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SERVICE MANAGEMENT AND SUPPORT (SCE-SMS)

SCE-SMS Mandate

  • The Service Management and Support (SCE-SMS) Group is responsible for the clear and coherent implementation of service management across the Department.
  • It shall strive to excellence in service management, through coordinated adoption of best practice standards. 
  • In collaboration with the IT Department, SCE-SMS develops, maintains and supports 'ServiceNow', CERN's portal for service management processes and support services. 
  • SMS has responsibility for the overall service quality: monitoring service delivery and coordinating service restore efforts. 
  • The SMS group is owner of all service management processes.

SCE-SMS STRUCTURE

 

Group leader Gyorgy BALAZS
Deputy group leader Isabel FERNANDEZ GONZALEZ

 

SCE-SMS Competency Units

 

SMS competencies