Operation Support Center is a newly formed, yet provenly successful and experienced team within our operations department offering 24/7 service in listed technologies and services, mainly based on server administration in the IT-Infrastructure for customers. We are the front-line team handling all incoming inquiries internationally such as incidents and requests by using all kind of communication channels. In addition, the OSC is acting as a bridge between the customers/users and our internal L2 and L3 expert teams. Throughout all activities, we are performing according to the Operational Level Agreements (OLAs) by standards of knowledge of ITIL processes.