For the first phase we see the following deliverables and associated benefits:

• A comprehensive service catalogue with a functional and a customer-service ‘view’ covering GS and IT services; easily extensible to cover other domains. This has the following benefits:
  1. One coherent way to document services, clarifying expectations on quality and scope between providers and consumers
  2. A single source that will constitute the reference for status boards, service desk, incident tracking tools, yellow pages, service portal, and all related future defined processes..
  3. Give a perspective that did not exist previously, the usage of functional elements to provide customer services.
  4. An organization independent view, hiding the internals of the ‘how’ from the users who are primarily interested by the ‘what’.
  5. Provides a framework that can easily cover services provided by other departments.
  6. A means to identify synergies between and duplication of services

• A single incident management process covering all services provided by IT and GS (likely applicable or easily adaptable to services provide elsewhere at CERN). This has the following benefits:
  1. Dramatic improvement in user experience by clear and coherent treatment of incidents from a user perspective, independent of the cause or nature of the incident, nor who is in charge of the resolution.
  2. Standard process based on best practice allows for benchmarking inside (between service providers) and outside the organization.
  3. Negotiation on service levels between customer and service owners based on objective measurable facts, independent on ‘who’ provides the service, nor ‘how’ it’s implemented.

• A single request fulfillment process covering all services provided by IT and GS (likely applicable or easily adaptable to service provide elsewhere at CERN). This has the following benefits:
  1. Same benefits as the incident management process
  2. It provides a placeholder for all requests that are not yet covered by existing request fulfillment systems (like EDH and InforEAM).

• A single tool to be shared by all actors involved in executing the processes we are putting in place. This has the following benefits:
  1. Simplicity; users are completely isolated from the ‘who’ and ‘how’; coherent user interface, coherent behavior.
  2. Steep learning curve (only need to learn one tool).
  3. Agility; actors can move from one service to another without retraining on tools.
  4. Trivial passing on of tickets between actors, allowing seamless collaboration across group and departmental boundaries, resulting in transparency.
  5. Efficiency, no need to build multiple interfaces to glue multiple tools together.

• A unique Web based service portal covering the entire scope of the services provided by IT and GS that will:
  1. expose the services and allow
  2. reporting of incidents, and
  3. posting of request

  This has the following benefits:

  1. Simplicity for users: one central place, instead of multiple difficult to find pages with different behaviors.
  2. Guaranteed up to date information, because fed from central repository.

• A single entry point (Service Desk) that will take calls and provide support covering the entire scope of the services provided by IT and GS, with potential to cover a wider scope in future: This has the following benefits:
  1. One number to call, one place to go, one web form to fill out
  2. Easy natural knowledge sharing between agents
  3. Higher motivation of agents due to varied and widened scope
  4. Synergies; compared to the old scheme with multiple dedicated help desks, a single central service desks provides improved customer service through
     • Wider scope
     • Wider coverage over time (e.g.. telephone operator 24/7)
     • Redundancy and resiliance, backup to cover absences
     • Load balancing possible (if certain service areas are in high demand)

• A management dashboard with performance indicators on service operation: This has the following benefits:
  1. KPI’s based on common definitions for all services
  2. Benchmarking within the organization and with the outside
  3. Objective input for capacity management and other strategic processes (like financial management).