Service management at CERN with Service-Now (CHEP 2012)

Toteva et al., J. Phys.: Conf. Ser. 396 062022.

What it anchors

• Service management arrived as a joint project of the General Services and IT departments — organisation-wide from day one, not an IT tool that later escaped.
• The two-dimensional service catalogue combining the user view and the support-team view preceded the tool: Service-Now was selected to implement it.
• First processes live: incident management and request fulfilment, with a deliberately simplified request process for user adoption; change management and the facility-management integration followed.
• Integrations from the start: CERN personnel databases and the LHC Grid ticketing systems.