Matrix42 AG Once Again Receives the “PinkVERIFY” ITIL Seal of Approval
Certification by Pink Elephant for a Total of Eleven Practices
Outstanding result for Matrix42: The German software provider in the area of Workspace Management has once again been awarded the “PinkVERIFY” ITIL seal of approval by Pink Elephant – for a total of eleven practices. This makes Matrix42 one of only two companies whose ITIL 4 solution has achieved such extensive certification. The company thus demonstrates once more that its products are capable of meeting the demands of the future and offer customers enormous added value as ITIL 4 is one of the topics on the market that will become enormously important in the coming years.
The IT Infrastructure Library (ITIL) is regarded as an important framework in the area of IT service management. ITIL aims to integrate IT support and the needs of companies using a set of systematic practices. ITIL practices are therefore typically used in the context of enterprise service management (ESM) platforms that help IT departments successfully evolve into automated service providers. “We see that companies are only now slowly discovering ITIL 4 for themselves – although the topic is not new,” says Klaus Ziegerhofer, Product Manager at Matrix42. “The fact that Pink Elephant has certified our solution so extensively shows us that we really provide our customers with the support they need to ultimately suit their requirements.”
As a low-code platform, Matrix42’s ESM solution makes it very easy to integrate ITIL practices, and is extremely robust at the same time. The certified processes cover the following areas: Change Enablement, Deployment Management, Incident Management, IT Asset Management, Knowledge Management, Monitoring and Event Management, Problem Management, Release Management, Service Catalog Management, Service Configuration Management, and Service Request Management.
Compliance with national and international process guidelines is an important success factor for companies. According to the current Research in Action Vendor Selection Matrix, the ITIL methodology is the de facto standard in IT service management. The application of ITIL practices has therefore also become a sought-after quality feature on the European IT service management market. ITIL compliance is becoming increasingly important, particularly for small and medium-sized companies. As a leading provider in this industry, the Matrix42 ESM solution helps companies tackle digital transformation in a holistic and ITIL-compliant way.
METRO France shows the benefits that using ITIL can bring. The wholesaler relied on Matrix42’s ESM solution even before the current Pink Elephant certification. METRO France, which is part of the German METRO Group, is an important player in the catering industry in around 30 countries. METRO actively follows the ITIL basic principles as part of a long-term and comprehensive business transformation that includes the implementation of new IT asset management and IT service management systems.
ITIL practices require integrated and coordinated collaboration that, among other things, increases overall value and promotes corporate culture. Accordingly, METRO used a collaborative approach in which HR, communications, and IT departments jointly accompanied the transformation process. Here, the ITIL solution facilitates the agile work of the individual teams and reveals the relationships and roles of all those involved.
In addition, the main focus is on simple communication within the framework of the mandatory ITIL Customer Experience criterion. METRO France is doing justice to this, for example, by using chatbots for employee training based on Matrix42’s knowledge database. Implementation of the Matrix42 Incident Management tool is also currently underway in accordance with ITIL best practices. Overall, the ITIL methodology enables smooth and digitalized workflows that lead to high employee and customer satisfaction.
“We’ve further developed the requirements profile of our project. It’s evolved into a more holistic approach that is now highly geared to the needs of our employees, and no longer simply involves IT asset management. The idea was to provide a “digital porter” that provides access to a wide range of services,” explains Gilles Gasse, IT Services Transformation Project Director, METRO France. This METRO France use case shows that applying ITIL practices as part of an existing or newly implemented ESM solution promotes business transformation and therefore competitiveness.