Matrix42 Service Desk

Easy to integrate, adaptable, expandable

Minimize the recovery time of your IT services through an integrated, expandable, and automated ITIL certified Service Desk. IT administrators enjoy noticeably lower workloads, while you enjoy reduced costs and higher user satisfaction.

Self-Service

The Self-Service Portal enables easy, mobile access to services, approvals, software, apps, and much more – day and night.

Services Accounting

The services in the catalog are automatically billed to the corresponding cost centers, and can be directly transferred to the SAP or ERP system of your choice.

Automated Delivery

Services are provided in an automated way through many out-of-the-box connectors. Of course, it is also very easy to integrate systems that are not known to us – simply drag & drop them into the Workflow Studio.

Forgot your password? No problem!
Provide standard services through self-service

1

Reset Password as a Self-Service

An end user returns from a vacation and finds that she has forgotten the password for an important business application. She can order the “Reset password” service with just a few clicks via the self-service portal included in the Matrix42 Service Catalog.

2

Authorization

The end user can very easily carry out the authorization process without speaking to the IT department, using the security prompts defined by you personally. For example, data such as the employee number or previously defined security prompts can be used for the authorization process.

3

Automated Introduction to the Password Reset Process

The approval and removal workflows pre-defined in Matrix42 Workflow Studio enable governance processes defined at the company to run automatically in the background.

From Cost Center to Profit Center

Digitization has been causing markets and organizations to change more quickly than ever before. In order to remain competitive, companies must be able to adapt IT service provision and their business and service processes just as quickly. Matrix42 Service Management always keeps your IT department one step ahead when it comes to facing these challenges, and lets the department position itself as an independent organization and an enabler of new business services.

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The days of acting like a firefighter are over.


Matrix42 Service Desk is a Web portal that allows you to provide users and service technicians with simplified, automated IT support processes. The system accelerates problem resolution, automates time-consuming manual support tasks, improves the service delivered to end users, and saves you up to 20 percent on your support costs.

Call us now +49 6102 816-220

  • Reporting – Always Maintain an Overview

    Integrated reporting and dashboarding lets you always, immediately see where your organization stands and where there’s room for improvement. The standard technologies used are based on Microsoft SQL Server Reporting Services and the Matrix42 Responsive Dashboards.

  • Service Levels – Act Before Things Fall Apart

    Service Level Management informs you if incidents, problems, or changes are running the risk of dropping the agreed service levels, ensuring that you always remain in control of things. Of course, the response and resolution times are calculated depending on the individual service time profiles of the employees in your company.

  • Integration into Your Systems and Tools

    Remote management and support tools are just as important to resolving incidents and problems as integration into your (Azure) Active Directory, your software distribution, or your enterprise mobility management. Powerful one-click connectors to a large number of products, such as Microsoft SCCM, VMware AirWatch, and Matrix42 Empirum, Silverback, and Unified Endpoint Management, are components of all Matrix42 Service Management products.

Carglass

“Matrix42’s service desk solution had already helped
us in improving the service structures, with consolidated
asset data already available in the Matrix42 system.”

Arno Stein

Team Leader IT Helpdesk

Carglass
Carglass

Carglass

“Matrix42’s service desk solution had already helped
us in improving the service structures, with consolidated
asset data already available in the Matrix42 system.”

Arno Stein

Teamleiter IT Helpdesk


Incident Management

We show you how easy it can be with Matrix42 Service Management


Add Incident

Add an incident either directly through the browser-agnostic Web consoles or native iOS and Android apps, or via e-mail.

Identify Incident

There are many out-of-the-box actions available that you can very easily expand and adapt.

Resolve Incident

The integrated wizards and the KnowledgeBase help you quickly restore service.



Showcase

We show you how easy it can be with Matrix42 Service Management


Simple

Add Incident

Add an incident either directly through the browser-agnostic Web consoles or native iOS and Android apps, or via e-mail.



Versatile

Identify Incident

There are many out-of-the-box actions available that you can very easily expand and adapt.



Intuitive

Resolve Incident

The integrated wizards and the KnowledgeBase help you quickly restore service.


Analysts’ opinions of Matrix42 Service Management speak for themselves…

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: ITAM Review 2015 Group Test

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


Drag-and-Drop Process Modelling

Matrix42 Workflow Studio

Automate business processes very easily via drag-and-drop.
– Approval workflows
– Task distribution
– Automated software provisioning
– Creating user accounts
– Integration into all of your systems
and much more.


Modules

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.

Modules

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.

“We only had six weeks to implement the Matrix42 service desk solution – at all of the NTT Com Security subsidiaries worldwide.

The project team worked tirelessly so that we could meet all of the deadlines – this was an important prerequisite for us being able to fulfill all of our reporting obligations in line with ISO 27001.”Colin Humphreys, Corporate IT Director bei NTT Com Security

 

Any


Sebastian Werner

Sebastian Werner
Phone: +49 69667738220
info@matrix42.com

 

Any


Sebastian Werner

Sebastian Werner
Phone: +49 69667738220
info@matrix42.com

Learn more…

….regarding service, service catalog, incident, problem, and change management, and learn you how you can also become a service provider in your company

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