Service Management

Automating Service Management – spelling an end to the IT helpdesk

Does this sound familiar to you? A new employee needs additional applications, including the latest project management software, and also a license for the CRM system. It will take your IT service employee an average of 45 minutes to provide the required software.

Hold on a minute! Why not just automate the process? But how? Our service management solution provides an intuitive app store for users and ITIL-certified service processes for IT departments.


Matrix42 Service Management

All Matrix42 Unified Endpoint Management modules are integrated with one another and can be used in a complete management console.

  • Easy to integrate

    Matrix42 Workflow Studio lets you dock the systems of your choice in a completely intuitive way.

  • Adaptable

    SolutionBuilder allows you to design the entire UI as desired.

  • Expandable

    SolutionBuilder and Workflow Studio provide you with a whole range of options to expand your solution in an update-proof way.

“The whole combination of software distribution, ticket system, Service Desk, and Self Service Portal won us over. We’re happy that we chose Matrix42 and have been able to sustainably optimize our IT.”Karsten Schoenberg, Team Leader Service Desk at the Scherdel Group

Key Benefits

Easy for IT and users – secure and resource-saving for your company.

Modern IT organizations are developing more and more into service providers within their companies, sometimes even beyond company boundaries. However, many of these companies do not know the value or cost of your service. The provision of IT and non-IT services for employees as self-service also presents many companies with a challenge. You know this? Do you want automated ITSM workflows that let your support staff perform software deployments and service requests from a single console much faster? Are you planning to implement and automate new business services, service portals and ITIL®-certified service processes in other departments such as HR, Customer Service or Fleet Management? And can you quickly create, customize or extend completely new data models, views or processes at any time without programming knowledge?

With Matrix42 Service Management, you have the out-of-the-box solution at your fingertips that frees up your IT space and makes you the innovation driver for more service quality throughout your entire company.

Key Benefits for Decision-Makers

  • You are able to achieve lower total costs of operation (TCO) for IT by eliminating development costs and replacing various individual solutions
  • You increase cost transparency, since all provided services are automatically billed
  • A wide range of reporting and analysis options give you more control over the entire service process

Key Benefits for IT Specialists

  • The ITIL V3 process integration gives you a high degree of standardization
  • Your tickets are processed more quickly through a centralized management console and an intuitive self-service portal
  • Your workload in Service Desk is significantly reduced thanks to fully automated workflows
  • You can more easily achieve and monitor service quality through integrated SLA management
  • You can expand and adapt new workflows, services, and data models without requiring in-depth programming expertise across versions

Key Benefits for End Users

  • You receive all services and software from an app store with ordering and approval processes compliant with the relevant guidelines
  • With mobile access, the services are available to you everywhere
  • The simple integration of existing systems, such as your ERP and HR system, makes service processing easier for you

Learn more about …

… topics, like how to become a service provider, Service Management 2.0, mobile Service Management and service managment across multiple departments

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Secure and adaptable to your organization

Matrix42 Service Management is ITIL v3 and ITIL 2011 certified. Provide your users in the Web store with a catalogue of services and bill them for the services right away. This delivers transparency in terms of the costs and number of service processes for specialist departments and allows you to increase the efficiency of IT services.


Matrix42 Service Management

Alle Matrix42 Service Management Module sind vollständig ineinander integriert und lassen sich aus einer ganzheitlich Management Console bedienen.

  • Integrierbar

    Mit dem Matrix42 Workflow Studio lassen sich beliebige Systeme ganz intuitiv andocken

  • Anpassbar

    SolutionBuilder ermöglicht Ihnen die gesamte UI nach Ihren Wünschen zu gestalten.

  • Erweiterbar

    This is an Feature List Item that is part of an Feature List. Notice the connector between the three graphics to show that they are related.

According to the ITAM Review, Matrix42 offers the first ITSM suite to also incorporate fully integrated enterprise-grade IT asset management, and was named “Best in Class” for this reason.

Source: ITSM Review 2016

Incident, Problem, Change, Service Level, and Knowledge Management, plus Service Asset & Configuration, the Service Portfolio, and Service Catalog Management for perfect customer service. ITIL v3 and ITIL 2011 certified.

Source: PinkVerify 2015

Matrix42 was distinguished in the category of “IT Service Management (ITIL).”
Certified Tool is the seal for ITIL and PRINCE2 compliant solutions.

Source: SERVIEW Certified Tool

More than just IT Service Management

Are you also planning on implementing and automating additional business services, service portals, and ITIL®-certified processes in other specialist departments such as Customer Service, HR, and Fleet Management? Our solution allows you to quickly create, custom-tailor, or expand new data models, views, or processes at any time without programming expertise.


Wir zeigen Ihnen wie einfach es sein kann – mit dem Matrix42 Service Management


Störung hinzufügen

Fügen Sie eine Störung entweder direkt über die browser-agnostischen Webkonsolen, die nativen iOS und Android Apps oder per Email hinzu.


Störung identifizieren

Es stehen Ihnen zahlreiche out-of-the-box Aktionen zur Verfügung, die sehr einfach von Ihnen erweitert und angepasst werden können.


Störung lösen

Die integrierten Wizards helfen Ihnen gemeinsam mit der KnowledgeBase bei der schnellen Wiederherstellung des Services.



Sebastian Werner

Sebastian Werner
Phone: +49 69667738220



Sebastian Werner

Sebastian Werner
Phone: +49 69667738220

Service Portfolio Management à la carte – So gelingt´s in der Praxis

Wie Service Portfolio Management richtig umgesetzt wird

Themen unter anderem:

    • Service Portfolio-Prozess nach ITIL 
    • Service Portfolio-Klassifizierung – Struktur in Service-Angebote bringen
    • Serviceprozesse aufsetzen – wie Sie Abhängigkeiten darstellen
    • Services einfach anpassen und erweitern
    • Fallbeispiel: Technisches Mitarbeiter-Onboarding via Self Service 

Alle Informationen zum Webinar

Matrix42 SAP Konnektor im Marketplace

Integration of SAP Solution Manager and ServiceNow

Are you already using the SAP Solution Manager for your SAP environment?

No problem – we have the right interface for you. Data can then be exchanged via tickets and analyzed centrally.

This also applies to ServiceNow. If you are using the solution for enterprise service management, we can easily integrate Matrix42 Service Management. Information is then transferred to the service management platform throughout the organization.

Additional add-ons and interfaces can be found in our Marketplace.