Scope:

Service Management System: Covers the operation, and development of the tool used to support service management at CERN (ServiceNow), assuring alignment with good practice and coherent implementation accross the board.

Operations: Covers the monitoring and control of

• Dayly activites in the service desk,
• |Information provided to the community on service interruptions, and changes,
• Relations with the supplier of first and second line support activities (Serco at this point), and
• Relations with the end users and customers, in case of complaints, escalation of tickets, negative feedback.

Supporter Relations and Coaching: Covers the support to the people providing services at CERN. This involved

• Configuration of the system so that optimum use is made of all systems to support the business processes for particular services.
• Development of forms to improve the quality and completeness of request and incident tickets to streamline the process.
• Training and coaching to raise the maturity level of services in terms of ISO20k good practice.
• Maintaining the service descriptions in the service catalog.
• Monitoring, contributing and promoting the use of the knowledge management process.
• Promotion of the framework to services that could benefit of it.
• Reporting to management and other stakeholders to allow feedback to trigger a continuous improvement process.
• Provision of tools to facilitate collaboration and communication between service providers (e.g. weekly standup meetings, status boards etc..).

Meetings:

• CAB (Change Advisory Board).
  • Frequency/Duration: once a week / one hour.
  • Purpose: review, accept, reject and prioritize all change requests to assure the system evolves aligned with good practice and in a coherent maintainable form.
  • Presence: Systems Architect, representation from GS and IT management team, lead developer(s) from development team.
• Steering Meeting.
  • Frequency/Duration: once a week / one hour.
  • Purpose: decides on more strategic priorities and discussion of observations 'from the field'.
  • Presence: management team, and representatives from service areas (admin, facilities, IT and physics).
• Developers Technical Meeting
  • Frequency/Duration: once a week / one hour.
  • Purpose: dispatching of tasks for the week among development team.
  • Presence: development team.
• Developers Coordination Meeting
  • Frequency/Duration: once a week / one hour.
  • Purpose: review the past week and setting priorities for the next week.
  • Presence: development team and system architect.
• Service Desk Meeting
  • Frequency/Duration: once a week / one hour.
  • Purpose: review performance, and announce and discuss service changes.
  • Presence: Service Desk Manager(s) and Service Desk Contractor Representative.
• Contract Operational Meeting
  • Frequency/Duration: once a week / one hour.
  • Purpose: review performance of 1st and 2nd line support activities.
  • Presence: CERN Contract Manager(s) and Contractor Representatives.