ServiceNow at CERN
Live since February 2011, and organisation-wide from birth: service management came in as a joint project of the General Services and IT departments, so the platform never was an IT tool that later escaped — snow clearing, car parking, drainage, employee onboarding and failed lightbulbs ride the same processes as a broken mail account. Between 2011 and 2018 the yearly ticket volume multiplied by five.
Around it, the pieces this hub maps: the service-catalogue it implements, the service-desk answering one number for everything, the itil-processes chosen and deliberately simplified for adoption, the [[service-management-roles|accountability model]], the status-boards it publishes, and the GNI wire through which alarms open their own incidents. Integrations reach the personnel databases and, through the GGUS bridge, the grid’s own helpdesk.
The detail that closes the loop: ServiceNow has its own entry in the catalogue it runs — a Functional Element with a supporting team, subject to the same incident and change processes as everything it administers.
Topology
- Part of: service-management
- Catalogued in: service-catalogue — it is itself a Functional Element.
- Integrates: monit — alarms become incidents through GNI.
- Cites: snow-chep2012-paper — the GS+IT founding and the first processes.
- Cites: servicenow-migration-paper — the 2011 go-live and the ITIL scope.
- Cites: itsm-7-years — the ×5 ticket growth and the lessons learnt.
- Cites: diginomica-lightbulbs — the organisation-wide scope.
- Cites: snow-functional-element — its own catalogue entry.
- Cites: cern-service-portal — the portal it serves.