DATAGROUP provides end user services and client management for more than 9,000 IT workstations
When the lights go on in the kitchen in the evening in Munich and the surrounding area, hot water comes out of the tap and dinner is cooked, then IT services from DATAGROUP are everywhere. This is because the IT service provider is responsible for the IT equipment and IT service for around 9,000 workstations at Stadtwerke München (SWM). DATAGROUP is required to deliver top performance at all times, as the SWM employees also look after critical infrastructure from their workplaces: day after day, they ensure that the energy supply, public transportation and much more in and around the Bavarian capital "run smoothly".
DATAGROUP services make a lasting impression
Some time ago, DATAGROUP convinced SWM to outsource IT services in the area of client management to the IT service provider. DATAGROUP scored with its services by creating uniform standards for client management and software rollout , among other things. This reduces the time required as, for example, decisions on the provision of software can now be made more quickly and this can then be made available to end users more quickly.
These initial successes are the basis for SWM not only extending the existing contract with DATAGROUP, but also significantly expanding it. Since then, the IT service provider has been responsible for SWM's
- Client Management,
- Service Desk,
- Onsite and Field Services with local and mobile service points.
Client management for around 10,000 end devices
In the area of client management, DATAGROUP looks after around 8,400 Windows and more than 100 Mac end devices as well as around 1,500 mobile devices, a number that is constantly growing. From the operating system and specialist applications to updates and patches, DATAGROUP ensures fast and smooth deployment. More than 500 software packages are currently available for SWM employees to support their diverse tasks. In addition, DATAGROUP is currently converting the management software for mobile devices from MobileIron to Microsoft Intune.
Some of the SWM clients are located at the company's 100 or so sites in and around Munich. There are also IT workstations in swimming pools and power plants. Each of these clients must be reached regularly and equipped with the necessary software and, in particular, the important security updates. This is precisely where DATAGROUP's standardized approach provides support, as it creates the necessary transparency. Clients are often the first gateway for cyber attacks, which is why it is very important to provide updates quickly and constantly.
IT worries? Service desk and mobile service point as points of contact
The DATAGROUP experts at the Service Desk are the IT contact persons for SWM employees. With the help of a support team in the background, they resolve an average of more than 3,500 queries per month. SWM employees can reach them by e-mail, telephone or via a web portal. This service at the "single point of contact" for IT is particularly challenging, as the infrastructure managed by SWM means that work has to be carried out around the clock and sometimes with very fast response times.
DATAGROUP also operates a service point at the SWM Campus in Munich as a personal point of contact for all SWM employees. From Monday to Friday, DATAGROUP contact persons are available all day at a central location on the campus. They provide unbureaucratic support there, e.g. by issuing small spare parts, answering questions or solving difficulties together with employees directly on their end devices.
Site support from the Onsite and Field Service
DATAGROUP's IT service offering at SWM is rounded off by field service. If difficulties with the IT cannot be solved remotely via the service desk, DATAGROUP employees visit the affected end users directly at their workstations. This can happen, for example, if hardware needs to be replaced. However, DATAGROUP also supports cash register and admission systems in swimming pools and SWM canteens with its field service.
In addition, mobile service points are also offered at various locations. Contact persons come to individual locations on fixed days of the month. This offer arose from the positive experience of the Service Point on the SWM campus. This means that SWM employees at smaller locations can also discuss their IT concerns in person.
- Standardization of software rollout processes creates transparency, security and measurability
- Provision times for software packages have been significantly reduced
- High and easily comprehensible overall resolution rate for Stadtwerke München in the event of problems
- Relief for Stadtwerke München's IT department
"Especially in our industry, which deals with critical infrastructure, reliable IT, as offered by DATAGROUP, is crucial. The DATAGROUP contact persons provide excellent IT service in the background as well as directly for our employees. In the service desk and at the service points in the locations, IT is given a "friendly face" and the employees a "helping hand", even with supposedly minor difficulties - that is very well received."
The project in figures
 around 9.000end users supported |
 around 3.500service desk tickets per month |
 more than 90field service locations supported |
 around 10.000Windows, Mac and mobile devices supported |
About Stadtwerke München
As the municipal energy expert for the state capital of Munich, Stadtwerke München (SWM) is one of the largest energy and infrastructure companies in Germany. They supply the city with safe and climate-friendly energy (electricity, natural gas, district heating, district cooling) and fresh drinking water. SWM also operates 18 indoor and summer swimming pools. Its transport subsidiary MVG is responsible for environmentally friendly and city-friendly mobility by subway, bus and streetcar as well as with new innovative mobility solutions. The SWM Group employs around 10,000 people. Group turnover amounted to 8.3 billion euros in 2021.
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