Client: Thüga Aktiengesellschaft

With around 100 municipal utilities, the Thüga Group forms the largest cooperative network of municipal energy and water service providers in Germany. Through joint representation of interests, cooperations, bundling of services, and collective research and development activities, they secure their individual competitiveness. Together, the companies of the Thüga Group drive the energy transition locally and develop intelligent solutions for the livable city of the future. The network is moderated by Thüga Aktiengesellschaft, headquartered in Munich. With more than 200 employees, it develops and expands the network, supports municipal companies in their further development with extensive consulting services and other services.

Initial Situation and Challenges

The primary goal of the transition project was the complete transfer of end-user support, onsite support, and field services, as well as the IT infrastructure from the previous IT service provider to digatus. Furthermore, it was necessary to design and implement a holistic Service Integration and Management (SIAM) approach tailored to Thüga’s requirements. SIAM serves to manage and integrate multiple service providers to ensure uniform and efficient delivery of IT and business services. The most significant challenge during the project was to ensure a smooth transition to guarantee continuous operation and quality of IT services without interruptions and to monitor the performance of all external IT service providers in the future.

Solution

To guarantee successful support for the client, digatus provides a dedicated service team consisting of IT support, infrastructure, SIAM, and Service Delivery Management (SDM). This enables comprehensive support for the client’s requirements in the areas of applications, hardware, security, or IT consulting.

The focus in the support area was initially on process analysis. For this purpose, the documented processes from the previous IT service provider were handed over to digatus, and a two-week shadowing phase was additionally carried out. IT support for Thüga Aktiengesellschaft is realized in two areas, divided into onsite and service desk support. Through direct personal contact, the IT service provider’s accessibility is ensured for the client’s employees. This achieves efficient communication, flexibility, and response time for users’ concerns and requests both on-site and remotely.

The infrastructure area took care of the takeover and revision of the existing Azure and M365 environment. During the transition, the focus was also placed on migrating systems to the cloud environment. Through close collaboration between the infrastructure and support teams, efficient management and support of Thüga Aktiengesellschaft’s infrastructure environment is enabled.

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

digatus understands the SIAM service section as a responsible service provider holistically from operational and strategic perspectives to achieve targeted synergistic effects of quality and costs. To achieve this, it was first necessary to define a common path of cooperation with eight IT service providers of Thüga Aktiengesellschaft and set up appropriate reporting.