SERVICE MANAGEMENT AND SUPPORT (SCE-SMS)
- 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.