Case Study: At CERN, Half Of The World's Particle Physicists Experience Service Management

As CERN, the European Organization for Nuclear Research, expanded its international collaboration, its general services and IT teams needed to change the way they supported CERN scientists and engineers inside and outside of the organization. From CERN's start, multiple support groups had been created that operated as independent silos. But this model created confusion and inefficiencies in managing, tracking, and resolving various issues of the physics community. In 2010, the general services and IT teams realized how inefficient such a service support model was and created a global service management team to streamline and improve customer support. Now, service support is consistently delivered from one place, which will ultimately reduce cost while improving customer satisfaction.