1. CERN Service Management CATIA User Forum 14-04-2011 Short introduction

2. Page 2 The fastest racetrack on the planet… Trillions of protons race around the 27km ring in opposite directions over 11,000 times a second, travelling at 99.999999991 per cent the speed of light. CERN, a place of extremes

3. Page 3 The emptiest space in the solar system… To accelerate protons to almost the speed of light requires a vacuum as empty as interplanetary space. There is 10 times more atmosphere on the moon than there is in the LHC. CERN, a place of extremes

4. Page 4 4 One of the coldest places in the universe… With an operating temperature of about -271 degrees Celsius, just 1.9 degrees above absolute zero, the LHC is colder than outer space. CERN, a place of extremes

5. Page 5 The hottest spots in the galaxy… When two beams of protons collide, they generate temperatures 1000 million times hotter than the heart of the sun, but in a minuscule space. CERN, a place of extremes

6. Page 6 The biggest most sophisticated detectors ever built… ALICE To sample and record the debris from up to 600 million proton collisions per second, scientists are building gargantuan devices that measure particles with micron precision. CERN, a place of extremes

7. Page 7 One of the most extensive computer system in the world… To analyse the data, tens of thousands of computers around the world are being harnessed in the Grid. The laboratory that gave the world the web, is now taking distributed computing a big step further. CERN, a place of extremes

8. Page 8 CERN – a laboratory with extreme requirements in many domains; has to achieve excellence in service management CERN, a place of extremes

9. Page 9 Service Management: WHAT Our Goals:  One Service Desk for CERN (one number to ring, one place to go, 24/7 coverage)  Standard Processes for all Service Providers at CERN (one behavior)  Services defined from a User’s point of view  Services easy to find by everybody, without knowledge of CERN internal structures  Service and process quality measurable  Improved collaboration over the borders of sections, groups and even departments  Automation of all known procedures  Framework for continuous improvement in the fields of efficiency and effectiveness

10. Page 10 Service Management: HOW How is this project implementing Service Management? 1.Use existing best practice We use the ITIL V3 framework, but 1.PRAGMATIC (only take what is useful; leave the rest for later ) 2.NO BUREAUCRACY 2.Use external expert help (NCC) 3.Start with reduced scope IT and GS (HR and FP waiting at the doorstep) 2 Processes (out of 24): Incident management and Request Fulfilment. Then grow and improve (once we have POC)

11. Page 11 Service Management: Service Catalogue

12. Page 12 Service Management: Portal

13. Page 13 Service Management: Incident and Request process

14. Page 14 Service Management: Service Desk  The Service Desk is placed at the 2 nd floor of Building 55  It covers all Services mentioned in the Service Catalogue  A Service Counter for users and a SMoD for special treatment of special users is installed The CERN Service Desk

15. Page 15 How does it work  Portal https://cern.ch/service-portal/https://cern.ch/service-portal/  Email  Phone

16. Page 16 Please visit our website https://cern.ch/ services Questions? Mats Moller Reinoud Martens Olaf van der Vossen