Service'Desk'Roadmap'1'DRAFT'

Implementation'of'a'Service'Desk'for'IT'and'GS'

Scope'

One of the deliverables of the service management best practice effort is an

operating service desk

for GS and IT. This document describes the architecture, the roles and
responsibilities, and a

roadmap for the implementation of a single service desk for CERN.

Annex 1 specifies the mandate of the service desk.

1st line support (the service desk) will have 3 ways to receive requests from
users

Voice: Telephone

Electronic: Web based form or email

Physical (Eye to eye): Service Counter

Main requirements for the service desk are:

One$phone number and email covering the scope of IT and GS provided services
(initially)

No$robot (voice asking type 1 for an IT problem) 1

24/7$Coverage, although this doesnt mean there is support 24/7, someone

speaking at least English and French will answer the phone and be able to register
the request/problem, and initiate the process. The moment someone starts working
on the problem is determined by service level definitions defined for each service
independently.$

One$location$(close$to$the$entrance) for obvious reasons of

efficiency, it seems best to consolidate 1st line support in one location and one
homogeneous group of people. Local specialized service counters where people can go
to obtain specific services continue to exist (e.g. Library, Registration in building 55,
Hostel reception etc..). Front office (service counter where people can go) and back
office (taking calls, solving quick cases, completing and dispatching tickets, follow up
on tickets) should be a single group of people for reasons of flexibility and efficiency.

'

Architecture'and'roles'overview'

The picture above shows a

possible architecture. The

following roles can be

identified:

SDM: (job description

in annex 3) An

operational role,

continuously

monitoring service

desk operation,

following up on tickets

that need attention

(exceeding service level thresholds). The SDM will monitoring service delivery,
insure news

and alerts are provided whenever there is a service interruption. The SDM will also
play an

important role in the continuous improvement processes.

SMoD: (job description in annex 2) a face that is available during working hours
to assist

and help users in particular situations, or to arbitrate and help resolve complex
problems.

The SMoD will not have any operational responsibility (will not answer the generic
helpline, will not enter tickets, etc..).
1St line support will normally not have deep knowledge of any of the service areas (know
a lot about little), but have a wide scope (know a little about a lot). They are a priori not
specialized or trained in a particular area. They will be good communicators in multiple
languages, master the service desk tools, be responsible and friendly.

2nd line support has deep knowledge of specific domains. For certain services 2 nd line
support is outsourced.

We recommend to cover 1st and 2nd line support (where applicable) in the same
contract (the one that currently covers these areas for IT), which eliminates an
interface and reduces the risk of ping pong and finger pointing.

Service'Desk'Roadmap'

Page'2'

'

Roadmap'

The service desk will in first instance cover IT and GS. In second instance it should
support HR and FP

services and maybe some services provided by PH. In subsequent phases it could
be expanded to

finally cover all services available at CERN.

It was decided to start with 7:3018:30 1st line support during working days, and
introduce 24/7 in the 2nd quarter of 2011.

Below a rough roadmap for the 1st phase, details will be addressed in more detail
further down.

Task:

Sep)10
Oct)10

Nov)10
Dec)10
Jan)11
Feb)11

Mar)11
Apr)11

Assessment;of;synergies;and;options

Inventory;of;service;desks

Decide;on;future;integration

go#live

Communication;and;transition;planning

People

Specify;number,;capabilities,;coverage

Decide;on;contract;structure

Negotiate;and;implement;contract

Train;the;people

Location

Location;and;sizing

Specify;and;agree;on;technical;requirement

Implementation

Building;Refurbishment

Equipment;installation

Equipment;setup;(telephone)

Tool

Purchase;and;installation

Parametrization,;Configuration,;Integration

Phase;1;a

Phase;1;b

Phase;2

Rollout

Phase 1a covers roughly,

service level management and reporting

service catalog,

integration with

o
GGUS (grid tickets)

request catalog (basic)

o
InforEAM (D7i) (Facilities management


master data (interfaces with foundation for

tickets)

reference data),

o
EDH (request fulfilment)

integration for single sign on (SSO), email, callcenter

o
Network Requests

(CTI)

CMS integration and service portal

Phase 2 covers

security and roles

incident management,

Consolidation

Extended integration

request fulfilment,

Extended process support

record producers and templates

o
Change Mgt

customization of forms, reports and dashboards

(basic)

o
Configuration Mgt

basic CMDB data (pcs)

o
Asset Mgt

basic knowledge management

o
Problem

o
Event Mgt

Phase 1b coves roughly

o
Release

o
Portfolio Management

knowledge management

o
Project

'

'

Service'Desk'Roadmap'

Page'3'

Transition)

Annex 4 described the current situation of user facing services within our scope,
including

opportunities for synergies.

In order to prepare for the go live training to the agents will be provided on CERN, on the
tool, and on the processes (roughly from 15th of November until 1st of December), on the
services that are in and outside scope, and get to know the second line support groups.
Prior to go`live the support agents will also have the possibility to test and improve the
system, help to provide knowledge, and do dry runs. Certain groups in IT have offered to
do parallel runs (use both the old and new systems in parallel). These activities will take
place during December and January.

The following current functions should in our opinion be associated to the introduction
of a central

service desk early 2011. Other opportunities for streamlining and consolidation will be
addressed in

a later stage, this to reduce friction and facilitate a smooth transition.

Phase 1 (Feb 2011): create on single point of contact during working hours.

SEM support (77777). The 1st line activity should be integrated in the service desk.
The existing resources allocated to 1st line, will be concentrating on specialised 2nd
line facilities management support and improvement of the SEM service quality.

IT helpdesk (78888). The 1st line IT support will be integrated in the new service desk. The
existing resources allocated to 1st line, will be concentrating on specialised 2nd line IT
support and improvement of the IT service quality.

Labo Telecom (76111). For incidents and requests within their scope, the service`
management tool must be used. Furthermore the telephone operators should be
service

desk aware (be able to instantly transfer callers to the service desk when
appropriate, or take on the 1st line support role entirely). Further integration between
this service and the

service desk is something to be evaluated in future.

Outside working hours when someone calls 77777 or 78888 he will be guided by a
question/answer dialogue to the right service for urgent calls only (see diagram
below).

Phase 2 (2nd Quarter 2011)

24/7 support will be introduced once we get a feeling for the associated workload
from the statistics

gathered on missed calls to 77777 and 78888 outside working hours. The
workload should be
distributed based on available capacity and skills.
The tasks include registration, classification and initial support whenever appropriate
and feasible.
The Fire Brigade have agreed to take over some 1st level support tasks outside service
desk contract hours in order to fulfil the 24/7 requirement. They do speak both French
and English.

Hostel reception (74481). The hostel reception can step in outside the opening hours
of the service desk, or in exceptional situations. They do speak both French and
English.

Computer Centre Operators (75011) already take urgent IT support calls during the
night (via 78888). Their English language skills are not considered sufficient to take
general service desk calls outside working hours.

Service'Desk'Roadmap'
Page'4'

Call)routing)

The diagram below shows how calls are routed on startup depending on time of day,
and number

called. Later we would like to move to a simpler scheme, where all requests are
registered and

classified whatever the time or number called.

Switchboard is treated special as we dont expect them to use the service

management tool to fulfill

the request to connect a caller to a person. The labo telecom part however
could be treated

directly by the service desk.

Other groups that expose a first line support telephone number, might consider
the benefits from

using the central

service desk for

Call processing at startup

telephone contacts.

User

Service Desk

Switchboard
Other user facing

services

7xxxx

76111

(Switchboard &

Labo Telecom)

No
8:00-18:00
Service hours

Ask to call back later

Message

Switchboard

Yes

Operator

request
Yes

No

Labo Telecom

Refer to
No

No
No

service desk

77777

case in scope

(SEM Helpdesk)

of service

7:30 18:30

Yes

78888

No

(IT Helpdesk)

Message

Service Desk

Refer to 75011
Yes
Urgent IT

Fulfil

No

Yes
request with

switchboard

Refer to 72201
Yes
Urgent

Yes

Infrastructure
Yes

No

Urgent Medical/

Refer to 74444
Yes
Fire/Accident/

Pollution

Ask to use self service

No

portal or call back later

Register/Classify

Register/Classify
Register/Classify

in service-now

in service-now
in service-now

Fulfil request/ Resolve incident in service now

Request fulfilled,

Service restored

Service'Desk'Roadmap'

Page'5'

What'People'

Resources)(#)of)people))

Based on the volume of tickets handled by the current IT service desk, and other
service desks

(77777), based on the number of people assigned to 1 st line support in these service
desks, we

estimate that 6$people will be necessary to man the service desk during working

days from 7:30 to 18:30. This number is considered the

80000 Tickets

FTE

Average1Time

minimum enabling to rotate people from front desk to back

6 FTE

"""""""""""""""3

""""""""""""""""""""""""4

Tickets
Average0Time

office, to cover absences and spend minimum to per ticket.

$$$$$$$$$30,000$
$$$$$$$$$$$$$$$$$$$$$$21

"""""""""""""""4

""""""""""""""""""""""""5

An FTE in Switzerland corresponds to 1736 working hours

$$$$$$$$$40,000$
$$$$$$$$$$$$$$$$$$$$$$16

"""""""""""""""5

""""""""""""""""""""""""7

per year (ref SERCO). To the right tables showing the number
$$$$$$$$$50,000$
$$$$$$$$$$$$$$$$$$$$$$12

"""""""""""""""6

""""""""""""""""""""""""8

$$$$$$$$$60,000$
$$$$$$$$$$$$$$$$$$$$$$10

"""""""""""""""7

""""""""""""""""""""""""9

of tickets versus the time per ticket and the number of

$$$$$$$$$70,000$
$$$$$$$$$$$$$$$$$$$$$$$$9

"""""""""""""""8

""""""""""""""""""""""10

people for a given number of tickets per year.

$$$$$$$$$80,000$
$$$$$$$$$$$$$$$$$$$$$$$$8

"""""""""""""""9

""""""""""""""""""""""12

$$$$$$$$$90,000$
$$$$$$$$$$$$$$$$$$$$$$$$7

""""""""""""10

""""""""""""""""""""""13

$$$$$$$$100,000
$$$$$$$$$$$$$$$$$$$$$$$$6

Capabilities)(knowledge))

Annex 1 describes the tasks and qualifications of the service desk. Grosso modo, we require a
service oriented attitude, and excellent communication skills including
high$level$of$proficiency$in$English$ and$French,$plus$a$3rd$language. Other
knowledge will be teached on the spot.

Annex 2 and 3 describe the other roles in the service desk area.

Coverage)(time)planning))

Based on the current coverage in IT and GS, we plan to have the service desk manned from
7:30$to$ 18:30$during$working$days. Beyond these hours other services will take over
reception and initial classification of requests (phone, web, email). Classification is necessary
to enabling correct dispatching. Outside Service Desk Contract working hours there is no 1 st
line resolution.

Below a possible scenario where green reflects the primary location a call will be
routed. These

schemes need to be discussed with the people concerned when we know a bit more
about the

workload and the available tools. The possible role of the IT operators should also be
clarified.
07:30
08:00
08:30

Working(days
09:00
09:30

Service'Desk'Contr
act

10:00
10:30

11:00

Hostel'Reception

11:30
12:00

Fire'Brigade

12:30

13:00
13:30
14:00
00:00

14:30

00:30

15:00

01:00

15:30

01:30

16:00

02:00

16:30

02:30

17:00

03:00

17:30

03:30

18:00

04:00
04:30
05:00
05:30
06:00
06:30

18:30
19:00

19:30
20:00
20:30

21:00
21:30

07:00
22:00

22:30
23:00

23:30

04:00

1st'contact

2nd'contact

04:30
05:00

Saturday(/(Sunday(/(
00:00

Official(Holida
ys

00:30
01:00
01:30
02:00
02:30
03:00
03:30

Service'Desk'Contract

05:30
06:00

06:30
07:00
07:30
08:00

08:30
09:00

1st'contact

Hostel'Reception

2nd'contact

)
Fire'Brigade

3rd'contact

09:30

10:00
10:30

11:00
11:30
12:00
12:30

3rd'contact

13:00
13:30
14:00
14:30
15:00

15:30
16:00
16:30
17:00
17:30
18:00

18:30
19:00

19:30
20:00
20:30

21:00
21:30

22:00
22:30
23:00
23:30

Service'Desk'Roadmap'

Page'6'

Training)

Once the tools are in place, and the service catalogue information is of sufficient quality, it
is planned to conduct training for the 1st line support team. Specialized training covering
communication skills, call coaching, and team building targeted at service desks, is
readily available from various providers. (e.g. www.sdi`e.com). Training on the CERN
organization and services supported will also be necessary. Service desk agents will also
be enriching the knowledge base, and the quality of the information in the service
catalog, the month of January can be used to perform a quality review of the service
descriptions, and the start of building a knowledge base.

The plan looks as follows:

Week$starting:
24/Jan
07/Feb

15/Nov22/Nov29/Nov06/Dec13/Dec20/Dec27/Dec03/Jan10/Jan17/Jan

Induction)SERCO

General)introduction)to)CERN

go$live

))CERN)structure/organization)()CERN)Admin)e<guide))

))CERN)Service)Catalogue))

Introduction)CERN)facilities)in)scope

Process)and)Concepts)training

Team)building)and)service)orientation

Tool)training

Testing)tool

Contacts)with)2nd)level)support)groups

Field)test)for)couple)of)groups

Improving)catalog)and)tool)info

Production

Registration,$cars$stickers

GS/SMS$group$introduction

Official$visit$of$CERN$+$Globe$+$visit$service$presentation

Learning$by$visiting$CERN$facilities:

Mail)support

Keys)service

Medical)service

Fire)brigade

Stores)area

Shipping)request

Learning$by$visiting$CERN$facilities:

Hotel

Standard)+)labo)telecom

Library)+)bookshop

CERN)Reception)+)registration)visitors

Car)pool

Registration/access)cards/cars)stickers)+)dosimetry

Goods)reception)+)Stores

Users)office

Training)service

SEM)support

Help)desk

Induction$SERCO

Service'Desk'Roadmap'

Page'7'

Where'

Sizing)and)location)

Ideally it would be desirable to locate all 1st line user facing services (including the
cards service, film badge service, users office, etc..) in one location; the most logical
location would be the reception area around building 33.

Planning to consolidate all services in building 33 would imply significant changes

involving HR and

PH departments. Without compromising on the vision to converge to one location

in future, an

intermediate was found by locating visitor services around in building 33, and
services for users with

some form of contractual relationship with CERN to the building 55 area.

Needs for the Service Desk and Service Counter:

1.
Service manager office (ca. 12m2), this person being staff can not share the office
with the

service desk personnel.

2.

Service desk personnel (6 workspaces of minimal 9m2 each: 54 m2).

3.
Front office counter and reception area (minimum 15 m2; people need to be able to
queue

maybe some minimal seating space).

4.
Service Manager on Duty with reception area (minimal 15m2).

We have considered many scenarios

involving building 55 and building 120 with

the people concerned. This resulted in the

conclusion that the second floor of

SMOD/

Service desk public

building 55 is the only suitable location

Ambasador

area

Service desk

that can be made available in a timeframe

manager

compatible with the project plan (by

November 2010).

There are several issues with this scenario:

1.
There is no presence at the entry

Service desk front office

of building 55 to guide people to

the right place; people have to

find the 2nd floor service desk.

Maybe this can be overcome by

clear sign posts.

2.
There is no elevator in building 55,

so it is inaccessible for people with

Service desk back office

mobility problems. There is no

simple solution to this problem

(and the same applies to the

registration service).

As this is a temporary solution, well have to live with it.

Service'Desk'Roadmap'

Page'8'

Technical'requirements'and'tools'

A service management tool will be purchased, installed and integrated with existing request
fulfilment systems (EDH, InforEAM, Service Catalogue, etc..). This is a project in itself which is
ongoing.

The tool will integrate to the telephone exchange and the CERN corporate databases to
optimize

efficiency of the service desk. Call centre facilities provided by the current telephone
infrastructure

will be used to support the service desk. Contacts with the IT/CS team have been
established, and

feasibility confirmed. A flowchart below shows the behaviour from a user perspective.

'

Service'Desk'Roadmap'

Page'9'

Annex'1'Service'Desk'Mandate'

Duties'&'Responsibilities'

Provide 1st Line support. Service Desk carries responsibility for establishing
the first line of contact between IT/GS and users wishing to register or submit
Incidents or Service Requests.

The main responsibility of Service Desk staff is the detection and recording of all
requests, ensuring that all information necessary for successful handling and
resolution is obtained, recorded and updated throughout the request lifecycle.

Tasks'

The$following$tasks$are$assigned$to$the$service$desk:

Detecting and recording of user requests (Incidents and Service Requests)

Classification$ and$ initial$ support$ (sorting$ requests$ according$

to$ type,$ status,$ impact$ and$ urgency,
$implementing$workarounds$and,$if$possible,$final$solutions)
Contact$and$communication$with$affected$users$and$requesters

Continuous$ tracking$ and$ monitoring$ of$ all$ open$ and$

unresolved$ tickets$ to$ ensure$ closure$
within$defined$and$agreed$timeframes

Skills,'Experience'&'Knowledge'

To be able to fulfil this role the following range of skills, experience & knowledge
is required

General technical understanding and understanding of the service structure$

Understanding of relevant procedures and rules applicable inside the

Organization

Meticulous and thorough working habits, attention to detail$

Ability to multi`task and re`prioritize tasks at short notice, good self`organization

skills$

Ability to work under pressure$

Professional and service`oriented attitude towards users and customers$

Excellent communication skills and high level of proficiency

in$English$AND$French$

Ability to communicate well in a 3rd language (Russian, Italian, Spanish, German,

)$

Friendly, competent and confident appearance$

Assignment'

During$normal$service$hours$(e.g.$7:30$$18:30$during$CERN$working$days)
$dedicated$trained$staff$ will$man$the$service$desk. We expect (currently GS
services handle ca. 25000 tickets per year, IT ca 100000) that we can cover this service with
a minimum of 6 FTEs.

During extended service hours (e.g. 18:307:30 and outside CERN working days) other
staff present at CERN should take on some of the Service Desk tasks:

At least take the task of recording user requests.

Whenever possible perform classification$and$initial$support$tasks.$

Service'Desk'Roadmap'

Page'10'

Annex'2'Service'Manager'on'Duty'(SMoD)'job'description'

Duties'&'Responsibilities'

The SMoD is involved in Service Management procedures on a day`to`day

basis without direct participation in daily operational activities.
With excellent and deep knowledge of CERN, its procedures, processes and
culture the SMoD maintains vital relations with people on all levels of the
organization and is able to find creative solutions to complex and new issues.

The SMoDs main role is to represent the operational Service Management

organization towards users and customers and to act as a central contact
person for exceptional needs.
He/she is physically available in order to guide/redirect users, to solve very
particular or more complex issues, to receive complaints or to coordinate the
resolution of specific requests in close collaboration with Service Desk staff.
Responsibilities do not include operational tasks such as registering tickets,
answering the phone or monitoring Service Desk operation.

A second core element of the SMoD role is active participation in escalation

procedures when necessary. Here the SMoD acts as an arbitrator and coordinator
between unsatisfied users, Service Desk staff and 2nd or 3rd Line experts.

The SMoD does not inherit any responsibilities from Service Owners or Service
Managers. Although the SMoDs main goal is the improvement of customers
and users satisfaction, he/she is responsible neither for the quality of the services
nor for the quality of the described processes.

The SMoD reports to the Service Managers team.

Tasks'

The following tasks are assigned to the role of a Service Manager on Duty:'

Direct contact & communication with users and customers$

Support and guidance for users and customers$

Coordination and solution of specific and escalated Incidents and Requests$

Communication with all roles involved in Service Management processes to

improve daily operation procedures as well as customers satisfaction$

Skills,'Experience'&'Knowledge'

To be able to fulfill this role the following range of skills, experience & knowledge
is required:

Excellent knowledge of CERN and CERN specifics

Wide knowledge of topics areas covered by the service catalogue

Overview over all offered services$

Capability to convey professionalism, competence and expertise to our customers

Excellent communication, negotiation and mediation skills$

Assignment'

The role of Service Manager on Duty is assigned to a small number of staff members
from different

departments. A minimum of one person should represent the role within the opening
hours of the Service Desk at any time. '

Service'Desk'Roadmap'

Page'11'

Annex'3'Service'Desk'Manager'job'description'

Duties'&'Responsibilities'

The SDM caries the operational responsibility for the Service Desk.

He/she will closely monitor the workload and performance against agreed
targets (Service Level Agreements (SLAs)) and intervene when thresholds are
exceeded.
He/she will closely monitor the quality of the responses of the Service
Desk, and monitor if the correct balance of skills and capacities are on
duty at appropriate times so that consistency is maintained.

He/she will be responsible for driving performance and improvement of

customer satisfaction, by implementing a Service Improvement Plan. He/she will
strive to improve first call resolution rates, improve the knowledge base, analyse
service desk activity and make recommendations for increased organisational
efficiency and effectiveness. He/she will also monitor and adjust scheduling models
to ensure coverage to the business outside the operational hours of the Service Desk
Contract (with the help of other services at CERN like the fire brigade and the hostel
reception).
He/she is physically available close to the service desk, and acts instantly when
necessary to solve operational problems, to evaluate complaints or to coordinate the
resolution of specific requests in close collaborating with the Service Desk contract staff.

The SDM reports to the Service Managers team.

Tasks'

The following tasks are assigned to the role of a Service Desk Manager:'

Carry operational responsibility for incident and Service Request handling

on the Service Desk

Monitoring of, and Reporting on, Service Desk activity$

Provide feedback to the Service Desk Contract manager for him/her take
corrective action whenever necessary

Drive improvements of Service Desk efficiency and effectiveness$

Representing the Service Desk at meetings

Communication with all roles involved in Service Management processes to improve

daily

operation procedures as well as customers satisfaction$

Skills,'Experience'&'Knowledge'

To be able to fulfil this role the following range of skills, experience & knowledge
is required:

CERN awareness: have specific knowledge of the organization's areas,

drivers, structure, priorities, etc

Service awareness of all of topics areas covered by the service catalogue

Good knowledge of service management tools, and supported (ITIL) processes $

Excellent communication, negotiation and mediation skills$

Fluent in English and French $

Demonstrable evidence of influencing positive change within a group of people.

Assignment'

The role of Service Desk Manager should be filled during the opening hours of
the Service Desk at any time.

Service'Desk'Roadmap'

Page'12'

Annex'4'Assessment'of'options'for'evolution'of'current'serv
ice'desks'

Current)areas)where)customer)service)desk)like)functions)are)currently)p
resent)

Within IT and GS there are several units that provide customer facing support (or 1 st line
support). These units have either a physical desk or service counter where users can
address themselves with request or problems, and/or they have resources dedicated to
1st line support activities. For the sake of simplicity we have excluded services that
have highly specialized (assimilated to 2nd line) support activities (like shipping service,
or medical service) which can for practical reasons not be combined with a central
service desk.

The following table shows some of these existing services indicating the types of
synergies. (certain

services could benefit from a newly created service desk to provide a partial service
outside

dedicated support hours e.g. recover a key outside opening hours of keys service;
other services could provide 1st line support outside during nights and weekends, like
computer centre operators, hostel service and fire brigade).

Basic.service.description
Integration.

Relevance./.Synergies.for.CERN.service.desk.phase.1

Provision.and.cost

into.new.

Respon
Service.Description
Service.Level
service.desk
Synergy
Provider
Beneficiary
Comments
.#.People
Type.Staff
Yearly.Cost

IT

Computer+Center+Operators+
24+by+7
No
Yes
Yes
No
Coverage+outside+normal+support+hours
~6
Contract+(ISS)
505k+CHF

IT
Grid+support
?
?
?
?
?
Info+impossible+to+find

IT
Telephone+Operators
8:00M18:00
?
Maybe
Maybe
Yes
Service+desk+could+extend+coverage
~5
Contract+(ISS)
?

IT
Network+and+Communications+support
Working+Hours
No

?
?
?
Info+impossible+to+find
+2+or+3
Contract+(ISS)
?

IT
IT+Help+Desk
8:30+M+17:30+++++++

Yes
Yes
Yes
Yes
Should+be+integral+part
3?
Contract+(SERCO)
275k+EUR

IT
Print+Shop

GS
Fire+Brigade
24+by+7
No

Yes
Yes
No
Coverage+outside+normal+support+hours

GS
Locks+and+Keys
8:30+M+12:30+13:30+M+16:30
No
No
No
Maybe
Too+specialized

GS
Library+&+BookShop
8:30M19:00
No
No
No
No
Too+specialized

GS
Housing
8:30M17:30
No

No
No
Yes
Marginal+activity
~0

GS
Hostel
MonMFri+7:30M19:30+SatMSun+9:00M13:00
No
Yes
Maybe
Yes
Lots+of+synergy+/+Coverage+outside+support+hours
~3

GS
Installation+&+Car+plates
8:30+M+12:30
No
No
No
No
Too+specialized

GS
Shipping
8:00+M+12:00++13:30+M+17:00
No
No

No
No
Too+specialized

GS
Internal+Distribution
7:30+M+11:50+13:00+M+16:15
No
No
No
No
Too+specialized

GS
Medical+Service
8:00+M+12:30+13:30+M+17:30
No
No
No
No
Marginal+activity

GS
Registration
7:30+M+16:00
No
Yes

No
Yes
Service+desk+could+extend+coverage

GS
SEM+Support
7.30+M+18.30
Yes
Yes
Yes
Yes
Should+be+integral+part
2
CERN+Staff

GS
Car+pool
8:00+M+12:00++13:00+M+17:00
No
No
No
No
Marginal+activity

GS
Goods+reception+(Meyrin+and+Prevessin)
8:00+M+12:00++13:00+M+16:00
No
No
No

No
Too+specialized

GS
Removal+Service
7:30M11:50+13:00M16:15
No
No
No
No
Too+specialized+&+Marginal

GS
Safety+Masks
07:30M11:50+13:00M16:20
No
No
No
No
Too+specialized+&+Marginal

GS
Shuttle+Service
8:30+M+17:30
No
No
No

No
Too+specialized

GS
Guards
24+by+7
No
No
No
No
Too+specialized+(No+languages)

GS
Repair+of+standard+material
07:30+M+11:50+13:00+M+16:20
No
No
No
No
Too+specialized+&+Marginal

PH
Reception
MonMFri+8:00M17:45+Sat+8:30M17:15
No
Yes
Maybe

Yes
Coverage+outside+normal+support+hours

PH
Users+Office
08:3012:30+(Not+on+Wed)+14:0016:00+
No
Yes
No
Yes
Many+tasks+too+specialized

IT)

IT has a number of areas where dedicated resources provide user facing 1 st line
support services

Computer Centre Operators

A service contract covering 24 hours per day, ca 5 people with one present at any
time.

Telephone exchange operators

A service contract covering extended working hours, with 5 or 6 people; several present
at any time. This contract also covers 2nd line support for portable phones and sim cards
(labo telecom).

IT Help Desk

Service contract covering extended working hours, several people (~4) present at any
time, total number of people unknown as the contract covers also 2 nd line support
functions.

IT has also a number of areas where users contact directly the specialists, or have
local help

desks in place. Some of these satellite first line support services dont use the
current

central system, which makes it very complicated to evaluate the resources that IT allocates
to first line support activities. It is estimated that IT 1st line support manages 60k tickets per
year.

Service'Desk'Roadmap'

Page'13'

GS)

GS has a lot of user facing services. This list is not exhaustive as many services have
no dedicated

resources to providing this support, so a priori no need to transfer or sharing of tasks

even a terme

to a central service desk. Highly specialized service desk activities are also
excluded for the same

reason.

Fire Brigade

The fire brigade has a service counter for a lost and found service, and declaration of
theft and incident declarations; and can possibly perform 1st line activities outside
working hours. ca 50 CERN Staff.

Hostel Service Service Contract, open during extended working hours (07:3001:00
and weekends 09:0001:00).

Registration

Service Contract, open reduced working hours. A specialized service under service
contract.

SEM Support Helpdesk Service Contract, 2 Staff, providing 1st line support (ticket
registration), but also perform 2nd line support, administrative support and follow up
on requests. Open 07:3018:30 during working days, outside these hours the TI
Control Room will take urgent requests.

Library

Open 24/7 but staffed during extended working hours. Staffed with students, staff,
fellows, etc..

Others)

Relevant 1st line support assimilated services provided elsewhere at CERN.

Reception (building 33)

PH department: Service Contract. This service is targeted to one time visitors;

people that

only visit CERN very occasionally and are not registered in CERN central systems.

CCC operators BE Department: Staff. TI operators provide 1st line support outside
opening hours of SEM Support Helpdesk for urgent$requests only.

Users Office

PH Department: Staff. The entry point for cern users, mainly physicists
employed by

collaborating institutes that have a user status at CERN.

Service'Desk'Roadmap'

Page'14'