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ITIL, Facilities Management, and the Universe: It Just Makes Sense!

CERNCERN is the playground where physicists are actively working to uncover all the secrets of the universe, and would you believe that the place runs on ITIL? Cliff Saran has the scoop on it for ComputerWeekly. Service manager Reinoud Martins does not just employ IT service management (ITSM) for IT at CERN; he has also introduced it into all aspects of facilities management. Service management best practices have been applied to waste, fire brigade, transport, and green space management among others. By using the SaaS ServiceNow to implement a help desk portal, CERN now has single point contact for a service catalogue ranging 300 items. Not everyone involved is quite up to speed with the unified process yet, as defining service owner roles is challenging and people will require coaching and training. Nonetheless, CERN is now operating under ITIL v3 best practices to seemingly great effect. ITIL has plenty of detractors, but if it works for quantum physicists, it can probably work for you too if the situation is right.


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