Goals in short:

• One Service Desk for CERN (one number to ring, one place to go, 24/7 coverage)
• One place to go on the web (Service Portal) where you can browse the service catalogue, report incidents, make requests, etc...
• Standard Processes for all Service Providers at CERN (one behavior)
• Improved efficiency by high degree of automation of all procedures
• Services defined from a User’s point of view (focus on What can I expect, not on How does it work and Who is involved).
• Services easy to find by everybody, without knowledge of CERN internal structures
• Improved collaboration over the borders of sections, groups and departments
• Framework for continuous improvement in the fields of efficiency and effectiveness

Our Vision

Detailed Scope

What does it mean in practice

Initial deliverables and associated benefits

Notes:

1. Although not a goal in itself, there is one very important side effect of separating the WHAT from the HOW in the service catalogue. The user view of the service catalogue is completely independent from the CERN organizational structure. This facilitates the introduction (nothing changes in the HOW things are done), AND changes in the CERN organizational structure do not affect the user perspective of the services anymore.
2. Over the last couple of decades a lot of process automation has been implemented at CERN. Although completely justified, much if this automation was done 'ad hoc'; a kind of 'bottom up' approach. What we are trying to achieve now is ONE PROCESS for all, which is more like a 'top down' approach. The challenge is to orchestrate this significant change in a smooth gradual manner. In particular we do not want to break nor compete with our current working systems (EDH, InforEAM, etc..).