Seagate and Sungard<br />Supporting all your development and deployment platforms<br />Helping enterprises deliver apps with confidence for over30 years<br />