IT Service Management

M42 ITSM


Comprehensive IT Service Management, with full workspace integration

Matrix42  IT Service Management solves all your ITSM challenges with a comprehensive single solution. It fully integrates with all your physical, virtual, mobile, and cloud-based workspace environments, and covers all devices and services, regardless of ownership.

All functions

  • End-to-end business process integration

    Including eight major ITIL 2011 processes for any physical, virtual, mobile or cloud-based workspace (Incident Management, Problem Management, Change Management, Request Fulfillment, Service Asset & Configuration Management, Service Level Management, Service Portfolio Management, Service Catalog Management)

  • Integrated self-service portal

    Self-help options with access to a comprehensive knowledge base; automated break-fix scenarios; straightforward incident reporting and tracking, modification requests and a state-of-the-art service catalog with integrated approvals

  • Self-provisioning (ship-to-desk)

    Enables non-IT staff and users to reliably install, change, or replace computers without IT staff involvement

  • Service Level Agreements

    Automated agreement, compliance, and monitoring of service levels such as the time taken to deploy a newly requested and approved IT service

  • Integrated license, asset, and contract management

    Automatic compliance, license reporting, and application usage tracking

  • Comprehensive dashboards and reports

    For ad-hoc analysis of ITSM KPI and detailed reporting on every process

  • Enterprise App Store (Matrix42 Service Catalog)

    Self-service access and an integrated approval process for standardized bundles of company and public apps, within the terms of your corporate access and usage policies

Your benefits

  • Greater business agility through streamlined processes

    • Consolidated, efficient IT service management with one complete, best-in-class solution from a single provider
    • Integrated, automated self-service features for users
    • Drastically reduced compliance fulfillment cost and effort through built-in and automated compliance management
  • Lower business risk

    • Consolidated, efficient IT service management with a complete, best-in-class solution from the independent market leader in Germany
    • Innovative and proven technology that minimizes the risk of making necessary changes to your IT infrastructure
    • Secure integration of the most popular apps and cloud services into a controllable IT environment, eliminating the occurrence of a potentially dangerous ‘shadow IT’
    • Profound expertise and experience gained through thousands of successful deployments
  • Increased end-user productivity and satisfaction with IT

    • Efficient, effective working with fast, flexible and anytime, anywhere access to a personalized workspace on any device
    • Enhanced satisfaction with IT through closer consultation on user requirements and fast, self-service user access to the right applications, whenever they are needed
    • Fast issue resolution through transparent service levels
    • Smoother workflows by minimizing service downtime usually associated with hardware and software configuration, installation and updates
  • Optimized costs, maximum value

    • Free up resources with automated workspace management, and integrated self-service and compliance fulfillment features
    • Shortest route to ROI due to lean infrastructure requirements
    • Integration of asset, contract, and license management with usage analysis features that enable continuous IT cost optimization
    • Optimized ROI through ability to develop and use proprietary apps for core processes

Use Cases

Physical workspace automation

An employee wants a new app for his Windows, Apple, or Linux device.

Thanks to its integration with Matrix42 Physical, Matrix42 IT Service Management enables the employee to:

  • Make a self-service request via the integrated Enterprise App Store (Matrix42 Service Catalog) or native iOS app (Matrix42 iPhone and iPad apps)
  • Receive approval quickly thanks to automated communication and approval processes
  • Automate the installation of the app without help from IT staff
  • Ensure the app is invoiced correctly and automatically

Mobile lifecycle management (BYOD)

An employee wants to use his private smartphone at his workspace.

Thanks to its integration with Matrix42 Physical, Matrix42 IT Service Management enables the employee to:

  • Activate his device by using the self-service portal (Matrix42 Service Catalog) over his Matrix42 mobile app
  • Automatically send a configuration request
  • Receive a token-based authentication via e-mail following approval
  • Quickly access the corporate network, e-mail, applications and documents
  • Access simple single-sign on with secured authentication by using public key infrastructure-based certificates
  • Service desk staff can block access to corporate data on the device without affecting personal data and settings

Accounting for license compliance

A license administrator wants to check compliance status and identify opportunities for cost optimization.

Through its integration with Matrix42 Compliance, Matrix42 IT Service Management enables the employee to:

  • Check authorization against requirements based on a consolidated view of deployment and usage
  • Check for missing licenses, identify opportunities to return unused licenses and other potential cost-savings such as bundling product purchases
  • Document new license purchases and capture relevant data
  • Approve the new compliance status and send a corresponding update to managers

IT Service Management

IT Service Management