Case Study: SunGard achieves streamlined ITSM and greater change visibility with Serena Software's Service Manager

Sungard Selects Serena Service Manager To Streamline Itsm

SunGard, a global software and technology services firm serving 25,000 customers in 70 countries, needed to replace an aging Lotus Notes–based ITSM system to support 24x7 institutional asset-management services. The company required a modern ITSM that would provide integrated incident, problem and change management, a populated CMDB, better visibility across the service lifecycle, and the flexibility to reduce waste and lower operating costs while supporting ITIL practices.

After evaluating leading products, SunGard selected Serena Service Manager for its flexibility, price, deep reporting and ease of use. The solution provided an integrated CMDB and structured change/process management, enabled non‑technical administrators to configure workflows, and delivered greater visibility into successful deployments and problem resolution—positioning SunGard to streamline service delivery, boost service-desk productivity and realize cost and efficiency gains.

SunGard