IT-CF Roles and Activities

2. IT-CF Roles and Activities

3. CF Mandate and Structure • CF Mandate: To manage and operate the CERN Data Centres and associated Computing Facilities. This includes procurement of servers and their administration, DC operational tasks and service management. • Facility, Planning and Procurement (FPP) led by OlofBärring • Procurement of equipment for the Computer Centre and associated Computing Facilities, including the related validation activities, as well as planning the needs of procurement and retirements. Maintain an up-to-date hardware inventory for equipment installed in the centralized computing facility. • Technology Competence Centre - Also involved with CERN INTEL, IDT and Huawei openlab, members of the section evaluate and integrate cutting-edge IT technologies or services in partnership with TechLab. • System Administration and Operation (SAO) led by Vincent Doré • System administration and Operations of the CERN main Data Centre and associated Computing Facilities, including: • Installation, retirements and 24/24 support for the equipment in the computing rooms. • Design, monitoring and optimisation of the computing rooms. • Service Management (SM) led by Mats Moller • Provision of Service Management support for the IT department as well as the maintenance of the CERN SNOW implementation and associated support and development. Running of the IT 2ndline support contract.

4. CF Management Mug shots Wayne SALTER Vincent DORÉ Mats MOLLER Olof BÄRRING

5. Group Level Stratgy • Continue to optimise all aspects of Data Centre operations and procurement to providing the necessary capacity. In the process improving overall energy efficiency not only of the DC infrastructure but also the IT capacity. • Try to work more closely with the experiments and BE/CO as far as possible to optimise DC Operations CERN-wide. • This will be inevitable if the Prévessin DC project goes ahead as foreseen. • Continue to provide excellent SM support to the department and SNOW support CERN-wide with the current level of resources. • Continue to push for full IT Business Continuity benefitting from our 2nd DC in Budapest.

6. Specific Roles Held by People in CF • CERN-wide: • Representatives in the CERN Energy Management Panel, Technical Infrastructure Operations Committee (TIOC), the Enterprise Risk Management Advisory Committee (ERMAC) and the CERN Mobility Working Group • Departmental: • Territorial Safety Officer (TSO) for B513, B613 and B49 • Chairman of C5 • Departmental Safety Officer (DSO) • Departmental Space Manager (DSM)

7. Service Management section The people Catherine Nicole David Mats Hector

8. Service Management section: Introduction • Service Desk, Service Portal and ServiceNow were used by 17000 CERN users and 1400 CERN supporters last year. • Service Management tools and methods are used CERN-wide. • Our section IT-CF-SM provides: • Service Management support for the IT, EP and TH departments. • The ServiceNow service: • System used by the Service Desk and CERN supporters.The CERN Service Portal and the Service Status Board (SSB) run on top of the ServiceNow platform. • The ServiceNow developers team provides associated implementation, support and development. • Close collaboration with SMB-SMS group

9. Service Management section: Activities 1/3 Operational activities: • Ensure optimum quality and response time, and continuous improvement of: • Service Desk : 6 contractors • IT 2nd line: 17 contractors • Train, coach and meet with the Service Desk and IT 2nd line about new IT technologies, in collaboration with IT Service Managers. • IT Tickets feedbacks monitoring and follow-up • Part of the Service Manager on Duty team • IT SSB postings moderation and NICE Alerts handling

10. Service Management section: Activities 2/3 Non operational activities: • Contract Management: CERN Desktop Computing Support and ServiceNow contracts • Maintenance and support of Service Catalogue • Process ownership, management, counselling • Documentation and communication: • “What's new with ServiceNow?” 1500 recipients, every 2 weeks • Moderation of the Knowledge Base: 2800 articles • KB Articles: information for users, supporter procedures • Chairing the C5 meeting

11. Service Management section: Activities 3/3 Technical activities: • Technical responsibility for the ServiceNow platform. Performance, availability, reliability, security, upgrades,data centre monitoring, integration support… • Development and maintenance of: • CERN ServiceNow implementation “SNow” • CERN Service Portal • SSB, Service Availability dashboards • On-demand development of customized web forms, so-called “Record Producers” • Coordination of IT+SMB ServiceNow developers team

12. Service Management section Service Management activities and tools are CERN-wide 17000 end users(with at least 1 ticket in last year) 24000 ticketscreated per month Tickets by type

13. Service Management section Service Management and its technical tools are CERN-wide Services andFunctional Elements (support teams) 1400 CERN supporters

14. https://cern.ch/service-portal 12 000 unique users per month 400 000 viewsper month

15. https://cern.ch/ssb 150 postings per month

16. https://cern.ch/service-availability

18. https://cern.ch/snow

19. Service Management section: Conclusion • Our goal: serving end users in an optimum way to make them efficient and happy, through: • Providing one stop-access to CERN services:Service Desk, Service Portal, Service Catalogue, ServiceNow • Streamlining and continuously improving the whole support chain, from the Service Desk to the experts • Improving communication between endusers, supporters and service managers • We count on you to help us improve