The Information Technology Infrastructure Library (ITIL®) is a framework of best practice approaches intended to facilitate the delivery of high quality information technology (IT) services. ITIL outlines an extensive set of management procedures that are intended to support businesses in achieving both high financial quality and value in IT operations.

For Matrix42, the service concept is not only a theory, but plays a major role in practice and is reflected in the software’s structure and functionality. For instance, the Matrix42 Service Management Solutions features strongly networked IT processes, automation of standard processes and seamless communications between users and the IT department. Matrix42 ensures that IT organizations can act as service providers within their own company; this requires a transparent IT service portfolio and equally transparent cost. With the Matrix42 Service Store,  it is possible to retrieve information at the push of a button – an ITIL-based, future-proof and simple procedure.

Matrix42 Client Lifecycle Management supports the operative IT processes in companies by helping to automate tasks and making the management of IT assets repeatable and predictable. The automation of the processes makes it easier to support and adhere to the company’s policies and agreed service levels. Matrix42 transparently hosts the configuration items (CI) information for the IT organization across all functional areas. This information is easily accessed and can be used to monitor the functioning of governed IT processes as well as to evaluate the quality of the services delivered.

Matrix42 Client Lifecycle Management is an important component of the “Service Support” practice; it provides automation of the processes needed in ensuring that the users have access to the appropriate services needed to support the business.   In addition Matrix42 offers standardized open interfaces to facilitate integration and information sharing with other federated IT services and functions.

• “Service-Desk” function
• Incident Management
• Problem Management
• Change Management
• Configuration Management
• Release Management