Client background & business context

  • Client: a global leader in innovative lighting products, as well as intelligent and connected lighting solutions 
  • Solution: We offered support with managing their digital workplace via day-to-day infrastructure administration and maintenance, as well as support for client devices, Active Directory, Exchange, SharePoint infrastructure, and Office 365 


After multiple organizational and IT changes, our partner was facing difficulties in bringing all their subsidiaries to HQ standards from a technological point of view. 

Due to the low flexibility caused by a lack of cloud adoption, and the large backlog of required changes, they decided that the most cost-effective solution is to find a technological partner to manage their day-to-day IT operations. Specifically, they required an end-to-end service for monitoring their platforms, on-call services for their Azure/Bluemix, Exchange, and SharePoint environments, and 2nd and 3rd level operations and support. 

Our approach

Our team of ten engineers, consultants and Service Manager defined and split responsibilities with the client in the form of a RACI matrix, offering a complete support solution consisting of: 

  • Service Request, Incident, Change and Problem management according to ITIL practices 
  • Professional 24/7 monitoring and on-call service for Prio 1 incidents affecting the infrastructure  
  • Client health of the entire environment with a compliance of 99% over 5 years  
  • Continuous delivery on a managed-service model  
  • Problem and Change management process established via our Service Management business line 
  • Management and establishing of an end-user training process for Microsoft SharePoint and Teams 


  • Exchange server 2016  
  • Exchange online  
  • SharePoint 2013  
  • SharePoint Online  
  • Skype for Business  
  • Teams  
  • OneDrive  
  • Active Directory  
  • Azure Active Directory  
  • SCCM  
  • Intune  

Other Microsoft 365 apps:  

  • Yammer 
  • Delve 
  • Forms 
  • Planner 
  • ToDo 


With our help, the company could focus on their business objectives with the knowledge that their day-to-day IT operations were running smoothly and securely, without unexpected challenges like unpredictable costs or lack of infrastructure or training. We also brought the following benefits: 

  • Reduced administrative efforts via automation  
  • Better cost and delivery predictability due to clear responsibility and transparent price model  
  • Increased Office 365 end user adoption  
  • Collaboration and productivity maximized, leveraging Microsoft 365 products 

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