CERN Service Management Forum

The CERN Service Management Forum (CSMF): A structured framework for accessible and effective CERN services

The CERN Service Management Forum is a community-driven forum where the CERN services community exchanges experiences and use cases to continuously improve service delivery and support. The forum is animated by the Service Management support team , part of CERN’s Organisational Support and Improvement (OSI) Department .

The forum is anchored in CERN’s Service Management Framework, whose objective is to provide a modern, structured approach to Service Management and to ensure easy and transparent access to CERN services for the whole community.

Within this framework, the Service Management team supports services through:

• Service process consultancy, helping streamline service processes based on recognised best practices, independently of IT platforms
• An integrated Service Management platform (ServiceNow), enabling coherent service delivery and data-driven decision making, including structured handling of requests and incidents, KPI reporting, Knowledge Base, and response time management

Through regular exchanges between supporters, functional managers, service owners and editors , the forum contributes to a culture of continuous improvement across the Organisation, helping services evolve in a more user-oriented, effective, and efficient way.

Objective
To increase CERN services’ engagement in becoming more user-oriented, effective, and efficient, in line with recognised standards and industry best practices. This forum is an opportunity to:

• Disseminate Service Management best practices through selected use cases presented by users from different CERN sectors
• Present recent and upcoming functionalities implemented in the Service Management platform (ServiceNow)
• Help the Service Management team better understand community needs and align future developments accordingly

The forum also offers a space to exchange on the role of the CERN Community Support Centres (CCSCs) , which support the community on a wide range of topics, from arrival to departure, through on-site and human support operated by the Service Desk and IT-SOS teams.

Practical information about attendance, frequency, format of the forum, and how to contact the Service Management team is available in the CERN Service Management Forum article .

Equip CERN for future challenges through increased efficiency, openness and sustainability.