Building on the success of the first CERN Service Management Forum, the CERN Service Management support team (SM team) is happy to invite those of you with a role in the CERN Service Management tool (ServiceNow)*, as well as those interested in joining this community, to its 2nd virtual Forum, which will take place on Thursday 20 October at 10.30 a.m.. The Forum is an opportunity to exchange and share experiences and use-cases in the CERN services community.

In this second forum:

• The Office of Data Privacy (ODP) will present data protection requirements for Services and Support management at CERN and highlight key aspects that need considering when working with the ODP. The SM team will also introduce the data retention implementation in the ServiceNow tool currently under development in our teams and outline future plans.
• Eric van Uytvinck, from the EN-EL section (Electrical and Fibre Optics Services), will share the key takeaways of the section’s integration experience with Service Now. Since tickets were introduced to follow work requests regarding the powering of new installations, installing racks, cables or optical fibres in 2016, more than 5000 work requests have been processed.  
• You will learn how to create your favourites in the Service Portal and Tool.

For full details, please see the agenda in the Indico page of the event. Please note that this will be a fully bilingual event, with presentations and discussions in both English and French.

We thank you for your interest and hope to see you at the Forum!

*Service owner and editor role: https://cern.service-now.com/service-portal?id=kb_article&n=KB0006152
Functional manager role: https://cern.service-now.com/service-portal?id=kb_article&n=KB0006944
Supporters: https://cern.service-now.com/service-portal?id=kb_article&n=KB0007312