Matrix42 launches Configurable AI: Control over Data, Deployment and Models

Frankfurt am Main, July 31, 2025 – Underlining its unique AI Your Way approach, Matrix42 launches Configurable AI for the Enterprise solution, enabling tailored AI Use Cases. The new capability offers customers control over models, data, and deployment options. Positioned as The European Choice in service management, Matrix42 focuses on responsible innovation like these - prioritizing security, flexibility, and trust.

Matrix42 expands the Artificial Intelligence capabilities for its Enterprise Solutions by introducing Configurable AI. The new capability enables customers to take full control while introducing AI to their service management: With its user-configurable framework, customers can seamlessly integrate AI across their ITSM, ESM, and SAM solution. This enables customers to define GenAI use cases while retaining full flexibility in choosing their preferred AI service and model provider — whether it’s proprietary models for more control, open-source alternatives, custom-built solutions, or providers such as OpenAI and Azure OpenAI. Full control means the freedom to select the most suitable approach for maximum customization and alignment with strategic goals. 

“The future of AI-powered service management isn’t one-size-fits-all. We developed Matrix42 Configurable AI to give customers the freedom to tailor AI services to their specific needs — whether in the cloud or on-prem,” said Santeri Jussila, Chief Product Officer at Matrix42. “Customers have a lot of valuable data and many ideas for creating more value from it. We want to empower them to do exactly that — in a safe and efficient way.” 

Addressing Key AI Challenges for European Organizations

Adopting AI often comes with critical challenges, including compliance risks, limited control over AI models, and high implementation complexities. Public AI services can jeopardize data privacy, while one-size-fits-all models often fail to meet the needs of organizations. Matrix42's Configurable AI is designed to break down these barriers, enabling secure and efficient AI adoption. With its “AI Your Way” approach Matrix42 empowers customers to define where their data resides, select the AI models they trust, and now — create their own AI-powered use cases. This unique flexibility is available to both cloud and on-prem customers, ensuring maximum adaptability without compromising governance or security.  

How Matrix42 Configurable AI Drives AI Transformation  

For customers to get started, there is no training needed, as the documentation includes example use cases, making it easy to begin immediately. Matrix42 Configurable AI simplifies AI implementation with a three-step process tailored for the Matrix42 Enterprise functionality:  

1. Selecting AI service and model: Businesses can select their preferred AI providers or models — from OpenAI to privately hosted, self-developed, or proprietary solutions —  based on compliance, cost, and security needs.  
2. Defining Use Cases: With a no-code framework, organizations can design AI-powered actions such as ticket classification, summarization, and automated actions. Prompts, inputs, and outputs can all be customized for specific business scenarios and GenAI based use cases.  
3. Securing Deployment and Monitoring: Configurable AI integrates seamlessly into existing IT environments, supports hybrid, on-premises, or cloud deployments, and ensures governance through detailed monitoring of prompts and data usage.  
   
   

This modular approach accelerates time-to-value while reducing the complexity and risks traditionally associated with AI adoption.  

Service Management Innovation Beyond the Status Quo  

Still 85 % of service desk contacts are handled manually. Through automated ticket categorization, summarization, and resolution suggestions, AI helps reduce workload for agents and accelerates issue handling – and beyond. Matrix42 Configurable AI addresses key business challenges with a range of innovative features: hybrid deployment options to enhance data security, AI model flexibility to avoid vendor lock-in, and robust enterprise-level integration with ITSM and ESM solutions. By focusing on scalability and customization, it empowers organizations to align AI adoption with their maturity and long-term business goals.

About Matrix42

Matrix42 helps organizations to digitalize and automate their work with a complete, AI-powered service management suite. Our solutions enable efficient management of IT and business processes, assets, endpoints, and identities. With our "Cloud Your Way" approach, customers can choose how to deploy our solutions - on premises, private or public cloud. As the European Choice in Service Management, Matrix42 focuses on responsible innovation and data sovereignty, meeting the needs of public and private sector customers.  

For more information, visit www.matrix42.com or contact us at press@matrix42.com – or take the chance to join the #1 Service Management event in Europe hosted by Matrix42: “Digitalize and Automate 2025 - Welcome AI Agents: The Future of Proactive Service Management starts now!”