Pre Knowlegde 11 conference interviews: Reinoud Martens from CERN

Introducing today a Q&A with Reinoud Martens, Service Manager @ CERN in Geneva, Switzerland

Founded in 1954, CERN is one of the world’s most respected centres for scientific research. Its business is fundamental physics, discovering what the Universe is made of and how it works. At CERN, the world’s largest and most complex scientific instruments are used to study the basic constituents of matter – the fundamental particles. By studying what happens when these particles collide, physicists learn about the laws of nature.

CERN is known as the birthplace of the Web and is home to 2,300 staff members, playing host to more than 10,000 visiting scientists from more than 100 nationalities. A significant increase in CERN visiting scientists compelled CERN to revisit its approach to service management with a renewed focus on superior service delivery for organizational, IT and infrastructure services.

@ Knowledge 11 Europe in Francfurt on Wednesday, December 7th 15.10 CET : Non IT Services Using ITIL processes.

Reinoud will be sharing his practical experience introducing ITIL inspired best practice for non IT Services using ServiceNow. He will demonstrate how the ITIL principles can be used for to drive automated and efficient processes for non IT business areas, and discuss lessons learned on the significant differences he discovered after go-live between IT and non-IT support staff.

Q&A with Reinoud Martens

1. Quick bio about you:

Electrical Engineer from Delft University in Holland experimenting with digital electronics in the 1970’s migrated from hardware through programming in all languages and all levels to become DBA in the early 80’s. Spent the 90’s implementing and customizing ERP systems, and was in charge of all CERN’s administrative IT in the 00’s. As of 1/1/2010 in charge of service management for ‘non IT’ (but scope includes all application software) at CERN.

2. When did you see ServiceNow for the first time? What was your first feeling?

In the middle of 2009 we were given a demo of service-now, and it looked really attractive. We knew some tools but had no clear idea of the state of the art in service-management support tools at the time. For various reasons the fact that this tool was proposed as SAAS was particularly interesting for us too.

3. What did you implemented?

Request, Incidents, Knowledge, Business Service Catalog, Change, Service Level Management.

4. What do you plan to implement in the coming year?

Consolidation of Change; Problem and Event are under implementation

5. What you like most about servicenow (the product)?

Coherent modern architecture, 100% web based, flexible, SAAS.

6. What you like least about servicenow?

Reporting is not sufficiently developed.

7. What is the role of Fruition Partners in your project?

Fruition Partners launched the first modules of our service-management spacestation into orbit, we are now circling our service world, and able to extend the spacestation in many directions (scope, maturity of existing processes, additional processes) ourselves.

8. What will you present at k11?

How we apply ITIL best practice to “non IT” services.

9. One last word?

The SaaS concept has made us gain many months (that would otherwise have been necessary to negotiate, orchestrate, procure, install, test, adapt, etc.. the various parts of the technology stack). This combined with the experience of Fruition Partners in implementing service-now have helped us keep the momentum of the rollout of our service-management vision.

10. What do you think the word “Fruition Partners” means?

Fruition Partners are creatures from the planet Aspe who have traveled many light years to help humans improve their service management maturity. They can be recognized by their triangular navel.

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