Abstract
CERN has been using ITIL Service Management methodologies and ServiceNow since early 2011. Initially a joint project between just the Information Technology and the General Services Departments, now most of CERN is using this common methodology and tool, and all departments are represented totally or partially in the CERN Service Catalogue. We introduce a summary of the current situation of Service Management at CERN, as well as its recent evolution. We discuss service onboarding, user experience, and tool configuration, outlining the challenges faced, solutions adopted and some important lessons learnt. Some of the most important points relate to CERN’s common process and service catalogue, which have enabled scalability; hiding complexity from users in order to improve user experience; and the good practices to configure CERN’s Service Management application which have been learnt in the 8 years of the project. Finally, we present ongoing and future work, such as the upgrade of the CERN Service Portal and bringing even more new services board.
Highlights
With the planned start of the LHC in 2008, the number of users at CERN started to grow at a very quick pace, while the number of CERN Staff decreased
We introduce first the challenges, solutions and lessons learnt about bringing services on board of the Service Management project, related to the CERN Service Catalogue, the Service Management processes, and contract management
The CERN Service Management team learnt after several iterations that it is better to start with a few, simple Key Performance Indicators (KPIs), and follow through on using them
Summary
With the planned start of the LHC in 2008, the number of users at CERN started to grow at a very quick pace, while the number of CERN Staff decreased. There are signs of positive maturement and increased quality of CERN services, such as the fact that currently more requests are created than incidents daily, and the fact that the number of created incidents is going down, especially if we only consider human-generated incidents. We present the topic of User Experience, looking at several parts of the project where it was improved or we learnt important lessons. We will detail important lessons learnt with regard to configuring the Service Management tools used at CERN. We will conclude with a summary of the most important lessons learnt and of the present and future challenges
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