Service Management and Support 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 (ServiceNow), 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. 

Group Leader: Gyorgy Balazs
Deputy Group Leader: Isabel Fernandez Gonzalez