PATRIZIA achieves round-the-clock client service capabilities

Property company gains flexibility, reduces risk and cuts operational costs with managed services

Published on 04-Sep-2013

"While IQ Solution and IBM deliver reliable, cost-effective SAP applications and IT infrastructure, the PATRIZIA team devotes its energy to the next phase of growth, powered by customer service and using the SAP solutions to improve the value of the real estate portfolio." - Stefan Hütter, BI Systems specialist, PATRIZIA

Customer:
PATRIZIA Immobilien AG

Industry:
Professional Services

Deployment country:
Germany

Solution:
Business Resiliency, High Availability

IBM Business Partner:
IQ Solution GmbH, SAP

Overview

With around 600 employees in over ten countries, PATRIZIA Immobilien AG has been active on the real estate market as both an investor and service provider for nearly 30 years. PATRIZIA’s range includes the purchase, management, value increase and sale of residential and commercial real estate. As a recognized business partner of large institutional investors, the Company operates in Germany and other countries and covers the entire value chain in the real estate industry.

Business need:
In challenging market conditions, real-estate company PATRIZIA AG wished to retain focus on customer service and added value. Complex IT systems diverted energy and effort from the core business aims.

Solution:
PATRIZIA chose IBM® Business Partner IQ Solution GmbH and IBM Global Technology Services® to provide managed ERP IT infrastructure services, offering 24/7 capabilities for the first time through the IBM Service Operation Center in Erfurt/Leipzig, Germany.

Benefits:
PATRIZIA has enhanced customer service through improved application reliability, reduced business risk with enhanced system resilience, and cut IT operational costs.

Case Study

To read a German version of this case study, click here.

With around 600 employees in over ten countries, PATRIZIA Immobilien AG has been active on the real estate market as both an investor and service provider for nearly 30 years. PATRIZIA’s range includes the purchase, management, value increase and sale of residential and commercial real estate.

As a recognized business partner of large institutional investors, the Company operates in Germany and other countries and covers the entire value chain in the real estate industry. At present, the Company manages real estate assets worth EUR 10 billion, primarily as co-investor and portfolio manager for insurance companies, pension fund institutions, sovereign wealth funds and savings banks.

Consequently, PATRIZIA evaluated its ERP system strategy, and decided to migrate to integrated SAP solutions. To make this possible, PATRIZIA committed to deploying a new hardware platform, and build up the in-house expertise to operate the new SAP software reliably and efficiently.

Exploiting managed services for efficiency
As the company expanded geographically and won new business, the SAP and system administration workload grew significantly, drawing valuable IT staff away from positive business development roles.

The senior management team realized that IT systems operations might be better handled by an external service provider, enabling its internal IT team to focus on pro-active business analysis and support. The key objectives were to improve customer service by increasing system availability, reduce business risk by improving system resilience, and cut operational costs. The IT department looked for a strategic partner and could also focus on the core processes related to the ERP system operation.

Stefan Hütter, BI Systems specialist at PATRIZIA says, “The growing complexity of our IT environment made it difficult for us to keep up with the expanding infrastructure. We were looking for a strong partner able to support our complex operations. We have been working together with IQ Solution and IBM for a long time and decided to expand our successful collaboration by entrusting them with our SAP solutions.”

The joint IQ Solution and IBM team developed a tailored full-service contract to meet PATRIZIA’s requirements, based principally on service level agreements that serve the company’s demanding customers. In particular, the managed service delivers 24/7 coverage, an important customer service improvement that PATRIZIA had previously been unable to provide.

Robust technology to enable business objectives
IQ Solution and IBM operate the company’s extensive SAP ERP application landscape on an IBM Power® 750 server running the IBM AIX® operating system and the IBM DB2® database. A flexible storage area network provides storage capacity through two IBM System Storage® DS5100 storage arrays, managed centrally using the IBM Tivoli® Storage Productivity Center. The service contract also includes the backup and recovery solution based on IBM Tivoli Storage Manager and two IBM System Storage TS3200 tape libraries.

The IBM Service Operation Center in Erfurt / Leipzig established an advanced remote monitoring system, following IT service management industry standard IT Infrastructure Library (ITIL) processes, and highly skilled IT administrators and support specialists are on call 24 hours a day to ensure the highest possible system availability.

Reduced complexity and increased reliability
By moving to a managed service solution operated by the IBM Operation Center in Erfurt / Leipzig, PATRIZIA has reduced its IT complexity. Business executives now have a single point of contact to discuss all the challenges, and new requirements.

“In the past, we operated our systems in-house,” says Stefan Hütter. “The IQ Solution and IBM service greatly improves the reliability and availability of our business applications, an essential component in our drive to offer the best possible customer service. The operations team provides professional service and project management and allows us to quickly adjust our IT to changing requirements, so we can align business and IT much better.

“While IQ Solution and IBM deliver reliable, cost-effective SAP applications and IT infrastructure, the PATRIZIA team devotes its energy to the next phase of growth, powered by customer service and using the SAP solutions to improve the value of the real estate portfolio.”

Products and services used

IBM products and services that were used in this case study.

Hardware:
Power 750, Power Systems, Storage, Storage: DS5100, Storage: Tape & Optical Storage, Storage: TS3200 Tape Library, System Networking: SAN24B-4

Software:
AIX, Tivoli Storage Manager, DB2 for Linux, UNIX and Windows, DB2 for AIX, Tivoli Storage Productivity Center

Operating system:
AIX

Service:
GTS Data Center Services, GTS Integrated Technology Services, GTS ITS Server: Server Managed Services, IBM-SAP Alliance

Legal Information

© Copyright IBM Corporation 2013. IBM Deutschland GmbH, IBM-Allee 1, 71139 Ehningen, Deutschland. ibm.com/de. IBM Österreich, Obere Donaustrasse 95, 1020 Wien, ibm.com/at. IBM Schweiz, Vulkanstrasse 106, 8010 Zürich, ibm.com/ch. Produced in Germany. August 2013. IBM, the IBM logo, ibm.com, AIX, DB2, Global Technology Services, Power, System Storage and Tivoli are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the web at: www.ibm.com/legal/copytrade.shtml. IT Infrastructure Library is a registered trademark of the Central Computer and Telecommunications Agency which is now part of the Office of Government Commerce. ITIL is a registered trademark, and a registered community trademark of The Minister for the Cabinet Office, and is registered in the U.S. Patent and Trademark Office. IBM and IQ Solution are separate companies and each is responsible for its own products. Neither IBM nor IQ Solution makes any warranties, express or implied, concerning the other’s products. This document is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operates. The client examples cited are presented for illustrative purposes only. Actual performance results may vary depending on specific configurations and operating conditions. It is the user’s responsibility to evaluate and verify the operation of any other products or programs with IBM products and programs. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided.