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SERENA SERVICE MANAGER Concepts Guide Serena Proprietary and Confidential Information

Copyright 2011-2012 Serena Software, Inc. All rights reserved. This document, as well as the software described in it, is furnished under license and may be used or copied only in accordance with the terms of such license. Except as permitted by such license, no part of this publication may be reproduced, photocopied, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, recording, or otherwise, without the prior written permission of Serena. Any reproduction of such software product user documentation, regardless of whether the documentation is reproduced in whole or in part, must be accompanied by this copyright statement in its entirety, without modification. This document contains proprietary and confidential information, and no reproduction or dissemination of any information contained herein is allowed without the express permission of Serena Software. The content of this document is furnished for informational use only, is subject to change without notice, and should not be construed as a commitment by Serena. Serena assumes no responsibility or liability for any errors or inaccuracies that may appear in this document. Trademarks Serena, StarTool, PVCS, Comparex, Dimensions, Mashup Composer, Prototype Composer, and ChangeMan are registered trademarks of Serena Software, Inc. The Serena logo and Meritage are trademarks of Serena Software, Inc. All other products or company names are used for identification purposes only, and may be trademarks of their respective owners. U.S. Government Rights Any Software product acquired by Licensee under this Agreement for or on behalf of the U.S. Government, its agencies and instrumentalities is "commercial software" as defined by the FAR. Use, duplication, and disclosure by the U.S. Government is subject to the restrictions set forth in the license under which the Software was acquired. The manufacturer is Serena Software, Inc., 1850 Gateway Drive, 4th Floor, San Mateo, CA 94404. Part number: Serena Service Manager Product version: 4.0 Publication date: 2012-10-31 2 Serena Service Manager

Table of Contents Chapter 1: Welcome to Serena Service Manager .7 Service Manager Process Apps Overview .8 General Features. 10 State Forms . 13 Transition Forms . 15 Working Groups and Suggested Experts Panel. 17 Urgency, Impact, and Priority . 17 Chapter 2: Request Fulfillment . 21 About Requests and Request Fulfillment . 21 1. Request Creation. 22 2. Request Classification and Initial Support . 22 3. Request Approvals . 23 4. Request Resolution and Support . 23 5. Request Monitoring and Communication . 24 Service Request Workflow . 25 Service Request Roles . 26 Service Request Dashboards . 27 Chapter 3: Incident Management . 29 Incident Management Overview . 29 1. Incident Creation. 29 2. Incident Classification and Initial Support . 31 3. Incident Investigation and Diagnosis . 33 4. Incident Resolution and Closure . 34 5. Incident Monitoring and Communication . 36 6. Incident Reporting . 36 Incident Management Workflow . 37 Incident Management Dashboards . 38 Incident Management Roles . 39 Concepts Guide 3

Chapter 4: Problem Management . 41 Problem Management Overview . 41 1. Problem Creation. 42 2. Problem Classification . 43 3. Problem Investigation and Diagnosis . 43 4. Problem Error Assessment . 44 5. Known Errors . 45 6. Problem Resolution . 45 Problem Management Workflow . 46 Problem Management Dashboards . 46 Problem Management Roles . 47 Chapter 5: Change Management . 49 Change Management Overview . 49 1. RFC Creation . 49 2. RFC Classification . 51 3. RFC Assessment . 52 Risk Analysis Calculator . 53 4. RFC Authorization . 56 5. RFC Implementation . 57 6. RFC Review and Closure . 58 Change Management Workflow . 58 Change Management Dashboards . 59 Change Management Roles . 60 Change Management Integrations . 61 Chapter 6: Configuration Management System . 63 Configuration Management Overview . 63 1. Configuration Identification . 63 About Relationships . 65 Creating CIs from Events . 68 Creating a Service as a CI . 68 Associating an Icon with a CI Category . 69 4 Serena Service Manager

2. Configuration Control . 69 Understanding Baselines . 70 3. Audit and Verification . 71 4. Status Accounting . 72 CMS Workflow . 73 CMS Dashboard . 73 Configuration Management System Roles . 74 Chapter 7: Knowledge Management. 75 Knowledge Management Roles . 76 Working with Articles in the User Workspace . 76 Creating Announcements and Articles . 77 Using the Image Picker . 80 Reviewing Articles . 82 Publishing Knowledge Center Articles . 82 Working with Articles from Request Center . 83 Viewing and Commenting on Articles . 83 Updating Knowledge Center Articles . 83 Deleting Knowledge Center Articles . 84 Knowledge Management Workflow. 84 Knowledge Management Dashboard . 85 Chapter 8: Additional Information. 87 Additional ITIL References . 87 Concepts Guide 5

6 Serena Service Manager

Chapter 1: Welcome to Serena Service Manager This guide explores Serena Service Manager and explains how the default configuration has been designed to satisfy the IT service management (ITSM) practices set forth in Information Technology Infrastructure Library (ITIL) v3. Serena Service Manager is a 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 life cycle, Serena Service Manager draws on the power of a process management platform at its core to provide the following benefits: Lower TCO Complete visibility Improved user satisfaction and agent productivity Contemporary interface for IT services Serena Service Manager comes packaged with fully functional, easy-to-use applications including those for Service Request, Incident, Problem, Change, and Configuration Management. Service Manager also provides the IT operations team with visual dashboards and robust report generation capabilities so 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. Note: This guide only explains how the default Serena Service Manager addresses ITIL recommended practices. Serena Service Manager is part of the Serena Orchestrated Ops suite; for information on installing or administering Serena Service Manager, refer to the Serena Orchestrated Ops documentation. About Serena Orchestrated Ops Serena Service Manager is part of Serena Orchestrated Ops, which is a collection of solutions and components that can be used to address your IT operational needs. These components can be used independently, or combined to give you a more robust solution. Additional components in Serena Orchestrated Ops include: Serena Request Center - Serena Request Center provides a one-stop interface for corporate users to evaluate and submit IT and non-IT related requests for services and incidents, and to review knowledge base articles. Request Center is rendered through a rich Web portal that is interactive and intuitive. It represents the front-end of the enterprise service catalog. Request Center also allows service requests to be composed, organized, and published into convenient categories for anytime, anywhere access. Request Center comes pre-populated with Starter Pack Service Requests to give organizations a jump start on employing a service-centric entry to IT operations. Each service request has a specific project created for it. Concepts Guide 7

Chapter 1: Welcome to Serena Service Manager Serena Demand Manager - Serena Demand Manager enables you to capture and organize incoming demand for projects, such as new application development, Web site requests, or infrastructure improvements. Demand items can span multiple business processes, but are organized into plans that provide an overall view into the cost, effort, and benefit of each project. Once demand items have been added to a plan, they can be scored based on various business criteria, sized so that the scope of the work is understood, and ranked in order of priority. Stakeholders can also vote on individual demand items in a plan. Resources are tracked to see at what capacity they are being utilized. Service Manager Process Apps Overview Serena Service Manager is composed of the following process apps: Request Fulfillment, which addresses requests from users by providing a request channel, gathering or supplying information, and fulfilling the request. Request Fulfillment is part of the SRC - Service Request process app and is included in SRC. Incident Management, which focuses on restoring normal service operations as quickly as possible to minimize the impact of incidents on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Problem Management, which analyzes the root cause of incidents, prevents their recurrence, and limits the impact of problems that cannot be prevented. Problem management includes the Workarounds auxiliary table, where information about workarounds is stored. Change Management, which helps ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to controlled IT infrastructure. This minimizes the number and impact of any related incidents upon service after changes are implemented. Configuration Management System (CMS), which oversees the life of the Configuration Items (CIs) by enabling the fundamental elements of identification, change management, status accounting, and audits. CMS components include the Configuration Items table, where all CIs and CI baselines are stored, the BaselineWorkflows orchestration where CI baselines are processed, and the Relationships auxiliary table where the relationships between CIs, RFCs, Problems, and Incidents are stored. 8 Serena Service Manager

Here is a graphical representation of the different process components and how they work together: A typical integration flow is: 1. CIs are entered and stored in the Configuration Management System. 2. Users or IT Service Desk staff submit an incident. 3. After the incident is assigned, a Configuration Item can be selected, which creates a link between the incident and the CI. 4. If the incident needs to be escalated for root cause analysis, a problem can be submitted based on the incident. 5. Problems can lead to entries in the Workarounds table that document workarounds for problems, and resolutions to known errors. 6. A Request for Change (RFC), which is a formal proposal for a change to the IT infrastructure, may be required. 7. An RFC may require an update to a CI and a new CI baseline. Concepts Guide 9

Chapter 1: Welcome to Serena Service Manager General Features The following topics describe the general features and settings available in Serena Orchestrated Ops. These features apply to the process apps contained in Request Center, Demand Center, and Service Manager. For information on specific process apps in a solution, refer to the section describing the solution. Role Based Access For each process, administrators can map functional and access privileges to users by assigning the appropriate roles. Access to items and data are controlled by roles. Roles can grant read-only access to one group and update privileges to another. Data attributes can also be classified, and access to each data classification can be granted by role. Functional privileges include access to and ownership of items in a workflow. The ability to transition items from one state to another is also controlled by role privileges. Furthermore, owners are assigned to each active state in a workflow. Roles are customizable, allowing you to tailor the roles to your installation. Group Queues Note: The following applications allow items to move into a group queue, where team members are secondary owners and can assign items to themselves or to someone else on the team: Service Request Incident Management Change Management Problem Management Group queues keep items from being missed or delayed if individuals are absent when items are submitted or move into an investigation state, because the entire group has visibility and ownership of items. In addition, items with a primary owner can be reassigned back to the group queue. An item can be assigned to both a group and an individual, or to one or the other. This allows users to assign an item directly to the appropriate individual without having to move it into a queue state. If an individual is selected, he or she becomes the Owner of the item, and if a group is also selected, it becomes the Secondary Owner. If a group (or individuals in a Multi-Group field) are selected, the group or individuals become the Secondary Owner; there is no Owner. For example: An incident is assigned directly to Jim, a Level 1 Technician. Level 1 Group is selected in the group field, which is optional. The item moves to the Investigation & Diagnosis state, where Jim is the owner, and Level 1 Group is the secondary owner. Jim starts working on the item, but is called to a customer site to handle an 10 Serena Service Manager

emergency. Sally is also a member of the Level 1 Group. She reassigns the item back to the group queue and then assigns it to herself to complete. Note: If no group is selected in the group field, only Jim has direct knowledge of the item while he is the owner, so the benefits of group queues will not be realized. An incident is assigned directly to the Level 1 Group and moves to the Investigation Queue state. Level 1 Group is the secondary owner; there is no owner. Carlos opens his Worklist Dashboard report, sees the item in the group queue, assigns it to himself, and resolves the incident. As in the first example, if he were unable to start or complete his work, another member of the group could reassign the issue back to the group queue for someone else to work on. The provided applications listed at the beginning of this topic include special dashboard reports that show the number of items in queue states and the items for which the current user is a primary or secondary owner. The queue states in these applications have Operational Level Agreements (OLAs) that stipulate how long items can remain in queue. E-mail notifications defined for the OLAs warn users when items are at risk or in violation of the agreements. The following steps should be followed if you want to customize the implementation of group queues. In SBM Application Administrator: 1. Assign users to groups. 2. Assign these groups to the roles that were associated with Multi-User and MultiGroup fields in SBM Composer. For example, Carlos is in the IM Technician group, which is assigned to the Level 1 Techs role. This role is associated with the Level 1 Group Multi-User field, so Carlos can be selected when an item is assigned to a technician and is a secondary owner when the item is in a queue state. 3. Define Operational Level Agreements (OLAs) or Service Level Agreements (SLAs) for the queue states. 4. Subscribe the groups to notifications. For example, if the group is subscribed to the "I become the owner of any Incident" notification, all group members will be notified when an item moves into a state in which the group is the secondary owner. Note: For details, see the SBM Application Administrator Guide. In SBM Composer: 1. Associate roles with Multi-User and Multi-Group fields in primary tables. For example, you could associate the Level 1 Techs, Level 2 Techs, and Level 3 Techs roles with the Incident Operators field. 2. Set the selection mode for the Multi-User fields to Groups & users. 3. Use decisions in application workflows to route items to "work" states when an individual owner is specified or to "queue" states when a group is specified. Concepts Guide 11

Chapter 1: Welcome to Serena Service Manager 4. Assign the group fields as secondary owners of the "work" and "queue" states in application workflows. (The Secondary Owner system field must be added to the primary table before you can do this.) Note: For details, see the SBM Composer Guide. Workflow Rules Workflow rules determine how an item should progress through the workflow, and whether certain criteria must be met before an action can be performed. These actions can be performed automatically. For example, workflow rules can be established to ensure that a CI has valid data. If these conditions are not met, an automated action can be launched on the item, such as preventing the item from being transitioned to the next state. Service Level Agreement Compliance A Service Level Agreement (SLA) defines the level of service that an organization commits to its customers. Projects can be associated with a specific SLA, allowing you to track SLA compliance for items submitted in that project. The SLA widget displays the status of the current SLAs that pertain to an item. This widget is included on state forms for both Incident Management and Service Requests. Tip: You can add the SLA widget to your custom state forms using SBM Composer. SLA reports are available to managers who can access historical information to measure how well their organization conformed to SLAs and forecast information to ensure that active items are not in danger of violating them. Audit Trails Serena Orchestrated Ops includes the complete tracking functionality of SBM, which enables you to track changes to every item. Each item is assigned a unique identifier after it is created in SBM. Every activity is recorded, including field updates, transitions, and relationships, as the item moves through the workflow. You can access this data by viewing the Change History of the item or by running reports. This data provides an audit trail for the item throughout its life cycle; you can use this data to improve your processes. Auxiliary Tables Multiple auxiliary tables are included that contain values that are used by selection fields. The values for these fields can be easily changed by modifying the auxiliary tables. Custom Form Actions Serena Orchestrated Ops process apps include special custom form actions. They appear in the SOO section of the popup window that opens from the Actions tab of the form Property Editor in SBM Composer when you create statements for events, conditions, and actions. The custom SOO form actions include: Events 12 Serena Service Manager

execute immediately: Executes the action immediately when the form begins to load, instead of waiting for it to load completely. Conditions an SOO process application is deployed: Checks whether the selected process app has been deployed. this form is zoomed/not zoomed: Checks whether the form is in a zoomed view, such as when it is viewed from a multi-view report. this form is in a shell: Checks whether the form loaded from the Request Center or Demand Center shell. current user is in a Multi-User field: Checks whether the current user is included in the selected Multi-User field. Actions do SOO form formatting: Detects the type of form that is displayed (state or transition) and applies the standard SOO formatting for that type of form. initialize SOO utils: Pre-loads the SOO utility JavaScript and CSS files. By default, they are loaded on first use. add more actions widget to an action control: Links the More Actions menu to the selected action control. format a tab with new tab style: Applies either the grey bar or the wizard tab style to the selected tab control. toggle sidebar control: Displays a control that the user can use to toggle whether the sidebar is shown or hidden. collapse sidebar control: Collapses the sidebar so it is hidden, with no control for the user to show it. expand sidebar control: Expands the sidebar so it is shown, with no control for the user to hide it. add/remove current user to/from a Multi-User field: Adds the current user to or removes the current user from the selected Multi-User field. State Forms State forms are displayed when an item is in a state. They are designed with the following features to give visual indicators of the status of the item and other important information. Concepts Guide 13

Chapter 1: Welcome to Serena Service Manager 14 Serena Service Manager

1. The state icon gives users a visual cue of where the item is in the workflow. The icon is added during form load using a form action. The colored backgrounds are based on the process app that you are in. 2. The item's title appears along the top of the item. 3. Tabs contain specific information about the item. For example, the User Incidents tab, which is present on Incident Management state forms, and the User Requests tab, which is present on Service Request state forms, contains a report of all other items submitted for the same Affected User. This report includes the Request ID, Title, State, Project, Submit Date, and Reported By fields. Tip: Other reports can be added to the User Incidents or User Requests tab with the Embedded Report widget. For example, it could be useful to have a report showing only closed items for this affected user, or items related to the affected user's group. For information about this widget, see the SBM Composer Guide. 4. Primary transition buttons are enlarged to display to users the usual path through the workflow. Secondary transitions and item actions, such as Send E-mail, are collapsed to reduce the clutter on the page. Expand the More Actions menu to access these functions. 5. Service Level Agreement status appears on the left side. It displays the current SLA status for the highest SLA pertaining to the item. Click the SLA widget to display details about the SLA and to display other SLAs that are related to the item. 6. Working group Social widget displays users who have interacted with the item. Note: The state and transition forms are designed for screen resolutions of 1024x768 or higher. You may experience problems if you use a lower resolution, such as 800x600. If the forms are difficult to read at the minimum resolution of 1024x768, you can increase the browser's zoom setting. For example, changing the browser's zoom setting to 125 percent will increase the size of text, buttons, and other controls throughout the interface. However, be aware that increasing the zoom setting from 100 percent may require you to scroll through pages as you work. Transition Forms Transition forms are displayed when you click a transition button on a state form or submit a new item. Transition forms share a similar layout, which assists you when populating the form with the necessary information. Concepts Guide 15

Chapter 1: Welcome to Serena Service Manager 1. Sections with required fields are highlighted in yellow, calling attention to fields that must be populated. This is done by adding background coloring to the cells for the form in SBM Composer. 2. Relational fields enable a keyword search with a list of results. 3. Cancel and OK controls are placed on the bottom of the form. Note: For form designers: the forms are designed so fields that are set automatically are put into the System section. Other fields are in the User section so users can view the ones that require information. In addition, form actions, such setting the transition icon on page load, are used to modify the form design. 16 Serena Service Manager

Working Groups and Suggested Experts Panel Custom forms can include the Social widget, which displays a working group and an expert panel. Working Group The working group shows the number of interactions other users have had with the item and then displays the number of interactions for each of those users. It also displays the current fields in which the user is selected. The users are sorted based on the number of interactions in a list. You c

SERENA SERVICE MANAGER Concepts Guide Serena Proprietary and Confidential Information

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