Serena Request Center provides your IT organization with a solution to help create a contemporary, new face of IT. It can serve as the single point of contact between your customers and your IT organization and as the single entry point into your service desk or other SBM-powered applications. A centralized request center that can serve as the "store front" or the "front office" for your IT organization can go a long way in promoting user self-service, streamlining request fulfillment processes and cutting IT costs – which in turn greatly improves satisfaction with IT.
Serena Request Center — The New Face Of IT
Unified Service Request Center
Serena Request Center is a rich, interactive, and intuitive web portal that can serve as a one-stop shop for corporate users to browse through the available IT services, submit and track requests, and review knowledge base articles. Your users can quickly see the costs and benefits of a service, before requesting access to the service itself. "New" or "Featured" services can be highlighted to your users, further promoting IT as a true business partner.
Highlight New Or Featured Services
Enterprise Service Catalog
Serena Request Center comes with a set of pre-built service requests complete with the associated forms and fulfillment workflows. You can also create, publish and organize services that meet your specific needs into convenient categories. Choose from a wide array of icons or create your own icon to represent these services in the portal. Showcase all your SBM-powered applications as services within the portal and direct your users to a specific web page to request that service. Banners that "announce" new services and quick links on the portal increase the use of these services.
Leverage A Starter Pack of Pre-Built Service Requests
Contextual Knowledge Base
Serena Request Center has powerful knowledge management capabilities that help users resolve their own problems without needing to contact your support teams. A special knowledge alert capability automatically presents potential solutions as they type in ticket information. The knowledge base articles are searchable by keywords, category and type, and can be rated by your end users. Articles tagged as "Announcements" can appear in a ticker across the top of the Request Center, allowing you to quickly highlight ongoing issues to your users, reducing the likelihood of duplicate tickets. A pre-built knowledge management process ensures that only articles that have been vetted by your team get added to the knowledge base.
Contextual Knowledge Base Articles Help With "No-Touch" Issue Resolution
Serena Request Center can provide your customers with a single point of contact with your IT organization. It is extremely simple and easy to use. It reduces the workload of your support staff by encouraging employee self-service and "no-touch" issue resolution which significantly improves satisfaction with IT. It lets you showcase a host of services that you have to offer thereby allowing you to promote IT as a business-focused service provider within your organization.
1900 Seaport Boulevard, 2nd Floor
Redwood City, CA 94063-5587 USA
Online Request Form
Toll Free: 1-800-457-3736
Tel: 1-650-481-3400
Fax: 1-650-481-3700
Email Us
info@serena.com
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