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Serena Solutions Business Manager OverviewUNIXBusinessApplication

What is Serena Solutions Business Manager?
With Serena Business Mashups, you can easily automate people-centric processes and deliver fit-to-purpose custom applications. Unlike traditional approaches to business process management, SBM provides a single platform to streamline processes, speed implementation, and deliver fit-to-purpose applications in a cost effective manner. SBM represents the next generation of TeamTrack and Tracker.

Serena Solutions Business Manager was previously known as TeamTrack.

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Serena Solutions Business Manager Customers
eBay, AgustaWestland, EMI Music, LenderLive, Martin-Baker Aircraft Co. Ltd.
Serena Solutions Business Manager Video

Archived Serena Solutions Business Manager Reviews (more than two years old)

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it_user713322
User at a government with 10,001+ employees
Vendor
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.
Alexandr Logach
Independant IT Consultant with 501-1,000 employees
Real User
Top 20
Allows you to get a fully functional app based on your process sketch

What is most valuable?

The solution provides business process automatization. The Composer is absolutely a magical tool. It allows you to get a fully functional app based on your process sketch, in couple of hours, without knowing BPMN notation.

How has it helped my organization?

Typically SBM is used by IT departments. We got transparency over the DevOps, after implementing ITSM and ALM processes on the MB platform.

We get automation in the Project office, including interaction with Accounting. This was incredible in terms of how fast we got a workable solution that reduced our losses on the interactions between departments.

What needs improvement?

From technical point of view, it would be better to support more than just MS SQL and Oracle DB.

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?

I did not encounter any issues with deployment.

What do I think about the stability of the solution?

I did not encounter any issues with stability.

What do I think about the scalability of the solution?

I did not encounter any issues with scalability.

How are customer service and technical support?

Customer Service:

Customer service is quite good.

Technical Support:

Technical support is excellent.

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

  • MS SharePoint: In the area of Business process automation, it was almost nightmare to implement any new process, or make even smallest modification to an existing one.
  • JIRA and HPE Service Manager for IT Processes. The HPE solution was too complex and the costs were huge.
  • JIRA is still in use by developers for some tasks.

How was the initial setup?

The installation and configuration were pretty easy.

What about the implementation team?

The initial steps (installation/configuration) were done by a vendor team. They also implemented a couple of processes in IT and they had excellent skills. Later on, most tasks were covered by our IT department, and even the business staff uses the tool from time to time.

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

Basic licenses are not tied into processes. We got a big profit with implementing a custom ITSM solution instead of buying Serena's additional licenses (SSM).

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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it_user409653
Project Manager at a financial services firm with 10,001+ employees
Vendor
I can see the complete estimates for my request in one view. There are some user interface and link issues.

What is most valuable?

Estimates from all teams are visible in one general ticket (PFC). I can see the complete estimates for my request in one view.

How has it helped my organization?

Tracking of business requirements and project scope during the execution phase.

What needs improvement?

User interface and links between tickets. For me, Jira is the ideal tool. I am evaluating SBM, from this perspective.

In Jira, there are more types of links between tickets, you can create your own type of relation, and then you can filter by this relation.

In Jira, you can change your personal space/account to see only the things you are interested in, for example, dashboards and screens.

I am not the sales representative of Atlassian. I am only an experienced user.

For how long have I used the solution?

We have been using the solution for a year.

What do I think about the stability of the solution?

I am not aware of any stability issues.

What do I think about the scalability of the solution?

I am not aware of any scalability issues.

How are customer service and technical support?

I have no experience with technical support.

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

I donĀ“t know why my company chose this product.

How was the initial setup?

I was not involved in the initial setup of the product.

Which other solutions did I evaluate?

The decision about this solution was made before I came to the company. I am not aware of any other evaluated solutions.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
it_user1689
VP of Operations at a financial services firm with 501-1,000 employees
Real User
Love the automation, but poor response time.

Valuable Features:

Allows us to automate work flows to provision IS services.

Room for Improvement:

Response time could improve.

Valuable Features:

Allows us to automate work flows to provision IS services.

Room for Improvement:

Response time could improve.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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