CERN IT Governance

IT Service Management at CERN

Properties3
descriptionThe paper describing CERN's ITIL service catalogue and its two dimensions.
urlhttps://cds.cern.ch/record/2698991
kindpeer-reviewed-paper

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IT Service Management at CERN

CHEP paper on service management at CERN (CERN Document Server, record 2698991).

What it anchors

  • CERN has used ITIL service management methodologies and ServiceNow since early 2011.
  • The service catalogue is two-dimensional: a Service Element (SE) describes the service as users see it, and a Functional Element (FE) describes the tool, function or activity supporting it — with supporters and experts declared at FE level.
  • The Service Portal hosts the Status Board and the Service Availability Dashboard.

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