Experience with new Service M anagement at CERN

1. Experience with new Service Management at CERN Hepix 2012 Conference Prague, 23-27 April 2012 Patricia Méndez Lorenzo, Mats Moller On behalf of the (IT&GS) Service Management team

2. Outlook Introduction Fundamental Elements: Presentation and Status Evolution of the Project and Next Steps Summary and Conclusions Service Management at CERN

3. The Project: Why and How? Why a Service Management Project? Service Management Project is here to provide a homogeneous service infrastructure able to escalate and cope with the organization needs How to do it? • Lack of a global, homogeneous, and efficient service organization for all services provided to the users • Inefficient from the user’s perspective • Difficulties to find knowledge and expertise • Inability to perform accurate quality measures • Lack of collaboration among groups or even departments • Involving IT & GS Services • Implementing best practises ITIL (V3) • With external consultancy help • Global and unique entry points for users • Service Desk • CERN Service Portal • Commercial software infrastructure (Service-Now) chosen among more than 40 products • Progressive adaptation to the organization needs Service Management at CERN

4. Introduction Fundamental Elements: Presentation and Status Evolution of the Project and Next Steps Summary and Conclusions Service Management at CERN

5. The CERN Service Catalogue User perspective Service Element WHAT Function perspective Functional Element Level of importance included HOW Service Management at CERN • Single source of consistent information on all operational services • Input information for crucial service management purposes such as service continuity planning or service level management • Information available from both the tool and the CERN Service portal • Specification on support groups (2nd, 3rd and eventually Out-of-Working-Hours) defined per Functional Element

6. The CERN Service Desk • General infrastructure: • 1st level support for IT and GS services • Open from 7:30 to 18:30 • Guided by CERN personnel • CERN Service Desk access: Phone, walk-in, email, tool and portal • Evolution of the CERN Service Desk • First months of the project: • Knowledge of the Service Catalogue, organizational procedures and correct dispatch of tickets were crucial tasks • Currently: • Closer collaboration with 2nd and 3rd Levels of Support • Follow up of the tickets quality on a weekly base • Identification of areas where CERN Service Desk can be autonomous to increase their target resolution • Fostering Service-Now Knowledge facility • Close follow up of the signed service level agreement Service Management at CERN

7. The Processes Two available processes for end-users: Incident Management and Request Fulfillment • Access to both processes from the tool (supporters access), portal (specific forms called Record Producers), e-mail • Use of the portal is highly encouraged from the project • Implementation with other user ticketing systems: • GGUS available since Feb 2011 • Creation of Incidents only • Possibility to create Requests under investigation • Minor improvements ongoing (e.g., automatic Service Element assignment) Service Management at CERN

8. The Processes (II) Further improvements for both processes ongoing Some examples: • Urgency/Impact structure under revision • More intuitive approach • Improvements needed before the set up of the Service Level Management processes • Too many “major incidents” • Notification improvements ongoing • EDH interface for approvals (for Requests) • Implementation of user’s feedback for any active ticket Service Management at CERN

9. User’s feedback User’s feedback crucial for the processes layout/ergonomic improvement Some examples: • Different levels on ticket visibility (requested from experiments) foreseen • Facility already developed, deployment still pending • Watch list management • Watch list members can be managed by the caller or the supporters • Population of the watch list through forms available • Closure of tickets by callers • “Cancel Incident” and “Cancel Requests” buttons available to the caller just after ticket submission and valid during the entire ticket life Service Management at CERN

10. The Knowledge base What is the Knowledge base? Improvements for 2012 • Collection of tips, tricks, FAQs and recipes • Currently 1070 published articles • Available for both supporters and end-users • Creation restricted to supporters role though • Available implementation based on the Out-of-the-Box infrastructure provided by Service-Now and modified/adapted to fit our needs • Quality ensured by Functional Element managers (owners) and layout review • Different grades of visibility for published articles • User’s feedback available • Set of improvements requested by users in the pipe-line • Creation of knowledge from tickets Service Management at CERN

11. The CERN Service Portal User profile Catalogue RP • Single entry point for end-users to the Service infrastructure including: Catalogue, tickets, record producers and knowledge • Highly improved search mechanism • Customizable view Service Management at CERN

12. Service-Now: Monitoring infrastructure • Tool presented in detail by Z. Toteva in Hepix 2011 Reporting infrastructure provided by Service-Now: • Out-of-the-box infrastructure has shown important limitations for our goals • Operational reports • Good structure provided by the tool • Possibility to share reports by scheduling or publishing • Management reports • Inflexible structure in terms of trends, averages; predefinitions of the needs required • Data cannot be retroactively reported • Two areas under investigation: • New module on service-Now: Advanced reports • Algorithms with data available • Export the data to an external DB and application of further monitoring methods Service Management at CERN

13. Introduction Fundamental Elements: Presentation and Status Evolution of the Project and Next Steps Summary and Conclusions Service Management at CERN

14. Evolution of the Project • Phase 1 • From 15th Sep 2010 to 1st May 2011, went live 15thFeb 2011 • Primary structures setup, experience gain, quite continuous releases • Most of the experiment feedback was collected in this phase • Consolidation Phase • From 1st May2011 until 1st September 2011 • Review of code, debugging and document for end-users and supporters • Set-up of change management • Phase 2 • Current phase • Project operational and management structures setup Service Management at CERN

15. External Advisory Review • External project assessment by Colin Rudd in November 2011 • Key persons from IT, GS and experiments contacted • Final document provided in November 2011 and presented to Service Owners in March 2012 • Project strategy redesigned based on Colin’s recommendations already in place Service Management at CERN

16. Project Plans for 2012-2013 More than 130 tasks in place 2012-2013 roadmap has been established with 5 major areas: • Structures: • Risk management, monitoring, security, approvals • Scope: • Extension of the project to other departments • ITIL Processes: • Consolidation of current processes and inclusion of new ones based on the project progression needs: Problem Mgt, Change Mgt, Event Mgt. • Functions and functionalities: • Continuous plan for 1stlevel, improvements for the portal • Organizatorial structures: • Communication, training, documentation Service Management at CERN

17. Example: Service Level Management • New Service Level Agreement (SLA) structure will be presented to Service Owners • More flexible priorities infrastructure based on different sets • Notification structure based on individual Service Elements • Current urgency/priority matrix under review • Service Element declaration and Functional Element Service Element relation will be mandatory • Urgency becomes a free parameter • Major incidents will be defined by supporters • Reporting infrastructure for supporters, Functional Element managers and Service Element owners presented simultaneously • Possibility to expand the SLA to Requests under investigation • In addition improvements on the catalogue view and structure foreseen with major priority Service Management at CERN

18. Summary and Conclusions • Mission of the Service Management project is to introduce, operate and improve the service infrastructure provided to the end-users at CERN • Successful first year of operation with lots improvements based on user’s and supporter’s feedback • Continuous improvement approach also inside the project • Areas to develop/improve in the following months: • Reporting is one of the key parts • Service Level Management infrastructure will be presented to the Service Owners together with further facilities • Identification of critical services and risk management infrastructure Your feedback is fundamental to ensure a continuous improvement approach Service Management at CERN

19. The Project in Statistics Service Management at CERN More than 100K tickets created for IT and GS services since the start up of the project