Serena Software launches new solution for intelligent management of IT demand at Service Desk Show

April 26, 2012 - PRLog -- ST. ALBANS, UK – 24th April 2012 – Serena Software today announced the general availability of Serena Demand Manager at the Service Desk and IT Support Show in London. Demand Manager provides organisations with a fast, easy and intelligent approach to managing and prioritising demands for new IT functionality, based on potential business impact and availability of resources. Serena Demand Manager also allows organisations to model various scenarios based on decisions made and helps IT to decide what initiatives can be achieved in a given time frame.

Serena Demand Manager offers IT organisations key capabilities to manage demand for the entire IT application and service delivery lifecycle, and makes it easy to understand for both business users and IT professionals through graphical display. New functionality within Demand Manager includes:

•   Best practices criteria - Based on leading analyst research, Serena Demand Manager provides out-of-the-box prioritisation criteria that can accelerate internal discussions and curtail expensive consulting engagements on the best way to assess IT initiatives. These criteria can also be easily customised to meet specific customer demands.
•   Collaborative demand prioritisation - Serena Demand Manager automatically routes requests to the appropriate reviewers for scoring. IT can also use high-level resource estimates for planning purposes and portfolio waterline views for determining which initiatives can be realistically accomplished.
•   Automated time capture - Serena Demand Manager uses the Serena process orchestration platform to capture time and effort directly from an IT team member’s tools. As tasks are closed out, Serena logs the hours for specific requests, so users don’t have to manually fill out timesheets.
•   Executive resource metrics - IT executives can view aggregate information for all IT work, resources, and costs that are based on accurate work numbers. This provides all the information needed to intelligently assess the impact of incoming demand and the cost of serving the business.
•   Flexible and adaptable workflows - Prioritisation criteria, new lines of business, new IT models, or new partners can impact how IT demand is fulfilled. With Serena Demand Manager, processes can be quickly adapted in response to changes in IT management strategy or additional resources being made available.

As part of the Serena Orchestrated IT suite, Serena Demand Manager is tightly integrated with Serena Request Center to capture all requests from the business and route these through to the appropriate contact within the IT team. Process-based integration also enables IT organisations to easily integrate Demand Manager with any current IT system, so the emphasis is firmly on fulfilling demand.

“Whether it comes from users directly or is sent through a service catalogue, managing how IT change requests come through is an essential step in supporting the business. With Serena Demand Manager, IT can prioritise work based on available resources and what will provide the best return back to the organisation,” commented David Hurwitz, Senior Vice President of Worldwide Marketing at Serena Software. “Representing requirements for IT in a way that is simple to understand and prioritise helps IT teams to eliminate wasted time and improve efficiency based on business demand and process.”

Helpful Links

•   Demand Management - http://www.serena.com/solutions/demand-management/index.html
•   Serena Demand Manager - http://www.serena.com/products/demand-manager/index.html
•   Serena Software - http://www.serena.com
•   Serena Blog - http://www.serena.com/blog

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About Serena Software
Serena Software provides Orchestrated IT solutions to the Global 2000. Serena’s mission is to help enterprises orchestrate their IT operations for tremendous competitive advantage. Its 4,000 active enterprise customers, encompassing almost one million users worldwide, have made Serena the largest independent ALM vendor and are now using Serena to orchestrate IT service management and other vital processes.  Headquartered in Silicon Valley, Serena serves enterprise customers from 29 offices in 14 countries. Serena is a portfolio company of Silver Lake Partners, the leader in private investments in technology-enabled industries. For more information on Serena, visit http://www.serena.com.

Media Contact:
Mark Kember (for UK inquiries)
Goode Communications for Serena Software
+44 (0) 1491 873323
mark.kember@goode.co.uk