USU: What European buyers should know
We often work with clients who choose Matrix42 to replace their current USU IT Service Management - or they selected Matrix42 over USU to replace another solution. We want to share with you the most valuable lessons we have learned.
Experiences from the field
We acknowledge that requirements are different, and there are many factors to be taken into account when choosing a solution for ITSM, ESM, or Software Asset Management. As technology and process requirements change, we recommend evaluating your current requirements against today's service management capabilities.
USU - an ITSM platform provider from Germany
USU from Germany provides IT service management and knowledge management solutions.
The platform provides incident management, change management, problem management, asset management, and service catalog capabilities. USU includes AI-powered features for ticket classification, automated resolution, and predictive analytics. The platform emphasizes integration with enterprise systems and supports multi-tenant architectures for managed service providers.
The company positions its USU IT Service Management platform for large enterprises and service providers operating complex IT environments.
Key features include self-service portals, workflow automation, SLA management, and comprehensive reporting. The platform uses machine learning for pattern recognition and proactive issue detection.
Pricing follows an enterprise licensing model negotiated based on organizational scale and requirements. USU offers both cloud and on-premise deployment options.
The USU trademark is owned by USU Software AG.
Gartner Peer Insights ratings
USU IT Service Management received ratings across Gartner Peer Insights 2025 categories that reflect its market positioning.
The platform scores 4.4 for overall rating, 4.5 for ease of evaluation and contracting, 4.3 for integration and deployment, and 4.3 for service and support. The range for scores is 1 to 5.
These ratings represent feedback from organizations operating USU IT Service Management in various enterprise contexts.
Ratings as of November 2025
European buyers should consider specific aspects
Putting it all together for a busy reader
| Matrix42 | USU | |
|---|---|---|
| Headquarters |
✅ Frankfurt, Germany
Matrix42 operates under EU corporate law and jurisdiction |
✅ Möglingen, Germany
German company with European focus |
| Deployment Model | ✅ Multiple On-premises, private cloud, managed cloud, and SaaS options | Cloud and on-premise options available, although all product features may not be available for all options. |
| Target market focus | ✅ Mid-market to enterprise with accessible implementation approach | Primarily large enterprises and managed service providers; complex IT environments |
| Implementation approach | ✅ Rapid time to value with streamlined deployment methodology | Enterprise implementations that may require customization. Implementations can sometimes take longer and be intensive. |
| Configuration Complexity | ✅ Low-code workflows and intuitive configuration enabling business user adaptation | Configuration and adapting workflows may require specialized skills and technical expertise. Low-code capabilities vary by product. |
| User Experience | ✅ Modern, intuitive interface designed for employee self-service and agent productivity | Interface modernization ongoing |
| Platform Architecture | ✅ Modern AI/automation architecture built for contemporary enterprise needs | Platform architecture may reflect technological heritage; modernization in progress |
| Endpoint Management | ✅ Single unified platform integrating service management with comprehensive Unified Endpoint Management | Endpoint management needs to be integrated as a separate solution |
| Pricing model | ✅ Transparent pricing model with clear, predictable cost structure and fast adaptation to changing needs | Enterprise licensing; pricing complexity and adaptation timelines vary case-by-case |
| ESM Expansion | ✅ Native Enterprise Service Management for HR, Facilities, Finance with unified platform approach | ESM capabilities available on a platform primarily optimized for IT service management |
Implementation complexity and time to value
Organizations other than large enterprises and managed service providers should evaluate whether the enterprise-scale approach aligns with their implementation capacity and timeline requirements. The deployment experience can involve significant customization, extensive configuration, and longer time to operational readiness compared to more streamlined alternatives.
Configuration and adaptation requirements
To get most out of the platform, technical skills and specialized knowledge may be needed. Organizations planning to adapt workflows, modify processes, or customize the platform should evaluate their internal technical capabilities or factor in ongoing consulting costs. The learning curve for administrators and developers can be steep for people familiar with modern low-code alternatives.
User experience modernization
Some organizations may find user interfaces with longer heritage requiring more training than modern consumer-grade alternatives.
Service desk agents and end users accustomed to contemporary software experiences should test the platform thoroughly to ensure it meets usability expectations and won't create adoption resistance.
Platform architecture and modernization
Organizations making long-term platform commitments should understand the architecture's foundation, assess the roadmap for continued modernization, and evaluate how legacy components affect performance, scalability, and integration capabilities.
If AI and automation capabilities have been added to an existing foundation, buyers should assess whether these features match the native integration and ease of use of the alternative solutions.
Endpoint management
Service desk teams requiring integrated device management, remote control, patch management, or unified asset visibility must implement separate endpoint management solutions. This creates additional licensing costs, integration complexity, and potential gaps in service resolution workflows.
Organizations seeking unified service and endpoint management should evaluate the total solution cost and integration effort required to achieve the desired operational efficiency.
Pricing structure and negotiation
Enterprise licensing model may involve case-by-case negotiation based on organizational scale and requirements, creating uncertainty during budgeting and make it difficult to predict costs for growth or capability expansion.
Organizations should invest time in thorough pricing discovery, clarify all cost components, and understand how pricing changes with organizational changes or additional requirements.
ESM capabilities and platform breadth
Organizations with significant ESM expansion plans for HR, Facilities, Finance, or other departments should evaluate whether the platform provides the native functionality, user experience, and process maturity needed for non-IT service delivery.
Achieving comprehensive ESM may require additional configuration, customization, or supplementary tools compared to platforms designed with multi-department service delivery as a core capability.
What customers have found valuable from Matrix42
Implementation efficiency and time to value
Customers appreciate Matrix42's streamlined implementation methodology that enables faster deployment and quicker achievement of operational readiness, reducing time to value and minimizing disruption to ongoing operations.
Low-code workflows and easy configuration
Organizations value Matrix42's intuitive, low-code approach to workflow configuration that enables business users and administrators to adapt processes without requiring specialized technical skills or extensive consulting support.
Modern AI and automation
Customers benefit from Matrix42's contemporary platform architecture built with AI and automation as native capabilities, rather than added to legacy foundations, providing more seamless integration and practical value delivery.
User experience excellence
Organizations appreciate Matrix42's modern, intuitive interface that meets contemporary employee expectations for self-service and provides service desk agents with productive, efficient workflows that require minimal training.
Transparent pricing and fast adaptation
Matrix42 customers value clear, predictable pricing structures and the ability to quickly adapt licensing to changing organizational needs without complex renegotiations or extended timelines.
Single platform with strong UEM
Customers benefit from Matrix42's unified architecture that integrates comprehensive Unified Endpoint Management with service management, eliminating the need for separate tools and complex integrations while enabling efficient service resolution.
Customer satisfaction
Organizations consistently report high satisfaction with Matrix42 across deployment types and company sizes, reflecting the platform's ability to meet diverse needs with reliable performance and responsive support.
Your Cloud, Your Choice
The public cloud isn’t for everyone, especially if you need to keep your data on-premises or in your home country. With Matrix42 you can choose the hosting model that suits you best —giving you all the benefits of cloud with as much flexibility, control and data sovereignty as you need.
3 ways to deploy your Matrix42 software
Matrix42 Cloud
The perfect solution if you need systems and data to stay within your home country. We partner with a trusted cloud infrastructure provider in your country to host your Matrix42 solution, and we manage the software for you on a SaaS basis.
Matrix42 Private Cloud
An ideal model if you need to keep your data in a specific data center, but don’t want to manage the software yourself. You choose the data centre and manage the contract, and we manage the Matrix42 solution for you on a SaaS basis.
Matrix42 On-Premises
Ideal for organizations that need to manage and operate software entirely in-house. You deploy your Matrix42 solution on-premises, and manage it yourself with expert support from us, giving you full autonomy and control.
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