Efficient IT service management integration at Atruvia
Harmonised and standardised with Orchestra 50 interfaces
The challenge at Atruvia:
Merging two ITSM worlds
Before the project began, Atruvia had two separate IT service management systems, each with its own individually developed interface landscapes. Following a company merger, the decision was made to merge both worlds into a single, future-proof ITSM system.
In the course of this harmonisation, the requirement arose to create a centralised system that would provide a uniform basis for processes, data flows and integrations. In preparation for the introduction of the centralised “USU IT Service Management” platform, existing heterogeneous interface solutions had to be replaced with standardised, reusable formats – without restricting the possibility of individual partner connections.
The project goal:
Establish harmonious standard interfaces
The biggest challenge was to combine different process and system logics from both legacy systems without compromising operational stability or maintainability. The aim was to establish harmonised standard interfaces that remain flexibly expandable while ensuring reliable communication with internal IT systems, external service providers and banking partners.
A key objective of the project was therefore to use standard solutions and create consistent, maintainable interface processes that enable long-term efficiency, transparency and scalability.
The solution:
Orchestra as flexible middleware for standardised integration
In the previous system landscape, interfaces to partners were usually defined on a very individual basis. Today, these connections are standardised and structured by Orchestra – while still allowing for targeted customisation at the middleware level.
Orchestra was introduced into the overall project by project partner USU, whose ITSM system “USU IT Service Management” was to be implemented. The low-code data integration platform Orchestra quickly proved to be a powerful alternative to internal interface development directly in the tool. Today, the middleware functions as a central integration platform for connecting third-party systems to the ITSM system “USU IT Service Management”.
Within a complex architecture model, a total of eight interface clusters were identified and successively mapped in Orchestra. These include internal systems, customer and service provider interfaces, and master data imports. The modular structure enables a clear separation of scenarios and facilitates maintenance.
Implementation:
Large-scale project in several phases
The overall project to introduce the new ITSM system ran for four years and involved around 20–25 project participants. The implementation of the Orchestra interfaces alone took around two years – starting with an initial six-month rollout, followed by continuous enhancements.
The implementation was carried out in close cooperation between Atruvia and soffico. This involved training, technical consulting and direct implementation services from soffico.
The results:
Standardised, stable and expandable
Today, over 50 interfaces with 36 specific scenarios are integrated via Orchestra. The platform processes more than 3.5 million synchronous web service calls annually – stably, efficiently and without failures.
By introducing Orchestra, Atruvia was able to:
Increase the maintainability of interfaces
Integrate individual partner solutions without compromising central governance
Laying the foundation for future expansions and adjustments
Master data processes, ITIL processes and customer service in particular benefit from the new architecture. Performance remains impressive even under heavy load – and soffico provides fast, expert support in the event of bottlenecks.
The system runs smoothly and meets all requirements – even with millions of enquiries every year, it never crashes. Should bottlenecks or minor errors occur, soffico’s support is very quick and helpful.
Atruvia AG – The digitalisation partner in the cooperative financial group
The company combines decades of expertise in banking and information technology. Its IT solutions and services, which are specially tailored to banks, range from data centre operations and the Atruvia banking procedure to app development. The company uses forward-looking technologies such as artificial intelligence and attaches great importance to process optimisation and regulatory compliance.
The company, with administrative headquarters in Karlsruhe and Münster and branches in Munich, Frankfurt and Berlin, currently employs more than 10,000 people in the group, who together generate annual consolidated sales of 2.2 billion euros. Atruvia’s customer base includes around 630 Volksbanken and Raiffeisenbanken in Germany, the companies of the cooperative financial group, and numerous private banks and companies from other sectors, including the ADAC. Atruvia supports around 153,000 banking workstations and manages more than 91 million customer accounts. With a good 26,000 self-service machines nationwide, the company ensures a smooth supply of cash across the country.
Franziska Wenger
