Service Management: WHAT

Service Management for CERN GS & IT

Service Management: WHAT

Our Goals:

One Service Desk for CERN (one number to ring, one place to go, 24/7 coverage)

Standard Processes for all Service Providers at CERN (one behavior)

Services defined from a User’s point of view

Services easy to find by everybody, without knowledge of CERN internal structures

Service and process quality measurable

Improved collaboration over the borders of sections, groups and even departments

Automation of all known procedures

Framework for continuous improvement in the fields of efficiency and effectiveness

Service Management: HOW

How is this project implementing Service Management?

1. Use existing best practiceWe use the ITIL V3 framework, but

1. PRAGMATIC (only take what is useful; leave the rest for later )

2. NO BUREAUCRACY

2. Use external expert help (NCC)3. Start with reduced scope

• IT and GS• 2 Processes (out of 24). Incident management

and Request Fulfilment.Then grow and improve (once we have proof it

works)

Service Management: Why, and Why now

CERN transition from construction to operation

Increasing number of users (practically doubled in last decade)

Reduced resources (Staff down with 30% in same period)

New management team arrived 2009 (changes every 5 years)

Increasing awareness of weaknesses in service structure/culture

Increasing awareness of best practice (ITIL-V3)

Window of Opportunity

Service Management: No structure No process

?

Users (Institutes Experiments)

Administrative Users

Technical Expert Users

High level experts in all areas Functional “elements” scattered around Different types of users with different interests No comprehensible communication framework No structured service offering No central contact point to find what you need

Service Management: How to put it all together ?

Service Management: Service Structure

Customer Services & Service Elements

From the user‘s point of view Different for different types of users Combination of functional elements to provide a complete functionality for users New „Service Owner“ Roles representing Services Related to users

Service Management: Functional Structure

Functional Services Nothing new Lists all technical services, activities & functions

E.g. „Mailing Infrastructure“, „Technical Network“ or „Service Desk 1st Line“

Group and Section leaders in charge of all quality and resource related topics

Related to „support groups“ – groups of experts that perform 2nd and 3rd line support

Service Management: 2 dimentaional Service Catalogue

Service Management: Portal

Service Management: Incident and Request process

Service Management: Service Desk

The Service Desk is placed at the 2nd floor of Building 55

It covers all Services mentioned in the Service Catalogue

A Service Counter for users and a SMoD for special treatment of special users is installed

The CERN Service Desk

Service Desk1st line support

Service Counter1st line support

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Support Contract Manager

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Service Management: Service Desk

Opening hours 07:30 – 18:30Building 55 second floor

Service Management: Structure & Process

Introduction of a customer service desk

Users in Projects and Experiments

Administrative Users

Expert Users

Service Web Portal

Service Desk

Process

Service Management: Service Desk Local Support

Does not have to replace local 1st line support

Offers Support for every User

Measured Quality Control

Solution, Answer or Dispatching

Integration in new Processes

Supported by new configured Tool

Service Management: Roles

Services

functions

FunctionalService Manager

Service Owner

User

Use

Service ManagerOn Duty

Assistance

Monitors

Is reponsible

Service Desk

Service Desk Manager

SupportSupervises

Customer

Represented

SupportGroups

Provides Support

Service Management: Tool Selection

40 Tools evaluated in the pre-selection phase

6 Tools evaluated in detail

2 Tools in the final competition

Tool bought

Considered: Process Requirements Measurement Requirements Technical Requirements Interface Requirements Future Use Requirements

Tool

Manufacturer

ProviderMain Category

Sub-categoryHigh-level Criteria

Weight ScoreConfigurat

ion/ programm

Additional comments

ScoreConfigurat

ion/ programm

Additional comments

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ion/ programm

Additional comments

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ion/ programm

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Individual elementsCurrent Process Requirements

35 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -

Future Use Requirements10 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -

Interface Requirements15 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -

Technical Requirements (requirements that are not applicable can be ignored)10 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -

Measurement Requirements5 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -

Reporting Requirements5 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -

Hosting schemes (no impact final score, as one or more of these schemes are always present)0 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -

Licence Model and costs (Info to be provided in cost and comments column)10 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -

General Quality Factors10 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -

100 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -

Preselection criteria % of scoreCustomer experience 20Implementation effort (feasible roll out within 4 months) 15Provider's viability and completeness of vision 15Native relevant ITIL best-practice content 10Fully Web 2.0 based (Back offi ce & Portal) 10Technology Stack Compatability 10Product Design Quality & Maturity 20

100http://www.itsmportal.com/tools?searchtext=service%20management&action=search&op=Search&form_build_id=form-963bb6a68bcce30357e7bd0ba6c94292&form_id=querytools_form

Pink Verify 2.0 toolsets (ITIL V2) yes YES YES yes YES yesPink Verify 3.0 toolsets YES 2009 release YES Remedy 7.0 YES NO yes YES 2.0 YES 9.0 YES Footprint YES YES YES SERVICE-MANAGFEMENT 7.0 YES YES YES YES YES YESPink Verify 3.1 toolsets YES Service-manager 7.1 YES SERVICE DESK 4

0.90 0.90 0.90 2.10 1.80 2.10 0.90

TopDesk Help Desk Service Desk Service Desk helpLine Service Desk Assyst 7.5

2.40 2.40 2.90 2.10 0.90 0.90 1.50 1.80 0.90 2.10 2.10 2.10 2.70 2.10 2.10 0.90

20 /20 e-Service Desk SupportDesk ITSM SMI Suite Service Management Suite ITSM Help DeskService Manager ExpertDesk Service Desk Service Manager 7 Tivoli Valuemation POB Service Management Service Desk ManagerOmnitracker Service Desk plus Easy Vista OTRS ITSM S-BPM Suite TrackIT TicketXpert Incident MonitorService Now Remedy

Future Use Requirements - Score (10% of overall score)

TOTAL SCORE

44.56

3243

3.00

4455

315

Current Process Requirements - Score (35% of overall score)

Interface Requirements - Score (15% of overall score)

Service Desk Express iET ITSM

33

333

535

533

35

33

44

244 3

4

Assyst 7.5

Axios Systems

0033 03 0 3 0 0 33 3 3 0 5 0

MSM iWise

3 3 3 0 5 35 53 4 3 33 3 0 3 33 0 3 0 3 03 0 3 0 0 03 3 0 0 033 3 3

0 33 0 0 0 0 30 3 3 3 3 35 3 0 0 0 00 04 3 3 34 2 1 3

LAN Desk helpLine EasitiNet TopDesk Nilex Naumen

Numara isonet Monitor 24 - 7 inc.

Fritz & MaciolPriox EpicorSunrise Marvel InfraWise ICCM House on the Hill WestburyHP IBM USU Wendia Cherwell CA

Service Desk helpLine Service Desk

service-now.com BMC BMC iET Solutions Omninet Manage Engine Staff & Line

Service Management Suite ITSM Help Desk TopDesk Help Desk Service Desk20 /20 MSM iWise e-Service Desk SupportDesk ITSM SMI SuiteService Manager 7 Tivoli Valuemation POB Service Management Service Desk ManagerTicketXpert Incident Monitor Service Manager ExpertDesk

Dow

nselect

Service Desk

Livetime Mansystems

Matrix 42

OTRS ITSM S-BPM Suite TrackITService Now Remedy Service Desk Express iET ITSM Omnitracker Service Desk plus Easy Vista

jcom1

Aspediens IT Concepts IT Concepts Fritz & Maciol

OTRS Frontrange

Legend:"Score": Rating from 0 (feature not available, not programmable) to 5 (full functionality provided out of the box, no extra effort required)."Configuration/programming effort": Optional field for defining customization/programming effort. Values entered here will be used mainly for detailed distinction in case of undecision."Additional comments": Optional field for additional helpful comments aimed at progressing tool selection.Overall score is determined by multiplying Weight and out-of-the-box rating; a 0 rating for a "Must-have" feature leads to automatic failure.Definition of Weight values : 5=must have, 3=should have, 1=nice to haveScore values: 5 = Out of the box, 4 = customisation/configuration, 3= scripting, 2=minor programming, 1=application programming 0=not possible, Effort in mandays

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Technical Requirements (requirements that are not applicable can be ignored) - Score (10% of overall score)

Measurement Requirements - Score (5% of overall score)

Reporting Requirements - Score (5% of overall score)

Hosting schemes (no impact final score, as one or more of these schemes are always present) - Score (0% of overall score)

Licence Model and costs (Info to be provided in cost and comments column) - Score (10% of overall score)

General Quality Factors - Score (10% of overall score)

3.953.4042454554

4.10 2.00

3334

3.90

1533

3.40

5 35 05 35 13 0

1.80 2.57 2.70 3.50 3.65 3.60 3.00

3 3 3 5 4 5 30

5

TOTAL SCORE33 3 3 3

1 0 0 3 5 5 33 3 4

• Functional Coverage

• Architecture• Flexibility• 100% Web

Based• SAAS

Service Management: Tool = SERVICE-NOW.COM

Service Management: Integration

Service-Now is a Service Management toolset

It is NOT a replacement for: EDH, D7i , EDMS, GGUS, LANDB, or any other CERN used tool that is there for an other

specific need.

Interfacing will be provided with those tools, for examples: EDH will be used to manage all that is already in there AIS-Roles to manage privileges in the tool Interfaces to GGUS and D7i to create tickets in/from these

Existing EMAIL feeds that now go to Remedy will be routed to Service-Now Remedy PRMS will be phased out

Service Management: Concluding remarks

CERN in the LHC era:

Service Management project is well underway with the basic infrastructure soon in place.

Good interdepartmental collaboration GS and IT with HR and FP coming on-line.

Users expect solutions – not to be confronted with possible internal details.

Project is a major objective of the management of CERN to ensure that the different communities at CERN get the best service possible within the resource constraints of today and tomorrow.

LIVE DEMO

Live instance of the CERN Service-Now system Running in Geneva accessed over the web. Demo on the TRANING version of the tool / production version 1th of February

Configuration allows to impersonate users

Will show examples of: Service catalogue Incident management Request fulfillment

Will show the new public Service portal Navigation Create an incident from here

Please visit our websitehttps://cern.ch/services

Questions?

Mats MollerReinoud MartensOlaf van der Vossen

Service Management: WHAT

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