Alpiq
Optimizing IT Service Value Through Business and IT Realignment
The Challenge
Following the COVID years, the pressure on IT costs and service quality has continuously increased. This situation is particularly critical for Alpiq, which has two distinct IT organizations, each with its own processes, systems, teams, and operational models. The challenge is significant: we need to find the ideal approach to combine the best of both support organizations in terms of processes, tools, and teams into a single organization, supported by a single, optimized tool.
Our Approach
Our Solution
1
Analysis of the Existing Setup and Strategic Alignment to Evaluate Processes and Systems, and Determine Potential Improvements.
2
Development of Design Principles and Co-Creation of the New IT Support Model, Defining the Structure and Processes of the Target Model.
3
Definition of the Roadmap and Formalization of the Support Model, with the Implementation of an Action Plan Including Workload Estimates to Achieve the Objectives.
One IT Support Model
Establishing a single IT support organization for the group, providing a unified point of entry for users, supported by an ITSM tool that includes knowledge management and a set of unified and standardized processes for better service quality.
A Model Designed and Co-Created with All Stakeholders
The integration and involvement of all stakeholders in the co-creation process strengthened the alignment between business and IT, creating a collaborative culture and methods through harmonized processes and a strong customer focus.
Clear Objectives and Added Value
The roadmap provides a clear vision of the objectives and the path to be taken. Identifying critical value chains, standardizing processes and tools, and aligning IT with business have improved customer satisfaction, operational efficiency, reduced costs, and created new synergies across all areas of activity.
Domain Of Activity
Strategy
Business Analysis
Sector
Energy
Year
2022
ALPIQ is a leading electricity provider in Switzerland and across Europe, offering services in energy trading and energy optimization.
Our Other References
Want to learn more?
- How did our in-depth analysis and strategic alignment process help Alpiq evaluate their existing processes and systems?
- What were the key principles and steps involved in co-creating the new IT support model with Alpiq's stakeholders?
- How did the implementation of a unified IT support organization and ITSM tool enhance Alpiq's service quality and operational efficiency?