Avarn Security Finland embarked on a mission to optimize its IT operations, serving an employee base of roughly 3,000 individuals. The company turned to Matrix42 Professional to address inefficiencies in their inherited IT setup and streamline daily operations.
The Challenge
When Avarn Security Finland's representative, Waltteri Wolin, joined the organization, they were working with a highly complex IT system inherited from several previously merged companies This fragmented setup caused operational bottlenecks, with support processes buried in email and lacking visibility or structured workflows.
It was clear that their IT landscape required a fresh start. Avarn Security Finland needed an ITSM solution capable of centralizing operations, implementing robust workflows, and adhering to standardized IT practices to ensure smooth and efficient processes.
The Solution
Matrix42 Professional provided the foundation to rebuild Avarn Security Finland’s IT Service Management environment. Starting from scratch, they created a robust, modern ITSM system based on ITIL processes, complemented by tools like CMDB for comprehensive resource tracking. The initial focus was on IT departments, and the system is now expanding to include non-IT user groups.
The integration of Matrix42 Intelligence into the Service Desk is helping support operations to improve productivity. By leveraging historical ticket data, Matrix42 Intelligence delivers immediate solutions to complex problems, even during late hours. This ensures continuous support availability, enhancing service reliability and customer satisfaction.
The Results
Since adopting Matrix42 Professional, Avarn Security Finland has realized significant improvements in its IT operations:
- Enhanced Efficiency: The implementation of a self-service portal replaced outdated methods of managing requests, such as reliance on Microsoft Forms. The portal introduced structured approval workflows and clear cost visibility, improving overall productivity.
- Cost Savings: With meticulous inventory tracking supported by the CMDB, Avarn Security Finland identified outdated systems, enabling them to make cost-effective decisions. While initial investments went toward equipment upgrades, the long-term savings have been substantial.
- Improved Service Quality: Matrix42 Intelligence has elevated Service Desk operations by enabling rapid issue resolution, particularly during off-hours, which has notably boosted user satisfaction.
Reflecting on the impact of Matrix42 Professional, Waltteri Wolin remarked, "Removing Matrix42 would result in reduced service levels, lower user satisfaction, and increased costs." This statement highlights the pivotal role Matrix42 Professional plays in maintaining Avarn Security Finland’s seamless and efficient operations.
Looking Ahead
As Avarn Security Finland continues expanding the use of Matrix42 Professional to include services beyond IT, the solution remains a key partner in driving digital transformation. With its modern ITSM capabilities and support from Matrix42 Intelligence, the organization is positioned to deliver sustained improvements in efficiency, satisfaction, and service quality moving forward.
