Continue Service Improvement at CERN Computing Centre

20th International Conference on Computing in High Energy and Nuclear Physics

物理学;计算机科学

Lopez, M. Barroso^1 ; Everaerts, L.^1 ; Meinhard, H.^1 ; Baehler, P.^1 ; Haimyr, N.^1 ; Guijarro, J.M.^1

CERN, Geneva

CH-1211, Switzerland^1

关键词: Continuous improvement process;    Continuous improvements;    Service improvement;    Service levels;    Service management;    Service managers;    Service operations;   

Others  :  https://iopscience.iop.org/article/10.1088/1742-6596/513/6/062004/pdf
DOI  :  10.1088/1742-6596/513/6/062004

学科分类：计算机科学（综合）

来源: IOP

【 摘 要 】

Using the framework of ITIL best practises, the service managers within CERN-IT have engaged into a continuous improvement process, mainly focusing on service operation. This implies an explicit effort to understand and improve all service management aspects in order to increase efficiency and effectiveness. We will present the requirements, how they were addressed and share our experiences. We will describe how we measure, report and use the data to continually improve both the processes and the services being provided. The focus is not the tool or the process, but the results of the continuous improvement effort from a large team of IT experts providing services to thousands of users, supported by the tool and its local team. This is not an initiative to address user concerns in the way the services are managed but rather an on-going working habit of continually reviewing, analysing and improving the service management processes and the services themselves, having in mind the currently agreed service levels and whose results also improve the experience of the users about the current services.