Building on the success of the first CERN Service Management Forum, the CERN Service Management support team (CSM team) is happy to invite all of you with a role in CERN Service Management tool (ServiceNow) to the 2nd virtual Forum that will take place on Thursday 20 October at 10:30. The Forum is an opportunity to exchange and share experiences and use-cases in the CERN services community.

In the first edition, the CSM team presented the new ticket visibility levels, and shared use case and hands-on practicing. , In this second Forum Gabriele Thiede will present data protection requirements for Services and Support management at CERN, and highlight key aspects that need to be considered when working with the ODP. The CSM team will also introduce the data retention implementation in the ServiceNow tool, as well as outline future plans.

Eric van Uytvinck, from EN-EL (Electrical and Fibre Optics Services), will share the key takeaways of the section’s integration experience with Service Now. Since tickets were introduced to follow work requests regarding the powering of new installations, installing racks, cables or optical fibres in 2016, more than 5000 work requests have been processed.

For further details, please see the agenda in the Indico event: 2nd CERN Service Management Forum / 2e Forum "CERN Service Management" (October 20, 2022) · Indico.