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Operations & monitoring

The security of the systems operated by us is centrally monitored and controlled by our ISMS (Information Security Management System). Our focus is on the areas of security, availability, and performance.

 

Security and high availability

The design of our IT services follows the ITIL V3 Service Design. This includes not only the assessment of security and risk, but also the planning of the capacities required to implement future developments.

To ensure that our systems are secure we use only encrypted protocols, two-factor authentication, and the dual-control principle. Our employees continuously receive training so that they stay up to date and can meet current demands.

By using live replication, virtualization and the targeted walling-off of critical areas, we achieve a high degree of availability and cost efficiency.

 

Release management and change management

Every time a system is commissioned, the Release Manager continuously monitors activities in line with an ITIL Service Transition. This change management involves the sub-processes documentation, release test, and a formal acceptance.

To ensure a perfect match at all times between the productive system and the documentation, we use a solution which is based on the same data to generate the monitoring configuration as well as the documentation: Configuration management database.

At the core of our service operations is our auditable Event Management System. The centralized logging of all systems in real time along with auditable storage using RFC 3161 digital signatures gives us a complete and secure trail of all our operations. In this way, errors can be detected and fixed before they can affect operations.

 

Service desk with 24/7 standby

Our highly trained employees are available seven days a week to ensure seamless operations should malfunctions occur. Cross-company agreements ensure correct and smooth communications with the Service Desk and the employees in Problem Management.