Rapid ITIL Certification for Business Improvement · 2016. 7. 5. · ITIL Certification now...
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How Serena Software enable IT Service Management solutions Serena Software assists organisations to implement ITIL compliant solutions by providing out-of-the-box workflow solutions for common ITIL processes such as Incident Management, Problem Management, Issue Tracking & Change Requests, and Release Management. Serena Software supports the development, operation, and management of repositories to implement Configuration Management (CMDB) solutions that implement end to end control over all changes to application software, operating systems, and infrastructure. Your organisation can reap enormous benefits by implementing standardized processes using Serena TeamTrack and Dimensions. In addition to standardized terminology and one repository for all change requests, the advantages include: • Better visibility and control over change requests with fewer unplanned outages due to increased accountability and impact analysis • Vastly reduced time spent on manual processes to manage IT processes using spreadsheets or access databases • Accurate CMDB information using automatic deployment mechanism to update the backend database • Easier compliance with Sarbanes-Oxley and other regulatory requirements due to verifiable audit-trails, traceability, and approval cycles. Making Technology Work through Governance, Security, Management Rapid ITIL Certification for Business Improvement ITIL Certification now provides the driver to help you achieve effective IT Service process automation across the entire organisation. Special points of interest: • Certification now available for organisations wishing to embrace ITIL • The ITIL standard can assist organisations of all levels of maturity • Organisations starting out on the ITIL journey should focus their attention on the IT Service Management System to start driving process maturity • More mature organisations can focus on improvements within their detailed IT processes. Working together to achieve IT Service improvement Serena Software is the global leader in IT Change Governance solutions. Serena Team Track is one of the world’s leading workflow automation platforms, enabling scheduling and assignment of activities across the organisation. By providing a common platform that interacts with a wide range of desktop and database platforms, everyone within organisation can participate in complete workflow solutions. The release of Serena Business Mashups combines Team Track workflow automation with web services SOA technologies to enable you to create tailored workflow solutions. You can now integrate data and services from your corporate ERP systems or even external web services to tailored workflow applications for the IT department and the whole enterprise. Serena enables you to build IT Service management systems that integrate, monitor and display activities and incidents as they occur within your organisation. Serena Solutions provide visibility across the organisation to all personnel to assist you to manage IT services incidents and events as they occur and provide immediate feedback to your business customers.
Transcript of Rapid ITIL Certification for Business Improvement · 2016. 7. 5. · ITIL Certification now...
How Serena Software enable IT Service Management solutionsSerena Software assists organisations to implement ITIL compliant solutions by providing out-of-the-box workflow solutions for common ITIL processes such as Incident Management, Problem Management, Issue Tracking & Change Requests, and Release Management. Serena Software supports the development, operation, and management of repositories to implement Configuration Management (CMDB) solutions that implement end to end control over all changes to application software, operating systems, and infrastructure.
Your organisation can reap enormous benefits by implementing standardized processes using Serena TeamTrack and Dimensions. In addition to standardized terminology and one repository for all change requests, the advantages include:
• Bettervisibilityandcontroloverchangerequestswithfewerunplannedoutagesduetoincreased accountability and impact analysis
• Vastly reduced time spent on manual processes to manage IT processes usingspreadsheets or access databases
• AccurateCMDB informationusingautomaticdeploymentmechanism toupdate thebackend database
• Easier compliance with Sarbanes-Oxley and other regulatory requirements due toverifiable audit-trails, traceability, and approval cycles.
Making Technology Work through Governance, Security, Management
Rapid ITIL Certification for Business Improvement
ITIL Certification now provides the driver to help you achieve effective IT Service process automation across the entire organisation.
Special points of interest:
• Certificationnowavailablefor organisations wishing to embrace ITIL
• TheITILstandardcanassist organisations of all levels of maturity
• Organisationsstartingouton the ITIL journey should focus their attention on the IT Service Management System to start driving process maturity
• Morematureorganisationscan focus on improvements within their detailed IT processes.
Working together to achieve IT Service improvementSerena Software is the global leader in IT Change Governance solutions. Serena Team Track is one of the world’s leading workflow automation platforms, enabling scheduling and assignment of activities across the organisation. By providing a common platform that interacts with a wide range of desktop and database platforms, everyone within organisation can participate in complete workflow solutions.
The release of Serena Business Mashups combines Team Track workflow automation with web services SOA technologies to enable you to createtailored workflow solutions. You can now integrate data and services from yourcorporateERPsystemsorevenexternalwebservicestotailoredworkflowapplications for the IT department and the whole enterprise.
Serena enables you to build IT Service management systems that integrate, monitor and display activities and incidents as they occur within your organisation. Serena Solutions provide visibility across the organisation to all personnel to assist you to manage IT services incidents and events as they occur and provide immediate feedback to your business customers.
ISGusethehighlyacclaimedARIS1 BPM Platform for mapping processes in ITIL. This is a great head start for organisations starting on the ITIL journey or a good benchmark tool for more mature organisations.
The use of BPM tools simplifies the process of documenting your systems and processes by providing a common view of these processes across your organisation.
UnlikeprocessdrawingtoolslikeVisio,ARISusesadatabasebackendthatenforcesreferentialintegritywithin the models, ensuring that changes in one process are always fully reflected throughout the entire ARISprocesssets.
For complex organisations this is a critical capability to have as it ensures that your investment in process mapping can be easily maintained.
TheARISPlatformnowprovidesanITILsolutionwhichenablesorganisationstoquicklyadaptbestpracticeusing the standard ITIL models as a starting point.
Contact information
302/55 Holt Street Surry Hills NSW 2010 Australia
Tel +612 9211-5488 Fax +612 9211-4644 Email:[email protected]
www.isgcons.com.au www.isgtech.com.au
How Serena Software enable IT Service Management solutions
Service Desk (Dependency & Controlling
IncidentManagement
IncidentRecord
IncidentRecord
Service Delivery
Planned maintainance
strategy
ProblemManagement
Problem statusmessage
Problem
ChangeManagement
Forward schedule of changes
ReleaseManagement
ReleaseSchedule
ConfigurationManagementCMDB
Other processes
CustomerProcess
Information about service
changes
VendorProcess
Because ITIL does not consider the Service
Desk a process, it has no process owner. However,
a position can be defined for management
of the Service Desk.
Service desk
Fix Rate
Inputs Outputs
IncidentManagement
Service Delivery
ProblemManagement
ChangeManagement
ReleaseManagement
ConfigurationManagement
Other processes
CustomerProcess
VendorProcess
1 ARIS & the ARIS Platform are trademarks of IOS Sheer AG, Germany
