A clearer service experience across the university with Matrix42 Enterprise Service Management
Savonia University of Applied Sciences is a large, multidisciplinary organization where support services assist thousands of users every day. The scale of operations requires clear processes and efficient service management. As service requests began arriving through multiple channels, Savonia recognized the need for a single service platform — one that would serve the entire organization, not just IT.
The introduction of Matrix42 Enterprise Service Management enabled Savonia to centralize services, clarify processes, and systematically build a service model that covers the entire organization.
From Email-Based Requests to a Centralized Service Platform
Before the transformation, Savonia used an open-source system that mainly supported IT. Many service requests arrived via email, and there was no shared visibility across support services.
As the number of services grew and collaboration between departments increased, it became clear that Savonia needed a solution that would:
- Bring all services into one channel
- Provide transparency into request handling
- Support departments beyond IT
- Enable integrations with other systems
Why Matrix42?
Savonia conducted a formal procurement process and evaluated several alternatives. The key selection criteria included:
- Suitability for organization-wide use
- Cloud-based architecture and integration capabilities
- Flexibility without heavy customization
- References and understanding of the higher-education sector
- Cost efficiency
Matrix42 best met these requirements and enabled expansion from IT Service Management (ITSM) to Enterprise Service Management (ESM).
“We wanted a platform that works today but also grows with us,” Karhemaa summarizes.
Implementation - A Practical, Step-by-Step Approach
Savonia went live with Matrix42 in autumn 2024. The implementation followed a phased approach. The first phase focused on IT Service Management, followed by a gradual expansion into new service areas.
Today, the platform supports a large share of Savonia’s support services, including:
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IT services
- Student and applicant services
- Communications services
- Travel and library services
- Information security and campus safety services
- Quality management-related services
HR services are planned as the next phase of expansion.
Clear improvements in Daily Operations
At Savonia, Matrix42 serves as a central service portal, where all requests are handled. The solution is used by staff and students, as well as partners and external users, through a dedicated guest portal.
All requests are logged, prioritized, and processed in a structured way. Users can track the status of their requests, and communication takes place directly in the portal.
Service requests are submitted through forms that guide users to provide the required information from the start. This reduces back-and-forth communication and speeds up request handling.
With the new solution, Savonia has achieved several tangible benefits:
In addition, integrations such as device management and connections to other systems have further improved the efficiency of service operations.
FastViewer - Faster Remote Support
As part of the solution, Savonia has implemented Matrix42 FastViewer for remote support.
Remote connections can now be established directly without codes or complicated instructions.
Looking Ahead: AI and Expanding Enterprise Service Management
Matrix42 Enterprise Service Management has helped Savonia move from fragmented service channels to one clear and well-structured platform. The solution supports daily service operations, improves the user experience, and provides a strong foundation for future development.
Savonia sees the Matrix42 platform as a foundation for continuous development. The next steps include:
- Integrating HR processes
- Developing software and license management
- Expanding the use of AI capabilities
- Building new integrations with systems used across the higher education sector
AI capabilities of the platform are already used in expert work, and the next step is to make them available to end users once the knowledge base becomes sufficiently comprehensive.
Savonia’s experience highlights three key principles:
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Start with a clear goal — one central service channel.
- Use standard functionality before introducing extensive customizations.
- Develop step by step and gradually involve different departments.
The flexibility and integration capabilities of the platform have enabled Savonia to respond quickly to new needs. Savonia’s goal was simple: one channel, a clear service model, and better service.
With Matrix42, this has now become part of everyday operations.
“The direction has been right from the beginning — and now we have a platform that grows with our organization,” Karhemaa concludes.
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