Two Years After the Big Bang; Our Service Management Universe Is Still Expanding

Reinoud Martens,

Room : Starvine 10 and 11

Subject : Implementation

Breakout : New to ServiceNow

CERN, the Geneva, Switzerland-based international organization operating the world's largest and most complex scientific instruments to study the basic constituents of matter, went live on 15th of February, 2010 with a single service desk and a ServiceNow-based service management system with a scope covering infrastructure (far beyond IT) and administration. In this presentation, attendees will learn how CERN is consolidating and growing its system covering more and more processes and services, and raising its maturity in service management. CERN will share its practical experience of implementing culture-changing processes and tools in an international organization with over 50 years of history. Looking back at its 2 year journey, CERN will cover lessons learned and share its plans for the future. Attendees will also receive an update on the evolution of the organization's award-winning service portal.