Macintosh support is provided at the level of the Service Desk

Since September 2010 the Apple laptops & desktops with Mac OS are recognized and supported at CERN by the IT department. Therefore, the “Macintosh support” procedure now follows the same ITIL^*) schema as for all IT services, i.e.:

• All CERN users must address any request for support on Macintosh PCs to the Service Desk.
• The Service Desk will move on questions or problems they cannot solve to “IT 2nd level” support people, provided by the “computing support” contract managed by IT department.
• Mac OS being officially supported by the IT department, a 3rd level support is provided by CERN IT staff; they may give specialized expert assistance, within the scope described at the ITUM-2 presentation, for all incidents or requests which can be neither resolved nor fulfilled by the Service Desk (1st level) and the 2nd level support people.

Therefore, users who have problems related to Mac OS should simply fill-in the appropriate form from the Service Portal (https://cern.service-now.com/service-portal/), call the CERN Service Desk at 77777 (+41 22 76 77777 from outside CERN) or visit the service in building 55, just outside entrance B of CERN. The Service Desk is open work days, from 7:30 to 18:30, Geneva time. The email address “mac.support@cern.ch” is also linked to the Service Desk but free text emails sent to Service Desk are not recommended and users should rather use the Service Portal on the web.
For reference, the decision to support Mac OS computers was officially announced and approved at the 6th IT Service Review Meeting on 1st September 2010 and the scope of the Mac service provided by IT was explained to the user community at the 2nd IT Technical User Meeting (ITUM-2) on 6th October 2010 (slides are available at https://indico.cern.ch/getFile.py/access?contribId=2&resId=1&materialId=slides&confId=104129). Since then, the IT computing helpdesk (tel. 78888) has been replaced, as of 15th February 2011, by the CERN Service Desk in building 55 (tel. 77777) with a “Service Portal” available on the web.

The IT User Support Team, IT-UDS-HUS

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*) Information Technology Infrastructure Library.