Migration of the CERN IT Data Centre Support System to ServiceNow

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

物理学;计算机科学

Alonso, R. Alvarez^1 ; Arneodo, G.^1 ; Barring, O.^1 ; Bonfillou, E.^1 ; Dore, V.^1 ; Lefebure, V.^1 ; Fedorko, I.^1 ; Grossir, A.^1 ; Hefferman, J.^1 ; Lorenzo, P. Mendez^1 ; Moller, M.^1 ; Mira, O. Pera^1 ; Salter, W.^1 ; Trevisani, F.^1 ; Toteva, Z.^1

European Organization for Nuclear Research, CERN, Geneva 23

CH-1211, Switzerland^1

关键词: Computer centres;    Computing facilities;    Event management;    Service management;    Service monitoring systems;    Structure-based;    Support systems;    Ticketing systems;   

Others  :  https://iopscience.iop.org/article/10.1088/1742-6596/513/6/062032/pdf
DOI  :  10.1088/1742-6596/513/6/062032

学科分类：计算机科学（综合）

来源: IOP

【 摘 要 】

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.