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Enterprise Service Management

Inspire your customers with excellent service and offer your employees the best employee experience. Satisfied customers are the key to increase revenue and productivity. Outstanding service quality starts with satisfied employees. They need an efficient workspace to deliver high service quality.


Achieve more with less effort


Automatic Self Service

Get your Service Catalog up and running in no time by using your existing IT landscape.​

  • Enable and configure one of the many out-of-the-box connectors to Azure, AWS, Google Cloud or your Unified Endpoint Management solution​.
  • The connectors will automatically and continuously import all software packages, cloud resources including their consumption, devices and their inventory. The system will automatically create services for your Service Catalog based on those data.
  • All that’s left to do now is to publish these services. Your users can order them in the Self-Service Portal and they will be automatically deployed without any additional work​.


Cloud Expense Management​

Working in the cloud is easier than keeping it in order. Gain transparency and optimize your cloud spending proactively​.

  • The out-of-the-box integrations with Azure, AWS, Google and many others sync all devices, services and costs into your Add-On Matrix42 Cloud Expense Management​.

  • Find out which cloud services are the cost drivers and how you can optimize them​.

  • Due to the integration with the Service Catalog and the build-in Configuration Management Database (CMDB) you can directly orchestrate changes to optimize your cloud costs.


Expand ITIL and your processes with an intuitive low-code platform​

All the Matrix42 products are built with the Matrix42 low-code platform consisting of the SolutionBuilder for everything you can see and touch, and the Workflow Studio for all processes and automation. And the best thing - it’s all at your fingertips.​

  • Firstly open the Layout Designer in the low-code SolutionBuilder from a dialog, the navigation, a dashboard or any other User Interface (UI) element​.
  • Create, adjust and extend all the screens via Drag & Drop without worrying about responsiveness – the Matrix42 low-code SolutionBuilder will take care of this.
  • Automate and design your processes the same way with the Workflow Studio and make your Service Management a true powerhouse​.


FireScope Secure Discovery and Dependency Mapping (SDDM)

Lack of transparency in a complex infrastructure increases both the risk of failure of important business services and the security risks from unrecognized devices or IT changes. Or it could be that companies want to migrate to the cloud but do not know the dependencies between components. This is where FireScope Secure Discovery and Dependency Mapping (SDDM) comes into play. IT organizations receive a tool to navigate their IT landscape with the following scope of services:

  • Automated capture of the complete IT infrastructure including the mapping of all IT assets to critical business services laid out as a service map 
  • Identification of critical business services and documentation of their composition  
  • Determination of the usage level of IT assets to ensure investments in relevant services only  
  • Changes to the IT landscape and their impact on business services are captured in real time  
  • Automatically update and maintain CMDB data  
  • Accelerate troubleshooting through faster root cause identification of incidents

FireScope Secure Discovery and Dependency Mapping (SDDM)


FireScope Service Performance Manager (SPM)

Keep your business services in top shape and proactively avoid costly service outages using FireScope Service Performance Manager to analyze and monitor the performance and quality of your IT infrastructure with:

  • An overview of performance status and deviations from KPIs 
  • A risk assessment of planned IT changes on business services, avoiding costly service interruptions in advance 
  • A proactive alert on SLA shortfalls 
  • Predictions on when capacity will impact service delivery


Three good reasons to choose
Matrix42 Enterprise Service Management

Matrix42 Enterprise Service Management can be obtained from the cloud, operated on-premise in your own infrastructure or in a hybrid model.

Transformation of IT to a service provider

Reduce the burden on IT with standardized service processes in one solution. Optimized costs and consistent processes increase the contribution of IT to your success.


Optimization of license, contract and asset management. Compliance is taken care of - even in the cloud.

Cost-optimized, integrated processes

Automated delivery of software and services via self-service and zero touch IT

  • Fast and easy employee on-boarding: an outstanding employee experience starts with the on-boarding process. Ensure high productivity and satisfied employees.

  • Flexible 24/7 self-service: provide your employees easy and secure access to apps and services, even when they are on the road. At the same time, you take a burden off your IT.

  • (Cloud) service integration: easily and securely integrate external and internal services into your existing service offer.

  • Standardise and automate processes: automate processes that were previously carried out manually. You save valuable time and resources.

  • Faster service delivery: let your users register their new devices themselves. Apps and services are automatically deployed based on their user profile. Your IT is further relieved and the provisioning is accelerated.

  • Increase transparency: keep focussed on your service portfolio. This includes the management of your services, contracts, service descriptions, costs, usage rates and, of course, profitability.

  • Reduce service costs: optimize your service costs and the lifecycle of all IT assets and licenses.

  • Make better decisions: benefit from more up-to-date and qualitatively higher service information in advance of planning processes, audits or negotiations with your customers.

  • IT as a service provider: as a service provider, you benefit from the best practices of an ITIL®-compliant IT service management solution and make a greater contribution to achieving business goals.

The Forrester WaveTM: Enterprise Service Management, Q4 2021
Enterprise Service Management

The Forrester WaveTM: Enterprise Service Management,
Q4 2021 - Matrix42 named Strong Performer

Read the study

Best Practice Service Management

ITIL® 4 and ITIL® v3 compliant and certified for excellent service


Matrix42 Enterprise Service Management

With Matrix42 Enterprise Service Management you standardize and manage all IT and non-IT processes and services from provisioning to Service Lifecycle Management and End-of-Life (EoL). Integrated Configuration and Asset Management provides visibility into the status of all service components, enabling you to quickly restore service quality in the event of productivity limitations or security incidents. In addition, you optimize costs and ensure data security and compliance.

Matrix42 Service Management
Service Management
Offer next generation services! This way you can reduce the burden on IT, optimize your costs and achieve more with less effort.
Matrix42 Software Asset Management
Software Asset Management
Optimize your license, contract and asset management. Ensure compliance across all platforms - even in the cloud.
Digital Workspace Platform
Digital Workspace Platform
Adapt your solution, not your requirements. Increase productivity and safety. Unified user experience on every browser and device.


Increase your productivity

Out-of-the-Box Integration

Matrix42 Service Management is natively integrated with the holistic Matrix42 Digital Workspace Management suite. You work across processes and departments on a central platform, in a continuous process and with a central user interface. You can easily integrate additional solutions via existing interfaces.

Digital Workspace Platform

  • ServiceNow
  • LanDesk Inventory (Ivanti)
  • Microsoft Office 365
  • BPMN Workflow Integration
  • Heat DSM 7 (Ivanti)
  • Microsoft Azure
  • Citrix
  • 8MAN
  • Amazon Web Services (AWS)
  • VMWare Airwatch
  • Breeze BI
  • Google Cloud
  • VMWare ESX
  • AppSphere ScriptRunner
  • Microsoft Hyper-V
  • SAP Solution Manager
  • Microsoft Power BI
  • Serve&Charge
  • Lakeside Software
  • Microsoft SharePoint
  • and many more
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Case studies of satisfied customers

Company Logo Magna International Europe GmbH
Case Study
User-friendliness and cost efficiency through service management
Company Logo KWS SAAT SE & Co. KGaA
Case Study
Process automation without media breaks
Company Logo Gemeinde Horw
Case Study
Away from Excel - Onboarding and service processes redefined
Company Logo Magna International Europe GmbH
Case Study
User-friendliness and cost efficiency through service management

Gartner Reviews

Read the latest Gartner reviews about Matrix42 in the areas of Software Asset Management, IT Service Management Tools and Unified Endpoint Management.

Software Asset Management

IT Service Management Tools