The European Patent Office (EPO) supports innovation, competitiveness, and economic growth across Europe by granting patents for products, ideas and inventions to researchers, inventors and companies from around the world.
The IT infrastructure and networks of the EPO support the daily business of more than 7.000 EPO employees, patent applicants, patent owners and other users from around the world.
Thus, the undisrupted and seamless operation of these IT infrastructure and networks, extending in 4 different European countries, is of utmost importance.
A five-year project has been undertaken in order to operate the Operations Control Center of the EPO, in the Hague.
Specifically, specialized engineers provide 24/7 proactive monitoring, maintenance and 1st level IT support services, for the EPO’s IT infrastructure and networks in the Netherlands, Germany, Austria and Belgium.
The provided services include:
- Continuous monitoring of the status of all IT services and infrastructure using dedicated tools and consoles/dashboards.
- Execution of standard actions in the context of change requests, incidents and regular routine tasks.
- Analysis and diagnosis of incidents from a technical perspective in order to best identify the source of faults.
- Resolution of incidents.
- Central point of contact for the management of communication between respective support teams.
- Early identification of problems, escalation and support to problem management.
- Maintenance of the EPO monitoring infrastructure.
- SLA monitoring and reporting, trend analysis and proposals for continuous improvements to enable the earlier identification and isolation of faults.
Through the OCC project, the EPO enjoys high quality IT infrastructure operations services that ensure high-availability, resiliency and business continuity of their IT infrastructure, which enables them to fulfill their mission by:
- Effectively implementing the EPO processes for patent filling, search and examination, opposition examination, patent granting and information.
- Securely communicating with the stakeholders (Patent Offices, Intellectual Property Offices, patent applicants, etc.) in their area of responsibility worldwide.
- Enforcing security policies and access control to sensitive/restricted data.