Управление сервисной службой в банке

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Serena Service Manager - .

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<ul><li> 1. SERENA SOFTWARE INC. Serena Service Manager ... 2013 1 ITSM </li></ul> <p> 2. 2 SERENA SOFTWARE INC. Serena Software SBM 2 3. 3 SERENA SOFTWARE INC.3 Serena Software Inc 4. 4 SERENA SOFTWARE INC. Serena Software, Redwood City, California (USA) 4 : 1980 : New York, Los Angeles, Washington D.C. Sao Paulo London, Paris, Madrid, Milan, Munich, Stockholm, Antwerp Singapore, Tokyo, Melbourne, Bangalore, Seoul : 700+ : 17,000 10 96 100 Fortune 5. 5 SERENA SOFTWARE INC. Serena 2013 5 IT Requirements Manager Development Manager Release Manager Service Manager Orchestrated IT Dashboard Demand Manager Request Center Serena Business Manager Front Office &amp; 6. Serena Request Center Serena Development Manager Serena Release Manager Serena Service Manager Serena Requirements Manager Serena - Change and Release Management 6 7. 7 SERENA SOFTWARE INC.7 98 100 Fortune Serena FinancialFinancial IndustrialIndustrial GovernmentGovernment InsuranceInsurance Tech/TelcoTech/Telco HealthcareHealthcare 8. 8 SERENA SOFTWARE INC.8 Serena Serena 9. Serena Solutions And How We Got To ITSM 9 2000 TeamTrackTeamTrack Serena Business Manager (SBM) Serena Business Manager (SBM) 1600 Software Change &amp; Config Mgt. Software Change &amp; Config Mgt. Orchestrated ALM Orchestrated ALM 1981 2010 1999 2007 Serena Service Manager 1.0 Serena Service Manager 1.0 Serena Service Manager 2.0 Serena Service Manager 2.0 1 , 2011 Serena Service Manager 3.0 Serena Service Manager 3.0 2 , 2011 4 , 2011 ALM BPM ITSM SBM ITSM 24% SBM ITSM &amp; ITIL Serena Service Manager SERENA SOFTWARE INC.9 10. IT 10 ITSM IT Back Office IT Front Office SLA ? 11. 11 SERENA SOFTWARE INC. - : Naumen 1. 2. 3. 4. Jira 5. 6.SLA 11 12. 12 SERENA SOFTWARE INC.12 Serena Service Manager 13. 13 SERENA SOFTWARE INC. Serena Service Manager 13 IT 14. 14 SERENA SOFTWARE INC. 14 15. 15 SBM SERENA SOFTWARE INC. Serena Request Center 15 16. 16 SERENA SOFTWARE INC. 16 17. 17 SERENA SOFTWARE INC. 17 18. 18 SERENA SOFTWARE INC.18 Serena Business Manager 19. ? : : Web : SBM 19 20. 20 SERENA SOFTWARE INC. 20 1. (workflow engine) 2. - web 3. , (, , ) 4. 5. // 6. 7. 8. API 21. 21 SERENA SOFTWARE INC. SBM 21 22. 22 SERENA SOFTWARE INC. SBM 22 23. 23 SERENA SOFTWARE INC. , 23 24. 24 SERENA SOFTWARE INC. 24 25. 25 SERENA SOFTWARE INC. , 25 26. 26 SERENA SOFTWARE INC. , 26 27. 27 SERENA SOFTWARE INC. / 27 28. 28 SERENA SOFTWARE INC. 28 29. 29 SERENA SOFTWARE INC. 29 30. 30 SERENA SOFTWARE INC. / 30 31. 31 SERENA SOFTWARE INC. 31 32. 32 SERENA SOFTWARE INC. / 32 33. 33 SERENA SOFTWARE INC. 33 34. 34 SERENA SOFTWARE INC. 34 35. 35 SERENA SOFTWARE INC. 35 36. 36 SERENA SOFTWARE INC. Web 36 37. 37 SERENA SOFTWARE INC. SBM 10.1.2 SBM (Time Capture) web 37 38. 38 Demand Develop Deploy Quality PLMDevelopModeling Build/CI ITSM Serena Lifecycle DashboardSerena Lifecycle Dashboard Serena Requirements Manager Serena Requirements Manager Serena Development Manager Serena Development Manager Serena Release Manager Serena Release Manager PPM 39. 39 SERENA SOFTWARE INC. 39 40. 40 SERENA SOFTWARE INC. SBM: 40 1. 2. 1 10 3. 4. 5. 41. 41 SERENA SOFTWARE INC. SBM: 41 1. SBM Composer 2. workflow 3. // . 4. . 5. 6. , . 7. Web 8. SOAP API 42. 42 SERENA SOFTWARE INC. SBM: LOW TCO 42 1. (, ) 2. 3. , , 4. 5. 43. 43 SERENA SOFTWARE INC. 43 44. 44 SERENA SOFTWARE INC. Open Computer Solutions Ltd. www.ocs.ru : , 1. . , . 2. . , , . 3. . ITSM . 44 45. 45 SERENA SOFTWARE INC. . . 1. : 1 , 1 , 1 email 2. , 1- , , , , , , .. 3. 4. , 2- 5. 6.. 45 46. 46 SERENA SOFTWARE INC. ? 46 47. 47 SERENA SOFTWARE INC. ? 1. ; 2. ; 3. ; 4. 1- ; 5. () 6. ( ) 47 48. 48 SERENA SOFTWARE INC. : % , 85% % 1- ; ; / ; , ; : 1. 2. / 3. , , 48 </p>

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