Success Stories

Haaga-Helia brings AI into ITSM with a practical, step-by-step approach

info@matrix42.com (Matrix42) — Mon, 11 May 2026 07:08:49 GMT

Unified Services. Elevated Performance.

When Haaga-Helia University of Applied Sciences introduced AI into IT service management, the approach was straightforward: start small, stay practical, and build something useful from day one. Rather than chasing a perfect solution, they focused on fitting AI into their existing environment, keeping it simple to use, easy to manage, and built to grow.

"It’s better to start with a limited scope and see how it works in practice. You learn much more from real usage than from planning everything in advance." "

Sampo Tyllilä

Matrix42 Platform Administrator, Haaga-Helia University of Applied Sciences

How Savonia Achieved 76% Faster Ticket Resolution with Matrix42 Service Management

info@matrix42.com (Matrix42) — Thu, 23 Apr 2026 07:06:44 GMT

Unified Services. Elevated Performance.

Savonia University of Applied Sciencesserves over 9,600 students and staff across a wide range of support functions. As the university grew, so did the number of service requests, and it became clear that one central platform was needed to serve the entire organization, not just IT.

With Matrix42 Enterprise Service Management, Savonia has centralized seven service areas onto one platform, achieved a 76% improvement in ticket resolution time in ICT requests, and built a service model that continues to grow with the organization.

"The improvement is significant. In addition to the new system, the results also reflects changes in processes and working methods that the platform make possible."

Jarkko Karhemaa

Director of Digital Development, Savonia University of Applied Sciences

How Metacore Improved SaaS Visibility and Reduced Spend with Matrix42 SaaS Management

info@matrix42.com (Matrix42) — Fri, 06 Mar 2026 11:34:21 GMT

Supporting Metacore’s need for greater SaaS transparency, spend control, and scalable software governance.

As Metacore experienced rapid growth, the number of SaaS tools used across the organisation expanded quickly, making it increasingly difficult to maintain oversight of software usage, ownership, and overall spend. With teams independently selecting tools to support creative game development, the risk of overlapping subscriptions, underutilised licences, and limited spend visibility increased, making it harder to manage renewals proactively and ensure software investments matched real operational needs.

How a Swedish City Digitized Workflows Across Departments - Success Story Interview

info@matrix42.com (Matrix42) — Thu, 12 Feb 2026 13:32:48 GMT

Global Recycling Leader Achieves Service Excellence with Matrix42

info@matrix42.com (Matrix42) — Tue, 10 Feb 2026 09:40:15 GMT

A leading international recycling technology company transformed its fragmented and inefficient customer service operations by implementing the Matrix42 Enterprise Service Management (ESM) platform. Faced with lost inquiries and a lack of process oversight, the organization transitioned from an email-based system to a centralized, automated service management solution. The result is end-to-end transparency, standardized workflows, and significantly improved customer satisfaction.

Professional IT Service Management for Austria's Leading Private Brewery - Stiegl

info@matrix42.com (Matrix42) — Wed, 28 Jan 2026 09:29:10 GMT

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.

Download the Success Story

Caruna Combines Matrix42 IGA with ITSM to Enhance Access Management

info@matrix42.com (Matrix42) — Fri, 19 Dec 2025 12:53:06 GMT

Initial Challenges

Caruna, Finland's largest electricity distribution company, identified new needs and challenges in access management due to a changing operational environment. Their existing functionalities were no longer sufficient. Access rights were decentralized and there was no centralized registry for it. Therefore, granting permissions was neither straightforward nor efficient. Additionally, there were gaps in managing the lifecycle of access rights.

Manual processes slowed operations, as credentials and access rights had to be requested through separate processes, making the system complicated and slow, especially for end users. Since Caruna’s Active Directory was managed by an external partner, requests often had to be routed through them, leaving Caruna without a clear overview of access rights. This lack of visibility posed challenges for security management and audits. Removing access rights during role changes was uncertain, and conducting audits was difficult without proper tools and process transparency.

Why Matrix42 Was the Right Solution

Caruna chose Matrix42’s IGA solution for several reasons:

Ease of Use: Caruna already had a partnership with Matrix42, enabling synergy benefits, especially with their ITSM system. For the ICT service management team, integrating the solution into the existing platform was a lightweight and seamless process.
Reliable Partner: A trusted partner ensured a transparent process. Since implementing such a system is a long-term project, a reliable and established partnership provided significant security and simplified the overall process.
Functionality and Cost-Effectiveness: The solution offered sufficient functionalities at a reasonable cost. With Matrix42, it was possible to seamlessly integrate new features into the existing ITSM system, avoiding the costs, implementation efforts, and learning curve of an entirely new system.

"Your solution and our needs aligned perfectly. The solution provided the right capabilities and tailored solutions at the right price."

ANTTI NIEMINEN

ICT Service Manager, Caruna

IGA in Action

The Matrix42 IGA solution was implemented to enhance the management of external users.

Matrix42 IGA transforms how organizations manage external users. Through automation and intelligent approval processes, user management becomes faster, more transparent, and more secure.

Gone are the days of manual user credential processes and long waiting times. Matrix42 IGA enables automatic credential creation with a single click, ensuring security and adaptability to the needs of different user groups.

The solution focuses on:

Enhanced management of external users
Quick and seamless credential creation
Self-service capabilities through approval processes without compromising security

The solution benefits approximately 250 internal users and 1,000 contractors. Since external users experience higher turnover, transparency and efficiency are critical. With Matrix42 IGA and ITSM, Caruna was able to automate processes, reduce ticket volumes, and significantly shorten the time required to create user credentials.

Results and Business Impact

The implementation of the IGA solution has delivered significant improvements:

Operational Benefits: All access requests directed to the service partner are now handled via the IGA solution. Other support requests have decreased by approximately 30%, and processing times for partner accounts have been reduced from over a day to just a few minutes. Additionally, the process is now more consistent.
Strategic Benefits: Reporting and auditing capabilities have significantly improved. The entire process has become much more transparent.
Long-Term Impact: The introduction of new technologies and capabilities through IGA has unlocked development opportunities in areas previously unattainable without automated access management and a unified system.

Key to success

Caruna's success with the Matrix42 IGA solution was based on a smooth implementation process. Unlike traditional access management solutions that require heavy pre-configuration and manual adjustments, the Matrix42 IGA solution enabled a straightforward deployment alongside the ITSM environment. The solution is easy to use and maintain, as there was no need to learn an entirely new system. After implementation, the solution quickly and efficiently began delivering value.

The Matrix42 IGA solution has proven to be a true game-changer, offering the organization enhanced efficiency and improved service levels. Together with the ITSM system, Matrix42 IGA not only addressed immediate challenges but also laid the foundation for continuous development in access management. Matrix42 has proven to be an investment that pays off in both operational efficiency and strategic development opportunities.

Does your organization face similar challenges? Discover how the Matrix42 IGA solution can streamline processes and enhance user experience.

Learn more about Matrix42 IGA solution.

Matrix42 is the European Choice, offering local expertise and innovative solutions. Together with partners we deliver services in the customer’s language, ensure data privacy with compliant cloud solutions, and provide fast, reliable support from nearby experts. With ethical AI and transparency, we are a trusted partner for businesses in Europe.

Helping Better Collective gain control over their software assets and optimize costs

info@matrix42.com (Matrix42) — Tue, 25 Nov 2025 09:16:36 GMT

Company
A leading digital sports media group with ownership of global and national sports media brands, with a mission to excite sports fans through engaging content and foster passionate communities worldwide.

Industry
Digital Media, Sports

Supporting Sambla to Tackle Compliance and Shadow IT in a Rapidly Expanding SaaS Environment

info@matrix42.com (Matrix42) — Tue, 25 Nov 2025 09:09:40 GMT

Company
Sambla is a Nordic comparison service that helps consumers find the cheapest loans. Founded in 2014, Sambla has supported over 390,000 satisfied customers in securing low-interest rates. The platform makes borrowing simple, helping users get the best interest rates and loan conditions quickly and easily.

Industry
Financial Services

Supporting Trackunit’s need for greater visibility and cost efficiencies across their expanding software applications

info@matrix42.com (Matrix42) — Tue, 25 Nov 2025 08:57:06 GMT

Company
Trackunit is a global leader in telematics and the Internet of Things (IoT) solutions tailored for the construction industry. The company provides cutting-edge technology to track, monitor, and manage heavy equipment, enabling businesses to optimize operations, reduce downtime, and enhance safety.

Industry
IT, Construction