The transformation led to more effective, structured IT management aligned with business objectives.
The Tea Group is a multi-utility company made up of several entities operating in the energy, environmental, water, and waste management sectors. Headquartered in Mantua, with over 650 employees and with a revenue of €496.8 million in 2024, Tea S.p.A. SB designs, delivers, and manages services aimed at addressing public needs, territorial development, social utility, and environmental protection.
As a public benefit company, publicly owned and participated by local municipalities, Tea operates ethically, responsibly, and sustainably toward people and communities. With a strong commitment to environmental sustainability, Tea manages strategic infrastructures such as gas and district heating distribution, public lighting, and thermal systems. It designs smart green services, promotes the growth of renewable energy communities, and is actively engaged in clean energy production.
The Challenge: A modern, scalable, business-oriented, AI-driven IT governance
Business evolution and the growing expectations of internal stakeholders led the Tea Group’s IT department to undertake a deep transformation journey. The goal was not just technological but strategic: to evolve IT from a support function into a proactive partner capable of delivering more accessible, transparent, and efficient services across the organization.
To achieve this, it was crucial to adopt a model based on listening and operational efficiency. While functional, the previous system lacked two key capabilities: ITIL-compliant flow management and advanced automation.
The Solution: HaloITSM, AI-native and integrated into Tea’s digital ecosystem
To drive this transformation, Tea chose S2E as technology partner and the first Italian system integrator for HaloITSM. The project, which began in March and went live on June 16, led to the adoption of the cloud-native, modular, AI-ready HaloITSM platform, perfectly aligned with Tea’s needs for automation, governance, and scalability.
Through a high-value, multi-phase approach, including requirement analysis, portal configuration, UAT, go-live, training, and governance, Tea was able to:
- Centralize Incident, Request, Problem, and Change Management flows following ITIL4 best
- practices
- Activate a customized self-service portal
- Integrate HaloITSM with existing Asset Management and Monitoring tools
- Ensure structured IT governance
“This transformation was born from direct dialogue with business units. Together, we analyzed the critical points in existing IT processes. It became clear we needed to go beyond incident handling—we had to redesign our operations to offer a simpler, more accessible, transparent, and effective service,” said Carlo Burrafato, Head of Innovation and Data Analytics at Tea.
“This need guided every decision, pushing us to explore ITSM solutions with a broader Enterprise Service Management (ESM) vision. In S2E, we found the reliable, skilled partner we were looking for able to turn our shared vision into a tangible transformation aligned with our Group’s needs.”
The Results: Efficiency, automation, and seamless user experience
HaloITSM is a SaaS solution built on the ITIL framework, known for its high flexibility, power, and usability. It transforms operational inefficiencies into modern, intuitive workflows focused on innovation, meeting the needs of an ever-evolving market.
It offers advanced capabilities for managing incidents, changes, service requests, assets, and SLA monitoring. As the first Italian partner to invest in HaloITSM, S2E is bringing this platform to mid-sized enterprises, complex organizations, and public institutions like Tea S.p.A.
“At S2E, we don’t just provide solutions, we co-create innovation journeys with our clients,” says Mario Cubello, Business Line Manager at S2E. “With HaloITSM, we introduced to Italy a modern, scalable model capable of revolutionizing traditional ITSM through automation, artificial intelligence, and fast delivery.”
“The Tea project is a perfect example of applied innovation: starting from real needs, we co-designed a tailor-made solution, immediately achieving tangible benefits in terms of operational efficiency and governance,” adds Francesco Pio Magro, Deputy BL Manager at S2E.
In similar contexts, the adoption of HaloITSM has proven to generate concrete benefits in terms of operational efficiency and process automation. Specifically, the platform typically enables:
- Up to 35% reduction in MTTR (Mean Time To Resolution)
- Automation of 50% of standard request flows
- Reduced operational workload for the IT team, allowing more focus on core activities
- Greater governance, thanks to trackable and measurable workflows
- Improved user experience, with an intuitive and responsive interface
- Increased flexibility in handling requests from different teams through a unified interface
Following the success of this project, HaloITSM is now being implemented in another division of the Tea Group, responsible for insurance claims management. Here too, the S2E approach is 100% tailor-made, with the goal of replicating the successful model already adopted.