CERN operates the largest particle physics laboratory in the world. It is a complex, sprawling institution that has thousands of people on site every day. And every single one of those people use CERN’s on-site services.
Over the last decade, the general service management team at CERN has been building a flexible, scalable, highly automated service management system by applying ITSM principles outside of the IT environment.
This case study explains what challenges the team faced, and how they used ITIL 4 to reach their goals.