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ENTERPRISE SERVICE MANAGEMENT

Enterprise Service Management – Rethink automation

Matrix42 Enterprise Service Management accelerates processes and reduces costs - beyond IT. Increase enterprise-wide performance with automated service processes.

First-class services at the touch of a button – for customers and your employees


A quick solution for their problems - that's what customers expect, and that's what your employees want, too. Whether it's customer support, the provisioning of software, setting up a new IT workplace, taking over the company car, questions about the company pension, travel booking or facility management – everyone expects service at the push of a button!


As an IT or business department, would you like to provide transparent and easy access to your services, automate ordering, approval and provisioning processes - including the reconciliation and booking of licenses - and at the same time having control over all costs and their allocation, as well as all service components and associated contracts? Then learn more about Matrix42 Enterprise Service Management.

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

Matrix42 named Strong Performer

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USE CASES

Set Up Service Processes with a Customer-Centric Approach


Ensure fast, efficient, and transparent IT processes for delivering technology and business services to customers and employees – whenever, wherever and whatever they need to be productive. Based on ITIL best practices, Matrix42 Enterprise Service Management (ESM) helps facilitate your IT and business service  processes – whether it pertains to employee onboarding, application deployment, hardware, or any other enterprise-grade services.

OPTIMIZE PROCESSES WITH A SELF-SERVICE PORTAL

Expedite Employee Onboarding with a User Friendly, Self-Service Portal

Automate your service processes regardless of IT staff availability. Employees can easily be onboarded within an hour with Matrix42 ESM. This intuitive self-service portal frees up valuable IT resources by centrally managing employee requests and associated information - allowing for automated configuration, easy ordering of new IT workstations, and simpler inventory management.

AUTOMATE ITSM AND SERVICE PROCESSES 

Services at the Push of a Button: Standardized Provision of Service Portfolios and Service Processes 

With Matrix42 ESM you can integrate new IT and business services as well as automate underlying service processes in accordance with ITIL without disruptions – whether you’re considering Office 365 applications, a Dropbox account, or entire fleet management. Process can be consistently managed from ordering and provisioning right through to billing, so services are quick and convenient – all on a single platform.

USE ITSM AND UEM TO AUTOMATE SERVICE PROCESSES 

One-Hour Employee Onboarding: Self-Serve IT

You can use Matrix42 ESM to configure and order your IT workstation conveniently in the store. All UEM, IT service management, and compliance processes run automatically and without media disruptions, from approval and installation of operating systems to software and security, including inventory and billing. 

WHITE PAPER

From ITSM to Enterprise Service Management  


This practical guide explains to IT managers: 

  • The added value ​​and potential an enterprise service management solution offers; 
  • The organizational and technical requirements that must be met for a standardized implementation and 
  • Some real world use cases that have already been successfully implemented.

AUTOMATE SERVICE AND COMPLIANCE PROCESSES

Secure Offboarding of Employees: Automate Authorization Management

During the employee offboarding process, Matrix42 ESM ensures limited access to company data and applications for the departing employees. Unauthorized attempts to download data can also be prevented via automated workflows which can initiate tickets for the service desk and automatically block access to network shares.

OPTIMIZE IT SERVICE DESK PROCESSES

Streamlined Support Processes: Automated Responses to Standard Requests 

With Matrix42 ESM, simple service requests such as password resets can be fully automated via the self-service portal or the virtual support agent by performing high-speed searches against all sources to recommend the best solution options. Microsoft Teams integration can also be implemented if needed 24/7.

USE ITSM RESOURCES IN A TARGETED MANNER

Your Service Level Guaranteed: Data-Driven Management via KPIs

Get in-depth data analysis on ticket submissions and runtime, resolution timeframes, cost drivers, and utilization. Matrix42 ESM enables you to uncover additional opportunities for optimization across service processes and support resources in a data-driven way according to topic, level, cost, and category.

OPTIMIZE SERVICE PROCESSES AND COST MANAGEMENT

Everything at a glance: Full transparency on IT service processes, inventory data and costs.

Who uses which applications on which device? Who has approved which order processes? Where do hidden licensing risks lurk? With Matrix42 Enterprise Service Management, you get all information about operations, service costs, licenses and contracts at the push of a button - all from one data source with drill-down dashboards.

AUTOMATE SERVICE PROCESSES

Detect and Resolve Incidents Faster

Mean-Time-To-Repair (MTTR) and your susceptibility to errors can be reduced thanks to skill-based routing, automated break-fix tools, links to asset discovery and dependency mapping, and software deployment.

ADD VALUES

Achieve higher productivity with less IT resources

  • Enhanced user experience - self-service portal for an Amazon-like UX 
    The intuitive Matrix42 self-service portal enables access to all IT and non-IT services in just a few clicks, even on the go, for all devices.


  • Eliminate manual processes – automated end-to-end service management
    Automated, transparent, and efficient; everything takes place within a consistent service process framework, from orders and approvals to license checks and installation, including inventory and cost allocation.


  • Faster decision-making – greater transparency and improved data quality
    Matrix42 ESM provides high quality information at your fingertips from one data source – whether accessing KPIs, inventory data on IT assets, licensing, costs, or contracts.
  • A handyman’s toolbox – faster hassle-free troubleshooting
    Mean-Time-To-Repair (MTTR) and your susceptibility to errors can be reduced thanks to skill-based routing, automated break-fix tools, links to asset discovery and dependency mapping, and software deployment. 


  • Greater agility for IT – flexibility without additional costs
    With Matrix42 ESM and the integrated low-code platform, IT can manage itself without the need for extensive programming skills or expensive external service providers –whether it’s adding configurations, bi-directional connectors, new user interfaces, or workflows.


  • More services from a single source – 100% integration instead of expensive stand-alone solutions
    Everything in Matrix 42 ESM is available straight out of the box: self-service portal, service catalog, service desk, software asset management with workflow studio, as well as preconfigured connectors to Azure, AWS, Google Cloud, or third-party client management solutions.

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Automate service processes across the enterprise