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Session Code: CSS0171
Presenter(s): Eric
Company(s): CERN
Abstract:
Understand how CERN has taken the ITSM framework far beyond its roots in IT over the last 10 years and how ITIL processes were implemented.
This journey has taken the organization to a position where ServiceNow covers nearly all internal services provided to its users with a scope ranging from the classical IT infrastructure to facilities, safety, security, logistics, finance, and human resources.
How did CERN adapt ServiceNow to fit the needs of more than 15 000 person while reducing cost? This session will also address CERN’s user-centric strategy and focus on the value that has been created by giving the end user an effective, pleasant and efficient experience.
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