LONDON ‑ March 22, 2011 ‑ ServiceNow today announced CERN is
using SaaS from ServiceNow to deliver evolved, people‑centric service
management across campus operations. The decision to use ServiceNow is
based on an ever‑increasing number of CERN users and facilities, and a
doubling of service requests during the last decade. In addition, CERN
is tasked with managing the extensive and matchless infrastructure
built to support the massive 15 petabytes of data generated annually
by the Large Hadron Collider.
Founded in 1954, CERN is one of the world's most respected centres
for scientific research. Its business is fundamental physics,
discovering what the Universe is made of and how it works. At CERN,
the world's largest and most complex scientific instruments are used
to study the basic constituents of matter ‑ the fundamental particles.
By studying what happens when these particles collide, physicists
learn about the laws of nature.
CERN is known as the
birthplace of the Web and is home to 2,300 staff members, playing host
to more than 10,000 visiting scientists from more than 100
nationalities. A significant increase in CERN visiting scientists
compelled CERN to revisit its approach to service management with a
renewed focus on superior service delivery for organizational, IT and
Chris Gomersall, ServiceNow VP of EMEA, said, "As the people of
CERN work to determine the origins of the Universe, CERN is working
behind the scenes to deliver better business services to a small city
of some of the most clever and exacting physicists and scientists in
the world. This people‑first approach to IT‑based service management
support is what we call IT 3.0. CERN engaged Service‑now.com partner
Aspediens to apply its process expertise to an efficient utilization
of SaaS from ServiceNow to support the delivery of first‑class service
to its users in a very complex environment."
After a rigorous review of numerous IT‑based service management
support (ITSM) solutions, CERN selected the ServiceNow SaaS platform
due to its scalability and flexibility. CERN implemented a new web
portal for service requests as integral parts of a business, end user
and global service catalogue approach.
After the first phase of the implementation, CERN employees and
visiting scientists across its vast, city‑like campus now use
ServiceNow to request business, IT and facilities services for:
- Office and laboratory infrastructure in 657 buildings and 238
- Access and safety, including medical services and
the fire brigade, consisting of up to 15,000 active access
- Computing centre infrastructure consisting of 7,000
computers, 6,900 servers with 41,000 cores, 14 PB of disk space, and
70,000 network ports that feed 34,000 hosts across CERN.
"It was important for us to gain strong internal sponsorship
for the project, by ServiceNow demonstrating its capability before we
rolled it out," said Reinoud Martens, CERN service manager.
"We needed a service management solution that could be driven by
the business service catalogue and meet our extensive incident
management and request fulfillment requirements."
Following its initial success, CERN may deploy ServiceNow to support
additional business services such as HR, finance and procurement. This
year, CERN set aggressive goals to further improve and streamline the
processes to deliver optimum services to the users.
"In order for our users to do their jobs effectively they must
be supported by a great service organization that provides simple,
robust, powerful, people‑friendly processes and tools," added
Martens. "ServiceNow will be instrumental in automating our
service architecture and ultimately helping our physicists focus on
their jobs. We look forward to bringing additional departments and
business services on board as well."
The ServiceNow modern approach to ITSM
is drastically different from legacy alternatives. To learn more, join
ServiceNow customers, employees and partners in San Diego this May at
the ServiceNow user conference, Knowledge11. Alternatively, a live,
no‑registration‑required instance of Service‑now.com is always
available at http://demo.servicenow.com.
Pervasive and familiar technology, evolved processes, cloud
services and social IT are combining to help IT focus on the
business and its people. ServiceNow is built to help customers
transform IT and realize the benefits of IT 3.0. ServiceNow SaaS for
management is best known for being software that just works.
Founded in 2004, ServiceNow is using a new business model and modern
technology to become the largest and fastest‑growing IT management
software company on the 2010 Inc. 500 list. For more information,
please visit http://www.service‑now.com/ or http://blog.service‑now.com.