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New Service Portal for CERN: getting help just got easier!

The CERN Service Portal gets an upgrade, presenting a new interface with a modern look and feel

New Service Portal website
Screenshot of the home page of the new CERN Service Portal website (Image: CERN)

The overall functionality of the upgraded CERN Service Portal remains the same, so you will be able to find all the usual elements and, in addition, some powerful features have taken centre stage:

  • the Search has been enhanced with the latest technology: when you start typing, you will see the top associated links;
  • there is an icon directly linking to the Knowledge Base, offering you access to our self-service online library, which is full of useful information;
  • the CERN Service Status Board (SSB) is also spotlighted, allowing you to check straightaway for current incidents or changes affecting services, known as outages;
  • there is also an icon to Get help, where you can open a ticket via a form with the CERN Service Desk.

Another innovation is that the page will automatically resize depending on your screen, making it more user-friendly for smaller screens, such as your mobile phone. Furthermore, once logged in, you will be able to access your recent tickets, as well as other resources.

“This is the culmination of work by different developers in the Service-Now team, building on feedback from users,” says Jorge Garcia Cuervo, head of the current developer team in the IT department. “I am very proud of the work done by every member, past and present, and I look forward to this portal becoming the new face of services at CERN.”

The new CERN Service Portal will be available from 16 May 2020 at the usual URL: https://cern.service-now.com/service-portal/

“The Service Portal provides one-stop access to CERN services,” says Gyorgy Balazs, the SMB Service Management and Support group leader. “Service Management is a great example of how collaboration between departments, SMB and IT, enhances their contribution to the benefit of the whole of CERN.”

Please note that the bookmarks you may have saved will need to be updated. For further technical details, please refer to the CERN Service Status Board entry: OTG0056062. Your feedback is welcome; please send it to: CERN-Service-Portal-Team@cern.ch.

CERN Service Management was created ten years ago to provide a single framework for service providers working together in a collaborative way, using a single tool and single set of processes. These processes include:
CERN Service Catalogue is an inventory of all CERN services offered to users and how they are organised
Incident Management handles all kinds of malfunctions, errors and bugs, which are either reported by users or detected automatically by monitoring tools and systems
Request Fulfillment is a standardised, repeatable and formalised process that provides quick and effective access to standard services
Knowledge Management covers the knowledge lifecycle via an online library of articles, maximising the service quality provided
Change Management ensures the controlled handling of requests that go beyond the scope of Request Fulfillment. To control schedule, quality, risks and costs
Problem Management aims to investigate the underlying cause of problems in order to improve service quality
Privacy notices are being incorporated for CERN Services in order to inform users of what is done with their personal data: how it is used, who it is shared with and how long it is kept


The Service Management teams, IT and SMB departments