Migration of the CERN IT Data Centre Support System to ServiceNow

CHEP paper on the ServiceNow migration.

What it anchors

• February 2011: go-live of the CERN Service Management tool (ServiceNow) and the Service Desk.
• The ITIL processes adopted: Service Level, Supplier, Change, Event, Incident and Problem Management plus Request Fulfilment — with Incident Management (malfunctions) and Request Fulfilment (service requests) as the two user-facing ones.
• ServiceNow was integrated with data-centre monitoring through the General Notification Infrastructure, so hardware, network, OS and application alarms generate incidents automatically.