Case Study: CERN achieves unified IT and business service management with ServiceNow

CERN Extends Use of ServiceNow Platform for Processing Business Services

CERN, the European laboratory for particle physics, needed to bring order to a fragmented internal service landscape: tertiary services such as facilities, finance, HR, mobility and safety were handled in silos with inconsistent processes and limited quality visibility. The challenge was to catalogue and systematically organise hundreds of business services, integrate legacy department systems, and define ways to measure service quality comparable to IT.

CERN implemented ServiceNow Facilities Management and IT Service Management with a central portal and a business service catalogue (350+ services, 500+ forms), routing workflows and integrating external contractors. The platform now processes about 250,000 requests a year, provides comprehensive insight into service quantity and quality via checklists and reporting, has driven steady portal adoption and smoother operations, and enabled better planning, availability and cost control.

CERN

Reinoud Martens

Group Leader Service Management