Serena Request Center — Serena Software

By: Serena  06-Dec-2011
Keywords: Knowledge Management, Management Process, Web Portal

Key Features

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.

Enterprise Service Catalog
Serena Request Center lets you easily publish and organize available services 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.

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.

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.

Keywords: Knowledge Base Articles, Knowledge Management, Knowledge Management Process, Management Process, Ticket Information, Web Portal,

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