Migration of the CERN IT Data Centre Support System to ServiceNow

The large potential and flexibility of the ServiceNow infrastructure based on 'best practises' methods is allowing the migration of some of the ticketing systems traditionally used for the monitoring of the servers and services available at the CERN IT Computer Centre. This migration enabl...

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Detalles Bibliográficos
Autores principales: Alonso, R Alvarez, Arneodo, G, Barring, O, Bonfillou, E, Santos, M Coelho dos, Dore, V, Lefebure, V, Fedorko, I, Grossir, A, Hefferman, J, Lorenzo, P Mendez, Moller, M, Mira, O Pera, Salter, W, Trevisani, F, Toteva, Z
Lenguaje:eng
Publicado: 2014
Materias:
Computing and Computers
Acceso en línea:https://dx.doi.org/10.1088/1742-6596/513/6/062032
http://cds.cern.ch/record/2025730
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author Alonso, R Alvarez
Arneodo, G
Barring, O
Bonfillou, E
Santos, M Coelho dos
Dore, V
Lefebure, V
Fedorko, I
Grossir, A
Hefferman, J
Lorenzo, P Mendez
Moller, M
Mira, O Pera
Salter, W
Trevisani, F
Toteva, Z
author_facet Alonso, R Alvarez
Arneodo, G
Barring, O
Bonfillou, E
Santos, M Coelho dos
Dore, V
Lefebure, V
Fedorko, I
Grossir, A
Hefferman, J
Lorenzo, P Mendez
Moller, M
Mira, O Pera
Salter, W
Trevisani, F
Toteva, Z
author_sort Alonso, R Alvarez
collection CERN
description The large potential and flexibility of the ServiceNow infrastructure based on 'best practises' methods is allowing the migration of some of the ticketing systems traditionally used for the monitoring of the servers and services available at the CERN IT Computer Centre. This migration enables the standardization and globalization of the ticketing and control systems implementing a generic system extensible to other departments and users. One of the activities of the Service Management project together with the Computing Facilities group has been the migration of the ITCM structure based on Remedy to ServiceNow within the context of one of the ITIL processes called Event Management. The experience gained during the first months of operation has been instrumental towards the migration to ServiceNow of other service monitoring systems and databases. The usage of this structure is also extended to the service tracking at the Wigner Centre in Budapest.
id oai-inspirehep.net-1302191
institution Organización Europea para la Investigación Nuclear
language eng
publishDate 2014
record_format invenio
spelling oai-inspirehep.net-13021912022-08-17T13:27:44Zdoi:10.1088/1742-6596/513/6/062032http://cds.cern.ch/record/2025730engAlonso, R AlvarezArneodo, GBarring, OBonfillou, ESantos, M Coelho dosDore, VLefebure, VFedorko, IGrossir, AHefferman, JLorenzo, P MendezMoller, MMira, O PeraSalter, WTrevisani, FToteva, ZMigration of the CERN IT Data Centre Support System to ServiceNowComputing and ComputersThe large potential and flexibility of the ServiceNow infrastructure based on 'best practises' methods is allowing the migration of some of the ticketing systems traditionally used for the monitoring of the servers and services available at the CERN IT Computer Centre. This migration enables the standardization and globalization of the ticketing and control systems implementing a generic system extensible to other departments and users. One of the activities of the Service Management project together with the Computing Facilities group has been the migration of the ITCM structure based on Remedy to ServiceNow within the context of one of the ITIL processes called Event Management. The experience gained during the first months of operation has been instrumental towards the migration to ServiceNow of other service monitoring systems and databases. The usage of this structure is also extended to the service tracking at the Wigner Centre in Budapest.oai:inspirehep.net:13021912014
spellingShingle Computing and Computers
Alonso, R Alvarez
Arneodo, G
Barring, O
Bonfillou, E
Santos, M Coelho dos
Dore, V
Lefebure, V
Fedorko, I
Grossir, A
Hefferman, J
Lorenzo, P Mendez
Moller, M
Mira, O Pera
Salter, W
Trevisani, F
Toteva, Z
Migration of the CERN IT Data Centre Support System to ServiceNow
title Migration of the CERN IT Data Centre Support System to ServiceNow
title_full Migration of the CERN IT Data Centre Support System to ServiceNow
title_fullStr Migration of the CERN IT Data Centre Support System to ServiceNow
title_full_unstemmed Migration of the CERN IT Data Centre Support System to ServiceNow
title_short Migration of the CERN IT Data Centre Support System to ServiceNow
title_sort migration of the cern it data centre support system to servicenow
topic Computing and Computers
url https://dx.doi.org/10.1088/1742-6596/513/6/062032
http://cds.cern.ch/record/2025730
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