Customer: Thüga Aktiengesellschaft

With around 100 municipal utilities, the Thüga Group is the largest cooperative network of municipal energy and water service providers in Germany. Through joint representation of interests, cooperation, bundling of services and collective research and development activities, they secure their individual competitiveness. Together, the companies of the Thüga Group are driving the energy transition locally and developing intelligent solutions for the city of the future that is worth living in. The network is moderated by Thüga Aktiengesellschaft, based in Munich. With its more than 200 employees, it continues to develop and expand the network, supporting municipal companies in their further development with comprehensive consulting services.

Initial Situation and Challenges

The primary goal of the transition project was the complete transfer of end user support, on-site support and field services, as well as the IT infrastructure from the previous IT service provider to digatus. In addition, the aim was to design and implement a holistic Service Integration and Management (SIAM) approach adapted to the requirements of Thüga. SIAM is used to manage and integrate multiple service providers in order to ensure a uniform and efficient provision of IT and business services. The most significant challenge in the course of the project was to ensure a smooth transition in order to guarantee the continuous operation and quality of IT services without interruption and to monitor the performance of all external IT service providers in the future.

Solution

In order to guarantee successful support for the customer, digatus provides a dedicated service team consisting of IT support, infrastructure, SIAM and Service Delivery Management (SDM). This enables comprehensive support of customer-side requirements in the areas of applications, hardware, security or IT consulting.

The focus in the area of support was initially on process analysis. For this purpose, the documented processes were transferred from the previous IT service provider to digatus and a shadowing phase was also carried out over two weeks. IT support for Thüga Aktiengesellschaft is realized in two areas, which are divided into on-site and service desk support. The personal direct contact ensures that the IT service provider can be reached by the customer’s employees. This ensures efficient communication, flexibility and response times for the concerns and inquiries of users, both on site and remotely.

The infrastructure department took care of the takeover and revision of the existing Azure and M365 environment. In the course of the transition, the focus was also placed on the migration of systems to the cloud environment. Close cooperation between the infrastructure and support teams enables efficient management and support of the infrastructure environment of Thüga Aktiengesellschaft.

The task of a Service Delivery Manager and Service Integration Manager includes the performance measurement and performance optimization of the various internal and external processes and providers.

digatus, as the responsible service provider, understands the SIAM service section holistically from an operational and strategic point of view in order to specifically achieve synergetic effects of quality and costs. In order to achieve this, it was first necessary to define a common path of cooperation with eight IT service providers of Thüga Aktiengesellschaft and to set up a corresponding reporting system.