1. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t Service Management Project Status June 2010 Mats Moller IT-DI-SM

2. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t The vision One Service Desk (one number, one place) One Service Portal One set of common Processes (to operate, manage and measure) One Service Management Tool Users not exposed to –HOW things are done, nor WHO is responsible Will allow –Optimisation of resource usage –Continuous Improvement process Based on a foundation of standard best practices

3. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT and GS Catalogues merged –77 Customer Services –182 Service Elements –356 Functional Services Service Owners –Nominations by IT groups before end May –Coaching in June –We need your help with all Service Definitions –Identify and inform Customers SC Management tool –Provided by GS-AIS –Version 1 now stable and in use Service Catalogue

4. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t Service Portal –Going slower than expected, we are struggling –Now becoming critical –Started with Sharepoint 2007, just moved to 2010 –Getting help from IT-OIS (Sharepoint), DG-CO (usability, corporate look and feel) –Putting in more resources Service Catalogue

5. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t Service Catalogue

6. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t Technical requirements collected, around 300 criteria Price inquiry – technical inquiry ? Pre-selection of 8 out of around 40 –Purely technical, based on input from various sources Supplier presentations, Gartner, Forrester, Contacts, Consultant, Tools Conference, etc –Tool 1, Tool 2, Tool 3, Tool 4, Tool 5, Tool 6, Tool 7, Tool 8 Questionnaire gone out, answers collected and compiled Service Management Tool

7. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t Service Management Tool

8. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t The two main competitors invited to CERN for full-day session implementing our predefined scenarios (UDS, CF involved) In parallel; reference visits all four Based on outcome FP will make price inquiry in June Purchase and installation in July Configuration and parameterization to start in August Service Management Tool

9. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t Main requirements –One phone number (no robot: press 1 for IT, etc) –24/7 coverage (someone will take the call) –One location close to entrance including Service Counter Service Desk

10. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t Service Desk Architecture and roles SDM - Continuously monitoring service desk operation SMOD - A ‘face’ that is available during working hours to assist and help users in particular situations, or to arbitrate and help resolve complex problems 1st line support - No deep knowledge of any of the service areas (knows a lot about little), but have a wide scope (knows a little about a lot) 2nd line support - Has deep knowledge of specific domains

11. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t Service Desk Costs and contract –IT Serco contract with value of 3.2 Million EUR for 3 years, of which ca 25% (or 275k EUR per year) is dedicated to 1st line support. Corresponds to ca 3/4 people. 1.Assuming the extended scope will result in doubling the volume compared to what the IT helpdesk currently handles (an extreme assumption, but as the current scope of the IT helpdesk excludes a significant part of IT services maybe not completely unrealistic); 2.Considering that the current 1st line support in IT is ‘specialized’ and in the new scheme we only demand ‘general’ knowledge (tickets will be handled in less time) resulting in 15% saving; 3.Assuming new processes and tools will result in 10% savings (users will find solutions themselves out of the knowledge base, the process will be much ‘smoother’). 4.Assuming the service counter (which is a new service that increases the scope), would not result in a workload exceeding what can be handled by 1 FTE on average Contributions of the above factors on a yearly basis ca: 1) 275k EUR; 2) - 90k EUR; 3) -60k EUR; 4) 80k EUR resulting in 200k EUR per year extra compared to current situation. –We can thus reasonably estimate that the contract envelope will not need to increase with more than 20% in this scenario.

12. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t Service Desk Location –Vision: Put all 1st line user facing services (including the cards service, film badge service, users office, etc..) in one location –Most logical is the reception area around building 33 –But would imply significant changes involving HR and PH departments –Without compromising on the vision an intermediate compromise would be to consolidate visitor services in building 33, and services for users with some form of contractual relationship with CERN to the building 55 area.

13. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t Service Desk Different scenarios being investigated with GS-SEM Building 55

14. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t Service Desk Building 120

15. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t Roadmap

16. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t Grow scope to cover FP, HR, PH, BE, TE,… Support more processes –Service Level Management –Problem Management –Change Management –……… Continuously IMPROVE the services What’s next ?

17. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t Implement measures, KPI’s, Dashboards Perform regular reviews –Between Service Owners, Customers, Users, Functional Service Managers –Annual service review meetings? What’s next ? PlanDoCheckAct

18. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t Communication –Awareness sessions with many bodies and people at CERN; Users’ Office, FP, HR, BE, CCC, PH, TE, DG (Tsesmelis), The Nine, etc –HEP institutes FNAL and KIT Outreach

19. CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t Staffing of Project Office –Currently 3 FTEs 2 GS (RM), (OV) 1 IT (MM) –One additional FTE from IT would help a lot –Many IT people have followed the ITIL course and are keen to get hands-on –Any group having a person that could be detached for a couple of months? –All serious proposals will be considered with highest gratitude! Service Management Project