ITSM by ITIL
EA by TOGAF and ArchiMate
EA - Zachman Framework

Service Support Manager (before as Service Support Manager) represents a new process-driven approach to ITSM – one that allows business and IT to work together, in perfect harmony. Unlike traditional ITSM solutions that are difficult to use, expensive to maintain, and provide limited visibility across the service delivery lifecycle, Service Support Manager, the winner of Pink Elephant’s ITIL Innovation of the Year award, draws on the power of a process management platform at its core to provide you with the following benefits:

- Lowers TCO Complete visibility

- Improved user satisfaction and agent productivity

- A contemporary, “single face” for IT

- Option to deploy on premise or as SaaS

Service Support Manager comes packaged with fully functional, easy-to-use applications including those for request, incident, problem, and change Management and Configuration Management Database (CMDB). It offers tight integration between change and release management to bridge the dev and ops divide as well as rich Service Level Agreement (SLA) and service level management capabilities. Service Support Manager is a complete ITSM solution available on premises or via SaaS. Core processes have been verified by Pink Elephant, proving that they deliver true IT process improvements and efficiency in accordance with ITIL best practices.

Serena Request Center provides a one-stop interface for corporate users to discover and request IT services, submit incidents, and review knowledge base articles. An enterprise service catalog allows for services to be composed, organized and published into convenient categories for anytime, anywhere access. Service Support Manager also provides the IT operations team with visual dashboards and robust report generation capabilities so that they can maintain complete visibility across the end-to-end service delivery process. This includes the ability to view actionable metrics related to costs and resource utilization.

The Serena difference

With Service Support Manager, you can start with a set of ITIL-based, out-of-the-box applications that can then be rapidly tailored to meet the specific needs of your organization – either on premises or via a software-as-a-service (SaaS) environment. Use powerful, process-aware Key Performance Indicators (KPIs) and reports to then uncover bottlenecks and attack areas of high cost. Leverage a centralized Request Center to showcase the breadth and value of services that your IT organization has to offer that will improve user satisfaction and cut service desk costs.

And then unleash the Serena difference – the power of the underlying process management platform – to tackle new fronts within the IT service management realm and beyond. By leveraging our expertise in the Application Lifecycle Management (ALM) realm, Service Support Manager is also uniquely positioned to serve as the fulcrum of an integrated ITSM-ALM strategy that can bridge the traditional gap between IT operations and application development.

Pink Elephant: ITIL Compatible     Pink Elephant: ITIL Innovation of the Year 2011     Pink Elephant: ITIL Innovation of the Year 2012

Contact us now to find out how EDEN CONSULTING can help you realize the benefits of ITSM.