Axpo WZ-Systems’ modern Network Operation Centre (NOC) is ideally suited for efficient, reliable 24/7 support. The Service Desk is available around the clock as a single point of contact (SPOC) for malfunctions and questions, and guarantees competent customer support.
The NOC monitors and maintains all network-capable elements that customers have integrated into their networks. Monitor walls, lighting effects and audio visualise and signal the operating states of the systems. Measures and interventions are initiated immediately and interventions are monitored live. The NOC also offers extremely efficient remote support for technicians in the field. An in-house computer centre of the latest generation with generously designed capacities serves as a location for servers and hosting applications.
State-of-the-art technologies and tools combined with established and standardised service and operating processes ensure technical operational readiness even in exceptional situations. The NOC is designed for the "Switzerland-Dark" crisis, which is why all systems are designed with multiple redundancies. In addition, an emergency power supply ensures reliable operation.
The site is equipped and connected with a fixed network via geographically separate access points as well as with multiple microwave connections. These network connections are ensured by several providers and specially secured network connections to the Axpo data network.
Structural measures, electronic monitoring, maximum access protection and recording of all accesses ensure security in the NOC.
Early fire detection and an automatic extinguishing system are additional, important protective measures that have been specially designed for the NOC.
The service desk accesses the highly available technical infrastructure of the NOC and is closely embedded in the process landscape. The service desk serves as a single point of contact (SPOC) in the event of malfunctions, queries or inquiries and assumes primary responsibility for many operational processes.
The service desk is available around the clock, 365 days a year in several languages (German, French and English) and is the central hub for service operations according to ITIL.
The Information Technology Infrastructure Library (ITIL) describes in 26 predefined processes the components and processes of the entire life cycle of IT services in IT Service Management (ITSM) in a best-practice approach. The practical assignment of activities is based on roles and functions.
Axpo WZ-Systems' service organisation and processes were defined on the basis of the ITIL framework.