Services

Within the scope of Service Management for CERN all services are allocated to different categories according to target group and perspective. This distinction between Customer Services, Service Elements and Functional Elements is reflected in the CERN Service Catalogue (CSC). A definition and description of the individual terms and concepts is provided in the paragraphs below:

Customer Services

The term “Customer Services” refers to a grouping of Service Elements under a common heading aimed at describing service functionality from a customer point of view. Each Customer Service is made up of one or more Service Elements, each of which provides a specific segment of overall service functionality. Customer services are grouped into Service Areas.

Service Elements

Service Elements comprise the individual Services users can request via the Service Catalogue tool. Service Element names should reflect the functionality that can be expected from service provision. Each Service Element is grouped under an overall Customer Service. Service targets and other service quality parameters (service hours, support hours, scope, etc..) are defined on the level of a Service Element.

Functional Elements

All Service Elements are based on one or more Functional Elements. These comprise the various “technical services” provided by the different Groups and Sections. In the Service Catalogue the relation between Service and Functional Elements is classified based on the relative importance of the Functional Elements in accordance with the following designation. The identification and selection of the correct functional element is required for priority definition and dispatching; if no specific workgroup can be identified the ticket is automatically dispatched to the workgroup associated with the A(+) functional element.

• A = Essential relation; failure of this element will render the service unavailable. If a Service comprises more than one Essential (A) functional element one of these elements is marked with a plus sign (A+).
• B = Important; failure of this element will have an impact on service functionality and may impair availability
• C = Necessary; the element delivers input or support; failure of this element affects neither availability nor functionality directly
• X = relations which are not process-relevant, i.e. for which no specific assignment is necessary within the Service Management Tool

Service Catalogue

The CERN Service Catalogue provides an overview of all Services offered to end users and customers. Information provided for end users includes definitions for Customer Services and Service Elements as well as information related to ordering procedures, limitations, service and support hours, contact information etc.