Last updated: 2026-02

CERN IT Basics for Newcomers

Your CERN Computing Account

Activation: Visit account.cern.ch to activate your CERN computing account. You will need your CERN ID number and the initial password provided during registration.
Username and email: Your CERN username is typically your first initial + surname (e.g., jsmith). Your CERN email will be username@cern.ch.
Password policy: CERN requires strong passwords with minimum length and complexity. Change your password regularly through the account management portal.
Two-factor authentication (2FA): Enable 2FA for enhanced security. CERN supports TOTP apps (e.g., Google Authenticator, Microsoft Authenticator) for second-factor verification.

eduroam: The primary Wi-Fi network at CERN. Connect using your CERN credentials: username@cern.ch as the identity and your CERN password.
eduroam CAT: For the best and most secure setup, download the configuration profile from cat.eduroam.org. This ensures correct certificate validation.
CERN-GUEST: A fallback network available without CERN credentials. Limited bandwidth and requires accepting terms of use. Useful for visitors or if eduroam is not working.

EDH (Electronic Document Handling): CERN's workflow system for travel requests, leave applications, expense claims, contract extensions, and other administrative processes. Access via the CERN intranet.
ServiceNow: The central platform for IT support tickets, HR requests, facility issues, and general service requests. Access at cern.service-now.com.
Indico: CERN's meeting and event management system. Used for scheduling meetings, conferences, and lectures. Access at indico.cern.ch.
CERN Phonebook: Find people, their contact details, office locations, and organisational structure. Access at phonebook.cern.ch.
CDS (CERN Document Server): Repository for CERN publications, technical notes, and reports. Access at cds.cern.ch.

ServiceNow portal: The preferred way to request IT support. Create a ticket at cern.service-now.com describing your issue. You can track the status of your requests there.
Phone: Call the CERN Service Desk at extension 77777 (or +41 22 767 7777 from outside CERN) for urgent issues.
Common self-service: Password resets, mailing list management, and software licence requests can often be handled through the self-service portal without opening a ticket.

Printing: CERN uses a centralised printing service. Install the CERN print drivers and send jobs to the nearest printer using your CERN credentials for authentication.
VPN: Use the CERN VPN to access internal resources from outside CERN. Download the VPN client from the CERN software portal and connect using your CERN credentials.
Software: CERN provides licensed software through the Software Portal (cern.ch/software). Available titles include Microsoft Office, MATLAB, and various development tools.

Check known issues: Before reporting, check the ServiceNow known issues page and the CERN IT status page for any ongoing outages or maintenance.
Basic troubleshooting: Clear your browser cache, try incognito/private mode, or try a different browser. Many CERN web services work best with Chrome or Firefox.
Contact Service Desk: If the issue persists, open a ServiceNow ticket with a clear description of the problem, any error messages, and steps you have already tried. Include your ticket number when following up.

Maintained by Efrén Rodríguez Rodríguez. Content and official sources are reviewed quarterly.