Demo & Discussion: How The U.S. Army Automated Its IT Service Management (ITSM) Processes With SBM

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In this session, Tamara Lepianka discusses how the USAAC uses Serena Business Manager (SBM) to manage requests for changes to the software applications and infrastructure that support the accessioning needs of the Army. Ms. Lepianka also outlines how the team has leveraged SBM to:

  • Create an integrated process for change, configuration, and release management

  • Improve collaboration and coordination around requests for change

  • Track approvals through the entire software and infrastructure life-cycle – no more trawling through email

  • Monitor Service Level Agreements (SLAs) to aid with ISO 9001 compliance

  • Replace highly inflexible packaged solutions with rapidly configurable SBM-powered applications

The SBM Product Team also demonstrates how the offering can be used to automate and streamline ITSM-related processes.

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