Service Management and Support Group
The Service Management and Support Group strives to engage services in continual improvement by providing a modern, structured service management framework across CERN. We offer a common set of processes and tools to services in order to provide the best service most efficiently, while hiding complexity from the end user. For the CERN community we aim to provide a simple and effective way to access and interact with services.
Key pillars of SMS’ value proposition
- Service process consultancy – The SMS group provides consultancy on streamlining service processes based on international best practices such as ITIL and LEAN, independently of the underlying IT platforms.
- An integrated IT platform for Service Management fostering coherent service delivery and data-driven decision making (ServiceNow) – including structured management of incoming service requests, KPI reporting, Knowledge Base, SLA management and other features.
- The CERN Service Catalogue –the cornerstone of service management, a central repository defining and organising all services, establishing ownership and accountability, as well as Data Privacy Management
- Central entry points and first-line support – ensuring an accessible user experience through the CERN Service Portal and the CERN Community Support Centres (CCSC). The central Service Desk provides first line support to all Services at CERN using the framework and is ready to take on further simple support tasks.
SMS Vision
“Deliver innovative, sustainable, and customer-centric Service Management solutions to CERN services, prioritizing efficiency and ensuring long-term exceptional service delivery”
Innovative implies the responsive evolution of SM tools and practices, proactively providing modern, service-oriented solutions, with the least possible customisation.
Sustainable means no compromise with code quality and maintainability.
Customer-centric aims for responsive delivery with the least effort and time to business.
Efficiency implies optimised operations and processes.
Group Leader: Gyorgy Balazs
Deputy Group Leader: Isabel Fernandez Gonzalez
Mandate of the SMS Group
The Service Management and Support Group strives to engage services across the Organization in continual improvement by providing a modern, structured service management framework. The SMS Group provides consultancy on streamlining service processes based on international best practices; it also operates an IT platform to facilitate coherent service delivery and data-driven decision making, as well as the “CERN Service Catalogue” central service repository, along with unified entry points and first-line support via the Service Portal and the CERN Community Support Centres.