The new Service Desk contract will begin on 1 April 2017 and will incorporate the Central Telephone Switchboard.

The Switchboard phone number (+41 (0)22 76 76111) and the Service Desk phone number (+41 (0)22 76 77777) will remain the same but both services will be handled by the new Service Desk team.

This change of contract will have no impact on existing services; the functions of the CERN Service Portal, the ticketing system (ServiceNow) and the Switchboard will remain unchanged.

The Service Portal, the integrated CERN knowledge base used by the CERN user community, and the Service Desk will remain the basis for the smooth delivery of services.

We advise you to create your incident or request ticket directly from the Service Portal (“Submit a request” or “Report an incident”) and to pre-select a technical area in order to optimise the resolution time.

The SMB department’s Service Management and Support group is actively working with the new contractor to ensure that the transition is as smooth as possible in order to minimise the impact for end users.

Nevertheless, the change may result in a reduction in service quality or delays in response times for a short period so we apologise in advance for any inconvenience you may experience and thank you for your understanding.

Last but not least, we would like to express our sincere thanks to the outgoing Service Desk and Switchboard teams for their excellent work, which was unanimously and highly appreciated by the CERN community.

SMB-SMS Service Management and Support group