Challenge
Operating in a highly regulated banking environment, Donner & Reuschel AG needed to manage complex IT service processes while ensuring efficiency, security, and regulatory compliance. Existing structures made it challenging to unify incident, problem, and change management under a single system, limiting transparency and consistency across IT operations.
In parallel, the bank faced increasing demands to streamline IT Service Management and identity management across its banking operations. Ensuring secure, compliant access for users and systems was essential, particularly given strict regulatory requirements and the critical importance of data protection in the financial sector.
Solution
To address these requirements, Donner & Reuschel AG implemented Matrix42 Enterprise as an end-to-end ITSM platform, covering ticketing, incident, problem, change, asset, and software asset management. The solution provided a centralized system to standardize workflows and support compliance-driven IT operations.
Matrix42 Enterprise was rolled out with full ITSM and SAM functionality, complemented by the integration of additional Matrix42 Marketplace add-ons to further optimize and automate processes. The organization is also exploring AI-powered features and Microsoft Teams integration to enhance collaboration, accelerate service handling, and continuously improve service quality.
As part of its long-term IT strategy, Donner & Reuschel AG additionally carried out a major rollout of Matrix42 Identity Governance & Administration (IGA). This extended the platform beyond ITSM, enabling structured, secure, and compliant identity and access management across the organization.
Outcome
With Matrix42 Enterprise in place, Donner & Reuschel AG now operates a centralized ITSM platform with full transparency across all service processes. Long-term use of the solution has increased efficiency, reliability, and process consistency, supporting stable IT operations in a regulated environment.
By combining ITSM, SAM, and IGA on a single integrated platform, the bank has strengthened its operational efficiency and compliance readiness. At the same time, the organization is well positioned for the future - leveraging AI-driven, collaborative service management and identity governance as a strong foundation for innovation and continuous improvement.
