I have used Serena as a Defect Tracking system (product development) and not
for an IT solution, especially from an ITIL standpoint. Serena is fairly
easy to customize. However, compared to Remedy, it is nowhere close (from
what little bit I know about Serena).
Some questions to ask which would help identify if this tool set is suitable
for what your customer wants:
- What ITIL processes are already implemented in the Serena application
suite?
- How are the integrations handled between your inventory system, topology
discovery, etc.?
- Do they have a CMDB that is readily available and shipping?
- Any other questions that can think of from a AR System platform standpoint
would be valid as well
HTH
--
Shyam
----- Original Message -----
From: "Seth Wrye" <[EMAIL PROTECTED]>
Newsgroups: gmane.comp.crm.arsystem.general
Sent: Wednesday, December 13, 2006 2:09 PM
Subject: Serena TeamTrack??
Anyone have experience with Serena TeamTrack? Good, Bad and Ugly (looking
for mostly bad and ugly)? Customer looking at it for a ITIL compliant CM
solution.
Thanks for all input...
Seth
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