Our vision:

• Improve the 'user experience' for service delivery at CERN (put the user at the center) through
  • Simple, coherent, tracable standardized processes for request fulfilment and incident management  (and more in future)
  • Hiding the internal organization details from the users, and let them focus on the what they want to achieve
• Improve the efficiency and effectiveness of CERN as a service organization by
  • Introducing a new "customer service perspective" on CERN. All services will have documented scope, and service quality parameters (when is the service available, when is support available, what are the targets for responding to an incident, what are the targets for service availability, etc..) in the [[CERN Service Catalogue]]
  • Enabling seamless collaboration across group and departmental boundaries, using a single tool and process.
  • Creation of a '[[service owner]]' role to these customer services. Service owners are accountable for the service quality.
  • Measuring the service delivery indicators, enabling the establishment of a baseline for discussion on changes, and starting a continuous improvement process.