GS-SMS Service Management and Support

MANDATE

• Strive to excellence in service management, through coordinated adoption of best practice standards;
• The aim is to introduce a clear and coherent approach to service management all across GS. For this reason responsibility for services that facilitate and benefit the delivery of other services by the department to its customers and clients are assigned to the SMS group;
• The group has no operational responsibility for any ‘business services’ (business services are services that have customers outside GS department), nor ‘internal services’ (services that support other services within GS, like Fidelio to support the CERN Hostel business service). SMS has however a responsibility for the overall service quality, which means SMS will monitor service delivery, and will coordinate efforts to restore services to the agreed levels if things ‘go wrong’.

The SMS group is owner of all service management processes.  

SERVICES

Please see the SMS Web site.