The Information Technology department at CERN has been using ITIL Service Management methodologies [1] and ServiceNow since early 2011. In recent years, several developments have been accomplished regarding the data centre and service monitoring, as well as service status reporting. The CERN Service Portal, built on top of ServiceNow, hosts the CERN Service Status Board, which informs end users and supporters of ongoing service incidents, planned interventions and service changes. The Service Portal also includes the Service Availability Dashboard, which displays the technical status of CERN computing services. Finally, ServiceNow has been integrated with the data centre monitoring infrastructure, via GNI (General Notification Infrastructure) in order to implement event management and generate incidents from hardware, network, operating system and application alarms. We detail how these developments have been implemented, and how they help supporters monitor and solve issues and keep users informed of service status. Also, we highlight which lessons have been learnt after the implementation. Finally, possible future improvements are discussed.

CERN has been using ITIL Service Management methodologies and ServiceNow since early 2011. Initially a joint project between just the Information Technology and the General Services Departments, now most of CERN is using this common methodology and tool, and all departments are represented totally or partially in the CERN Service Catalogue. We introduce a summary of the current situation of Service Management at CERN, as well as its recent evolution. We discuss service onboarding, user experience, and tool configuration, outlining the challenges faced, solutions adopted and some important lessons learnt. Some of the most important points relate to CERN’s common process and service catalogue, which have enabled scalability; hiding complexity from users in order to improve user experience; and the good practices to configure CERN’s Service Management application which have been learnt in the 8 years of the project. Finally, we present ongoing and future work, such as the upgrade of the CERN Service Portal and bringing even more new services board.