Serena Solutions Business Manager Review

We've used it for traditional help desk and defect tracking endeavors

What is most valuable?

It is the Swiss Army knife of software applications. If you have a process, SBM can be easily used to track and report on that process.

How has it helped my organization?

We've used it for traditional help desk and defect tracking endeavors, but we've also used it for HR, Marketing, and even some non-traditional government processes which were very customized.

What needs improvement?

  • Reporting is generally very good, but people always want more.
  • The UI is OK, but it is not setting any new standards for ease of use.

For how long have I used the solution?

We have been using this solution for 10 years.

What was my experience with deployment of the solution?

We have deployed it in multiple locations without difficulty.

What do I think about the stability of the solution?

There were no stability issues at all.

What do I think about the scalability of the solution?

It will scale as large as you need it to go.

How are customer service and technical support?

Customer Service:

Customer service is excellent.

Technical Support:

Technical support is excellent.

Which solution did I use previously and why did I switch?

We evaluated Rational ClearCase and Remedy. Both are a nightmare to customize and support, and are very expensive to own.

How was the initial setup?

The initial setup was very easy.

What about the implementation team?

The vendor team was essential in getting us moving quickly.

What was our ROI?

There was a significant ROI. The development of weekly metrics from Excel spreadsheets, Lotus Notes database, Access databases, and some Word documents was a two to three day affair. Now, this process takes seconds.

What's my experience with pricing, setup cost, and licensing?

Be sure you understand what your users need to do. Full seat licenses are not cheap and are a waste for people who are only going to view data and do limited data entry.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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