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3.0 out of 5.0 (2 ratings)

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We have aggregated ratings data on Serena Software but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 3 out of 5.0, Reviewed

    Product(s): Serena Service Manager

    Great product but guard against complexity.

    Overall Comment

    Some components of this product (service desk tickets) simplify processes more than others (application lifecycle management). I highly recommend engaging the end users in designing the processes and customizing the tool, while carefully guarding against complexity. Over-engineering the solution is a risk.

    What one piece of advice would you give other prospective customers?

    Involve your end-users extensively in the development of requirements and testing the process after it is built.

    What do you like most about the product or service?

    Service desk processes.

    What do you dislike most about the product?

    Application lifecycle management processes.

    What one thing do you wish the vendor did differently?

    I wish the vendor had provided more instruction and support in helping our staff to learn how to support the application internally.

    If you could start over, what would your organization do differently?

    Ensure the customizations are minimal so that upgrades are easier. Ensure the vendor provides thorough knowledge transfer so that we can better support the application in-house.

    Integration & Deployment - Overall comment

    The vendor did not provide enough support for us to be able to support and modify the tools after the deployment.


  • 3 out of 5.0, Reviewed

    Product(s): Serena Service Manager

    Has a lot of flexibility, but it isn't an out of the box solution.

    Overall Comment

    The out of the box capabilities were not as developed as we believed them to be based on the vendor demo. It required more custom coding then we had anticipated.

    What one piece of advice would you give other prospective customers?

    Have a good idea of the processes you want to automate before you pick a vendor. Product representatives were very willing to work with us. They provided outstanding customer serivce, on-site assistance, and other help as neeed.

    What do you like most about the product or service?

    It is easy to use. The reporting capabilities are very nice. It really doesn't require 'training' for the users. It is intuative.

    What do you dislike most about the product?

    Lack of integration with our other systems. This may be possible with a lot of custom development but we are not able to fund a project for this. Sometimes the navagation between screens isn't stratighforward and some of the key peices of data that we were looking for are not readily available.

    What one thing do you wish the vendor did differently?

    They provided a better assessment of the current platform (also their product) that we were on and integrating with. We have limitations because of the way the SBM platform was implemented that impacted our SSM implementation.

    If you could start over, what would your organization do differently?

    Place less weight on the fact that we already had the vendor in house and used part of the tool set. Have our processes better established before we put the technology to it. We were trying to create process and implement technology at the same time. This was a mistake. Understand the capabilities of the product and the true cost of ownership/skill set that is needed to move it forward. We needed more development resources than we anticipated.

    Product capabilities - overall comment

    the product has good capabilities. It is all in how much you want to invest or not.

    Service & support - overall comment

    The support has always been good. They are responsive to our needs.

    Integration & Deployment - Overall comment

    We were not able to fully integrate between SSM and SBM both Serena products. This was a requirement that was not able to be satisfied with the current implementation. If we want to go back and do re-work in SBM we may then be able to implement.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(2)
3.5

Ability to understand your organization's needs

(2)
4.0

Timely and complete response to product questions

(2)
4.5

Pricing and contract flexibility (pricing and terms)

(2)
2.5
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(2)
2.5

How long did your deployment take?

3 - 6 months (<6)

9 - 12 months (<12)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(1)
3.0

Ease of integration using standard APIs and tools

(1)
2.0

Quality and availability of end-user training

(2)
3.0

Ease of deployment

(2)
3.5
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(2)
3.0

Did you purchase a support package from the vendor?

Yes


Timeliness of vendor's response

(2)
4.0

Quality of technical support

(2)
4.0

Quality of peer user community

(1)
4.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(2)
3.5

Incident and Problem Management

(2)
4.5

Change, Configuration and Release

(1)
2.0

Self-Service/Request Fulfillment

(1)
5.0

IT Knowledge Management

(2)
3.5

Reporting and SLA Management

(2)
4.0

Process and Workflow Design

(2)
3.0
Section
1

Additional Context

What was the nature of your involvement?

Development/Integration

Other...


What other vendors were considered?

IBM

Hewlett Packard Enterprise

Microsoft


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve business process outcomes

Enhance decision making

Other...


What were the key factors that drove your decision?

Product functionality and performance

Financial/organizational viability

Product roadmap and future vision

Strong user community

Other...