2025.04.22

SSM

原廠名稱：OpenText

產品簡介

Process-based ITSM. 

SSM represents a new process-driven approach to ITSM

產品優勢

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, Serena Service 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

其他說明

SSM 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. Serena Service 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.

Service 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. SSM 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.