Professional IT Service Management for Austria's Leading Private Brewery - Stiegl
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About Stiegl
Stiegl Brewery in Salzburg has an impressive history. Since its first documented mention in 1492, it has stood for traditional brewing craftsmanship, strong regional roots, and a spirit of innovation. Today, this innovative mindset is also reflected in IT - driven in no small part by the move toward modern Enterprise Service Management.
With the introduction of Matrix42 Enterprise Service Management, the brewery was able to further develop its existing IT structures in a targeted way and establish a more professional, transparent, and efficient service management organization.
From "ad-hoc work" to real ITIL processes
Lucas Tichy, Head of IT Operations, describes the initial situation before the project began and makes clear why optimization was necessary. Requests came in through various channels and were often not centrally recorded, prioritized, or documented. The existing in-house ticketing system provided some basic support but no longer met the growing requirements for transparency and efficiency.
“We had many topics, but no clean processes,” Tichy recalls. “Requests were left unattended - not out of bad intent, but because the structure was missing.”
As the complexity of the IT landscape increased, it became clear that Stiegl needed professional IT Service Management. The desire for stable processes, clear responsibilities, and a platform that would provide better visibility and speed triggered the search for a new solution.
The decision for Matrix42 - alignment with standards, flexibility, price, and the right partner
In the next step, Stiegl conducted a structured vendor selection process. A detailed requirements catalog helped compare several providers - including larger enterprise solutions such as ServiceNow. In the end, the decision clearly favored Matrix42.
A key factor was its close alignment with ITIL standards. Many of the processes that were critical for Stiegl could be mapped directly using standard functionality, without the need for extensive implementation projects. At the same time, Matrix42 offered enough flexibility to address specific requirements - without drifting into complex custom developments.
Another success factor was the implementation partner MountX. The geographic proximity, deep process expertise, and pragmatic approach of the partner not only facilitated the project start but also helped Stiegl build long-term in-house capabilities.
"For us Matrix42 was the best combination of ITIL-aligned standards, flexibilty, price, and a partner who truly fits our organization"
LUCAS TICHY
Head of IT Operations, Stiegl
Pragmatic implementation instead of process dogmatism
When implementing Matrix42, Stiegl deliberately chose a pragmatic approach. While many processes were in focus - from Incident Management and Major Incident Management to Change and Problem Management - it quickly became clear that perfection was less important than a functional, practical starting point.
“At the beginning, we focused too much on our processes,” Tichy explains. “In daily operations, you realize that practicality is far more important than process dogmatism.”
Step by step, Stiegl established modern workflows, improved communication paths between IT and business departments, and expanded the service catalog so that other non-IT departments could also manage their requests through the platform.
At the same time, a balanced mix of external support from MountX and internal capability development emerged. Today, Stiegl can make system adjustments both with external support and independently through its own team.
How Stiegl uses Matrix42 today
Matrix42 has become the central backbone of IT service delivery. All requests flow through the platform, are prioritized, clearly assigned, and processed in a structured manner. Business departments benefit from transparent workflows and always know the current status of their requests.
For certain services - such as standardized software deployments - Stiegl uses the integration with Azure Intune. This allows applications to be provisioned automatically. IT saves time, error rates are reduced, and internal customers receive usable results more quickly.
Some business departments already use their own service requests, for example for master data changes or BI-specific evaluations. In this way, the system grows organically with requirements and creates a consistent service experience across the organization.
Clear improvements in service levels and noticeable relief for IT
The benefits of Matrix42 ITSM are clearly visible at Stiegl. Requests no longer get lost, communication paths are clearly defined, and IT works more efficiently and transparently than before.
The introduction of professional processes has significantly increased stability and traceability.
“Today, we are much faster and more reliable,” says Tichy. “Nothing gets left behind anymore - that’s a huge difference compared to the past.”
Internal collaboration has also improved.
Clear workflows ensure that everyone involved understands how requests are categorized and prioritized. This not only increases efficiency but also boosts internal customer satisfaction.
Looking ahead - from ITSM to Enterprise Service Management
Stiegl does not see the introduction of Matrix42 as a finished initiative, but as the foundation for the next major step - expanding toward Enterprise Service Management. Further business departments are to be integrated in the future to digitally and transparently map their own services.
Stiegl is also already exploring the potential of automation - especially through the innovations of Matrix42 Intelligence. Repetitive requests are expected to be handled largely automatically in the future, further reducing the workload on the IT team.
Learnings and recommendations for other organizations
Looking back, Tichy’s main recommendation to other organizations is to clearly define their goals early on - and to thoroughly understand standard functionality before planning individual customizations. A pragmatic approach and the right implementation partner were decisive factors in ensuring the project’s long-term success.
“You don’t have to reinvent the wheel,” Tichy emphasizes. “The Matrix42 standard provides an excellent foundation.”
Conclusion
With Matrix42 Enterprise Service Management, Stiegl has taken an important step toward professionalizing and digitizing its IT processes. What was once unstructured, manual, and error-prone is now a stable, transparent, and efficient service management process - with clear responsibilities and tangible improvements for both IT and business departments.
Together with its partner MountX, Stiegl has built a modern platform that not only meets today’s requirements but also leaves room for future development - from expanding into additional business areas to intelligent automation.
