Case Study: U.S. Forest Service achieves end-to-end visibility and streamlined change management with Serena Software's Business Mashups

U.S. Forest Services I-Web Program standardizes on Serena Business Mashups for end-to-end visibility and improved collaboration between business users and development staff

The U.S. Forest Service, which supports 33,000 employees across 155 national forests and 20 grasslands, faced fragmented change-management processes that created audit and compliance risks. With separate systems for the help desk, management reviews, and development, staff had to manually compile information, struggled to track audit-driven change requests (13 audit activities in one year), and wasted time resolving duplicate tickets—risks the agency could not afford while managing major federal funding.

To address this, the Forest Service implemented Serena Business Mashups (with Serena Dimensions) as its Business Application Services Environment (BASE) to consolidate workflow for more than 3,700 issues. The single system, deployed with Serena Federal Services, delivered end-to-end visibility, reusable reports for faster audit compliance, and streamlined collaboration between business and IT—saving nearly 40 hours to clear 300 duplicate tickets and improving budget and change-tracking across the organization.

US Forest Service