Release 26.2 brings AI-powered capabilities to Enterprise IT operations with Neo, Matrix42’s agentic AI assistant. From employee self-service and automated ticket resolution to software cost optimization and endpoint troubleshooting, Neo helps teams reduce repetitive work and act on relevant information faster. The release also strengthens workflow automation, employee services and identity management.
Neo brings contextual AI assistance and action into everyday workflows across Intelligent Service Management, Intelligent Asset Management and Intelligent Endpoint Management. Rather than simply answering questions, Neo helps users find information, recommend next steps and execute supported actions — helping organizations streamline operations and resolve issues more efficiently.
Image: Neo product visual
Neo helps employees find answers, create and manage tickets, and submit requests in natural language through the Self-Service portal or Microsoft Teams. For supported requests, Neo can automate fulfilment without service desk involvement, reducing manual effort and improving the employee experience.
Neo uses ticket context to find relevant information, recommend next steps and execute supported actions. This helps service desk agents investigate issues faster and focus on more complex cases.
Administrators and builders can create workflows, reports, and dashboards using natural-language instructions, and ask Neo to explain existing workflows and reports in plain language. For report explanations, Neo analyzes actual data, highlights key insights, interprets what the results mean, and recommends actionable next steps to support informed decision-making. Users can refine, review, and validate proposed changes before saving them, simplifying configuration, automation, and data analysis.
Service Desk agents can use Neo to troubleshoot device issues conversationally, leveraging live device data provided by FastViewer. Neo helps investigate problems, identify potential root causes, and recommend appropriate remediation actions. Agents remain in control, reviewing suggested solutions and optionally asking Neo to execute remediation steps to resolve issues faster.
Powered by FastViewer, Neo proactively detects potential device-health issues, identifies likely root causes, and recommends remediation actions before problems disrupt users or generate support tickets.
A new Insights app provides Service Desk agents with a consolidated overview of device insights, Major Incident and Knowledge Article proposals, and tickets resolved autonomously by Neo or with AI assistance. Agents can review and approve suggested remediation actions, execute them, or delegate specific steps to end users when their involvement is required, such as restarting a device.
The modernized Self-Service Portal becomes more proactive, keeping employees informed about issues resolved automatically or by IT, and guiding them through remediation steps when their action or approval is needed.
Neo prepares incoming tickets, automatically resolves known issues, and documents and communicates the outcome. Attached images and files are analyzed to better understand reported issues and identify appropriate solutions. When additional information is needed, Neo proactively asks clarifying questions to increase confidence and enable agentic resolution. Tickets that cannot be resolved automatically are routed to the most likely resolver based on historical resolution patterns within the organization. This reduces repetitive work, improves resolution accuracy, and minimizes unnecessary handoffs.
Image: Proactive device insights with guided remediation
Matrix42 SaaS Management provides real-time visibility into AI token usage and spend across key providers such as Anthropic, OpenAI, and AWS Bedrock, with costs broken down by provider, model, and user. This helps organizations understand AI consumption and manage costs.
Teams can consolidate SaaS subscriptions, identify underused software, and uncover license right-sizing opportunities. Estimated savings potential helps turn subscription data into actionable cost-control opportunities.
Across IT Asset Management, Software Asset Management, and SaaS Management, users can ask questions about license positions, compliance status, contract renewals, and software or SaaS usage through a conversational interface backed by reconciled asset data. This helps teams find answers faster and take action without navigating complex tables.
AI automatically extracts key information from contracts, invoices, and purchase orders into structured records for review, reducing manual data entry and accelerating imports.
Image: AI Consumption Insights tracks your AI token usage and spend by provider, model or user.
Neo connects ITSM tickets with endpoint data to identify issues, recommend fixes and execute remediation within one workflow. This reduces manual troubleshooting and accelerates incident resolution.
Neo analyzes failed software deployments, identifies likely causes and recommends or executes corrective actions, reducing manual effort and speeding up resolution.
Neo helps teams identify and prioritize high-risk vulnerabilities, understand their impact and initiate remediation. This reduces manual triage and helps address critical risks faster.
Image: Vulnerability prioritization by risk and remediation.
Neo assists identity and access management administrators with identity and access workflows, helping accelerate onboarding and reduce manual administration.
The Enterprise IGA connector supports provisioning, governance and automations, helping organizations connect and streamline identity processes.
Beyond AI, 26.2 strengthens the Enterprise foundation with improvements to workflow automation, service management and employee journeys.
Workflow Designer: Reusable, governed workflows help standardize processes and maintain control as automation expands.
Modernized Self-Service and Service Desk: Interface and usability improvements support smoother service delivery and everyday interactions.
Connected Employee Lifecycle: HR Service Management (to be released later this year) extends service delivery beyond IT, while SAP SuccessFactors absence and termination data supports connected employee lifecycle processes.
Service Management Improvements: Enhancements to OLA/SLA handling, permissions, S/MIME and reporting strengthen operational control.
Endpoint Management and Scalability: Improvements include location management and selective synchronization, native PSADT packages, automation and integration APIs, Apple Declarative Device Management (DDM) software updates, and support for large-enterprise environments.
Image: Neo explains an existing workflow in plain language
These highlights are only part of what’s new in the October 2026 release. For the complete list of enhancements, resolved issues, and technical updates, visit our Matrix42 Marketplace.