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.
