IT Operation

mX is the service product of PageUp AG for operation client and server infrastructures. Based on this operation-model, PageUp AG for years successfully operates standardised and automated IT infrastructures. Thereby the key of success are our operation processes according to ISO 20000 (IT service management) as well as defined workflows, which are the basics for all sequences of operations at service providing. In addition there are the employees of PageUp AG, which are working daily with enthusiasm and commitment, in order to find solutions and provide a smooth operation.
 

Today with mX PageUp AG is managing 2'387 client systems and is monitoring actively 312 servers all over Switzerland (inclusive South Germany). Annually our employees solve and attend to around 5'722 incidents, which are announced by telephone, e-mail or via ticketing system. Thereby the lineup of such announcements can reach from a simple Word problem of a single user up to technical errors of server systems, by which an entire company can be affected. In addition there are 1'237 IMAC orders on an average, which have to be fulfilled. All these incidents and IMAC orders are initiated by end-users and/or IT responsible persons of the customer and are announced and authorized actively. Additionally around 946 maintenance tickets are yearly issued, generated automatically from the permanent server monitoring.

People working in the Servicedesk of PageUp AG are exclusively specialists. Accordingly the degree fo self-solving tickets in our Servicedesk, with 82.3% it is very high. Expressed in a different way, only a 17.7% of all tickets must be forwarded in-house to the 2nd-Level-Support. The response time (time of an incident-announcement up to the first action of PageUp AG) is less than five minutes in 89% of all cases of all customers and in 97% it still lies under a time of two hours. The solving time (time of the announcement up to the solving of an incident) is also less than two hours in 51% of all tickets.