CERN Service Structure — Service and Functional Elements

The CERN Service Management site’s definition of the service structure.

What it anchors

• Service Elements are the individual services users can request through the catalogue; their names “should reflect the functionality that can be expected from service provision”, and service targets and quality parameters are defined at this level.
• Functional Elements are the “technical services” provided by the different Groups and Sections. Every Service Element rests on one or more Functional Elements.
• The dependency between them is classified by criticality:
  • A (Essential) — failure renders the service unavailable; where several exist, one is marked A+
  • B (Important) — failure impairs functionality and availability
  • C (Necessary) — provides input or support; failure does not directly affect availability
  • X (Non-relevant) — no specific assignment needed
• That classification is operational, not documentary: “The identification and selection of the correct functional element is required for priority definition and dispatching; if no specific workgroup can be identified the ticket is automatically dispatched to the workgroup associated with the A(+) functional element.”