Introduction

Organizations seek robust and adaptable service management solutions in today's rapidly evolving digital landscape. These solutions should provide organizations with a quick start with minimal risk and offer the flexibility to grow and realign in response to their dynamic business requirements, thus facilitating streamlined operations. Matrix42, the European alternative in the service management space, provides solutions designed to empower businesses and their service management activities across various industries. Our comprehensive suite, encompassing a flexible platform and a wide variety of service management capabilities, is designed to meet the unique challenges of modern mid-size organizations operating in the public or private sector.

This document offers an overview of the Matrix42 Professional solutions, highlighting our commitment to fast onboarding, flexibility, scalability, and cutting-edge AI capabilities. Whether you're managing complex IT infrastructures or looking to optimize enterprise service processes like HR, Matrix42's platform is engineered to evolve and grow with your organization. Explore how our solutions can transform your service management landscape, providing streamlined processes, enhanced efficiency, and a foundation for continuous improvement and optimization.

Solution Overview

Matrix42 Professional, operating on a flexible and powerful platform, caters to diverse organizational needs. Our solution, spanning a variety of IT Service Management and Enterprise Service Management processes, is designed for modern enterprises seeking efficiency and adaptability. With advanced AI integration and scalable features, Matrix42's solutions enhance business processes, ensuring smooth operations and future-ready service management. The chapters below present some of the core advantages and platform capabilities and provide introductions to key service management processes.

Our service management solution, presented in this document, is a versatile and configurable solution based on a flexible platform built to deliver efficient service management capabilities. It's designed for adaptability and effectiveness, catering to a wide range of organizational needs. For those looking for a quick, streamlined entry into service management, our Matrix42 Core package is the perfect solution, offering a more standardized and simplified approach. 

The accompanying process overview and use case documents provide valuable insights into the standard functionalities and use cases, guiding you through the various features available with our solution. You will find the links to the process overview documents later in this document. 

Core Advantages

Built-in AI for Smarter End-User and Agent Work

Matrix42 Intelligence, an essential component of Matrix42 Professional solutions, brings advanced Artificial Intelligence (AI) into service management practices. The Matrix42 Intelligence product family utilizes Generative AI and Natural Language Processing (NLP) to help service desk agents and end-users work smarter. Matrix42 Intelligence assists agents in efficiently managing the increasing complexity of their tasks and empowers end-users to resolve issues promptly and on their own, around the clock. 

Matrix42 Intelligence offers European organizations a solution that balances innovative AI functionality with stringent data privacy and security requirements. Matrix42 Intelligence gives customers the flexibility to select from hosting options for large language models, enabling generative AI use cases and allowing organizations to maintain control over the location of their data. 

Traditionally burdened with the manual processing of most end-user tickets, the service desk environment is transformed with Matrix42 Intelligence. Matrix42 Intelligence significantly lowers service costs and elevates agent productivity by automating the handling of low-level and repetitive queries. This shift aligns with the growing user preference for intelligent digital self-service, as reflected in the rising popularity of AI virtual assistants. 

Employees requesting support benefit from Matrix42 Intelligence by being able to resolve issues anytime by getting support from AI using company knowledge as the basis for the answers. This enhances accessibility and user satisfaction independently. Support agents get support from AI throughout the ticket lifecycle, facilitating an efficient population of ticket data, supporting thorough case investigation, and enhancing communication speed and message quality with end-users. Meanwhile, system administrators can benefit from the platform's flexibility and configure AI assistance in ways that help their organization the most.

Flexible and Scalable Platform

At the heart of the Matrix42 Professional lies a robust, versatile platform distinguished by its proven flexibility and scalability. This platform encompasses a comprehensive Professional and a user-friendly self-service portal, offering an array of preconfigured capabilities ready to deploy right out of the box. Matrix42's approach is centered around delivering a platform equipped with a wide range of functionalities and retains the adaptability to expand and accommodate new processes or user groups as organizational needs evolve.

Matrix42 Professional solutions are built using the universal Matrix42 Professional platform, allowing for a wide variety of corporate processes and services to be centralized on one platform, including Identity Governance and Administration (IGA) and HR Service Management (HRSM). We have also developed custom solutions for various other business cases, including financial, asset, and business-specific cases. If you have another IT or business system, the Matrix42 Professional platform can quickly and easily be integrated internally or by our Matrix42 Frends Integration Service. 

Cloud on Your Own Terms 

We believe customers deserve the flexibility to choose a cloud approach that meets the needs of their business. In addition to Matrix42's Secure European Cloud, the solution can be deployed in your own data center or in the data center of your choice. The private cloud option enables all the benefits of cloud operations, including automated upgrades and backups, with the ability to meet even the most demanding needs. Cloud on Your Own Terms is one of our strategic foundations, and we are committed to offering this choice to our customers long-term. Therefore, you can: 

• Govern your IT according to local regulations and keep your data in Europe.
• Keep your services running with 99% (99,95% in Premium service) minimum availability and 24/7 monitoring.
• Provide highly secure services to your end users. The Matrix42 Cloud SaaS platform development and hosting for customers, management of information, supporting business functions, and consulting on Matrix42 products are ISO/IEC 27001:2013 certified.

Quick and Easy Onboarding with Flexibility to Grow

Matrix42's Professional is designed with flexibility at its core, ensuring that it aligns with your organization's unique requirements, whether straightforward or more complex. This versatility lets you quickly implement the solution and realize its value in your operations. For those seeking a rapid, concise, and cost-effective entry into service management, the Matrix42 Core package is an ideal choice. This package serves as an accessible gateway to service management, facilitating the acceleration of your digitalization initiatives. Alternatively, you can start with any scope you prefer - for example, a set of ITSM and enterprise service management processes of your choice. Regardless of the approach, you'll get the same robust platform with all the expansion possibilities!

Platform Capabilities

Modern User Experience for End-Users and Agents

Today's users, accustomed to consumer applications' intuitive and responsive experiences, expect similar ease and efficiency in Software Solutions. Matrix42's solution meets this expectation by providing a modern user experience that aligns with the intuitive, consumer-like interfaces prevalent in the market. 

Our platform offers a seamless, engaging experience for both end-users and agents. It features an intuitive layout, straightforward navigation, and a responsive design that adapts to various devices. The self-service offers a search-centric homepage for the end users to make it easy for them to find the products and services they need.  

The Matrix42 Professional offers streamlined navigation and diverse features designed to enhance the efficiency of agents' daily operations. It effectively supports executing various processes, including Incident Management, Service Request Management, and Change Management. This tool simplifies complex tasks and optimizes workflow, facilitating a more productive and smoother management experience. 

Also, the no code / low code approach contributes to easy administration. As one of our customers said, “The tool's user-friendly interface and easy navigation contribute to efficient administration, enabling teams to understand processes and extract essential data from dashboards easily.” 

Integration Capabilities

With Matrix42 Frends Integration Service, we provide a variety of Integrations as a Service (IaaS), ready to be deployed to any customer to support process automation and digitalization.

The platform also features a REST API, allowing organizations to build integrations easily on their own or with our consultants' or partners' support. 

No-Code Automation with the Visual Workflow Automation

The Matrix42 Professional features a highly powerful and adaptable workflow engine, Visual Workflow Automation, facilitating effortless in-house process automation. The tool makes it easy to visualize, digitalize, and automate organizational processes with the capability.

This tool enables users to craft multiple workflows that accurately represent complex service management processes. It streamlines various tasks, including approvals, data manipulation based on specific conditions, setting timers, and sending email notifications. The no-code approach allows administrators to swiftly create new workflows in just minutes, enhancing operational efficiency.

Flexible Data Model

The Matrix42 Data Model redefines service management with its adaptable framework, contrasting with the static structure of standard ITSM databases. It provides an environment where adjustments and enhancements are easily managed through a no-code interface that allows for the creation of unlimited template-based "tables." This model supports a fluid, intuitive expansion and customization of service management processes, ensuring that system updates and refinements are straightforward and non-disruptive. The result is a service management platform that is as flexible as it is user-friendly, catering to the diverse and changing needs of modern enterprises.

Reporting capabilities

The solution provides extensive reporting capabilities, encompassing diverse data presentation options, including tables, charts, calendars, Kanban boards, and Gantt charts. Users can customize these reports with various settings to group, sort, and filter data for tailored insights. Additionally, there is an option to set automatic refresh intervals for these views, ensuring the most current data is always at hand without manual intervention.

The solution's robust reporting capabilities are pivotal in guiding and managing an organization's service management processes. With its flexible reporting system, companies can effortlessly monitor service level agreements (SLAs) and assess process performance in real-time. This functionality allows for granular analysis of each stage within the service management lifecycle, from initial request to resolution, ensuring that all operations adhere to established SLAs.

In addition to SLA oversight, the reporting tools are instrumental in measuring the effectiveness and efficiency of service management processes. By leveraging the statistical process control (SPC) features, organizations can detect, analyze, and respond to variations in process performance. These insights enable continuous improvement initiatives, ensuring service delivery is optimized and consistent with the organization's quality standards. Through comprehensive data visualization options, stakeholders can make informed decisions to effectively steer their service management strategies, aligning with immediate operational objectives and long-term organizational goals.

Multi-language Support

Matrix42's platform offers multi-language support, including English (US), German, Finnish, Swedish, Polish, Spanish, and others. It also allows adding translations in more languages as needed.

Expansive Use Cases and Potential for Growth

IT Service Management Process Overview

The Matrix42 Professional offers a comprehensive range of ITSM practices and enables organizations to develop custom-process support. The chapters below present concise overviews of key service management processes available within the Matrix42 Professional, along with links to detailed process overviews and practical use case descriptions.

Examples of enterprise service management solutions and processes are described later in this document.

AI Agent for Ticket Preparation

Introduction and Overview

Traditional ITSM relies on manual processes, which AI Agent for Ticket Preparation augments by automating repetitive tasks, by:

• Classifying & routing tickets instantly (no more manual triage).
• Summarizing long emails so agents grasp issues faster.
• Suggesting resolutions based on past cases and knowledge articles.

AI Agent for Ticket Preparation" (summaries, categorization, resolutions, auto-assignment, KB creation)

Process Overview and Use Cases

The AI Agent operates across multiple stages of the ITSM process, transforming raw user inputs into structured, actionable tickets and reusable knowledge.

Key use cases include:

• Semantic ticket classification to identify ticket type and affected service.
• Automatic summarization of incoming emails and conversations.
• Intelligent ticket assignment to the right team.
• Resolution assistance through AI-generated customer responses.
• Knowledge article creation based on resolved tickets.
• Knowledge article title generation to improve discoverability and self-service.

Together, these capabilities ensure tickets are accurate, complete, and actionable before agents begin working on them.

Key Features and Functionalities

• Ticket Semantic Classification – Ticket Type: The AI analyzes ticket content using Natural Language Processing (NLP) to automatically classify tickets into predefined types such as Incident, Service Request.
• Ticket Semantic Classification - Service: The AI identifies the affected service or system by extracting key terms and contextual clues from the ticket.
• Ticket Summarization of Email Messages: Long email threads and conversations are condensed into clear, structured summaries.
• Intelligent Ticket Assignment: The AI routes tickets to the most suitable team or agent based on classification, expertise, availability, and workload.
• AI-Assisted Resolution to Customer: The AI supports agents by generating suggested or complete response drafts based on ticket history, knowledge base content, and prior resolutions.
• Knowledge Article Creation: Resolved tickets are analyzed to automatically generate draft knowledge base articles.

AI Agent for Ticket Preparation in Action

When a ticket enters the ITSM system, the AI Agent immediately begins preparing it for resolution:

1. Analyzes the incoming content for intent, context, and urgency
2. Classifies the ticket type and affected service
3. Summarizes key information for agent review
4. Assigns the ticket to the most appropriate team
5. Assists with customer communication and resolution steps
6. Converts successful resolutions into reusable knowledge

Benefits and Impact

By deploying the AI Agent for Ticket Preparation, organizations can achieve measurable improvements across ITSM operations:

• Increased efficiency by reducing manual and repetitive tasks.
• Faster issue resolution through intelligent routing and summarization.
• Improved service quality with consistent, high-quality responses.
• Enhanced self-service via continuously updated knowledge articles.
• Lower operational costs through automation and workload optimization.

Incident Management

Introduction and Overview of Incident Management

Incident Management within Matrix42's Professional is structured to return business operations to normalcy rapidly. This practice focuses on effective incident processing, guided by configured workflows, ensuring a swift and efficient restoration of services.

Process Overview and Use Cases

The process overview is available here. The high-level use cases are listed below. Please find more details from the use case documents by clicking the links below. 

1. Creating incidents
2. Processing incidents
3. Resolving incidents

Key Features and Functionalities

• Work log entries with timestamps for tracking incident handling
• Quickfills (canned responses) for minimizing manual work
• Enables agents to see colleagues viewing the same ticket and concurrently add comments for collaborative resolution while safely locking other fields to prevent overlap.
• Automated history recording for all incident-related actions
• Conversion of incidents to problems for in-depth root cause analysis
• Suggestion of similar past incidents through Natural Language Processing with Matrix42 Intelligence Ticket (add-on)
• Time reporting for tracking the used time for solving the incident

Incident Management in Action

The process begins with diagnosing incidents through knowledge base articles and assigning and categorizing each incident for targeted action. As incidents evolve, they can be reassigned or escalated, and if a temporary fix is found, they can be transitioned into a problem for further analysis.

Benefits and Impact

Matrix42's Incident Management enhances operational efficiency by minimizing downtime. The AI-powered Matrix42 Intelligence Ticket feature (add-on) aids agents in recognizing duplicate incidents and swiftly identifying solutions, leading to a consistent and reliable IT service delivery.

Service Request Management

Introduction and Overview of Service Request Management

Service Request Management in Matrix42's solution streamlines the handling of user requests, from order fulfillment to information provision. It's designed to process requests efficiently, ensuring timely and accurate service delivery.

Process Overview and Use Cases

The process overview is available here. The high-level use cases are listed below. Please find more details from the use case documents by clicking the links below. 

1. Creating service requests
2. Approving service requests
3. Fulfilling service requests
4. Closing service requests

Key Features and Functionalities

• Easy navigation and request submission through intuitive service catalogs enhance the user experience in request processing.
• Efficient request fulfillment via workflow automation streamlines service management operations.
• Automatically generated tasks based on service items ensure consistent quality in service delivery.
• Continuous monitoring of request status through real-time tracking and updates keeps users informed.
• Regular updates provided by automated notifications ensure clear communication throughout the request lifecycle.
• Customized access ensured by role-based access control maintains security and relevance for each user.
• Insights into service request trends and performance via reporting and analytics aid in strategic decision-making.

Service Request Management in Action

The journey of a service request begins with users browsing through an intuitive catalog or searching for specific items or services in the self-service portal. This user-friendly interface guides them smoothly through the submission process. Once a request is made, it undergoes an approval or rejection phase, providing a critical checkpoint for request validity and relevance. Upon approval, the system automatically generates predefined tasks to streamline the fulfillment process, ensuring a consistent quality of service delivery. The customer is kept informed with regular email updates at relevant phases of the process.  

Benefits and Impact

The solution elevates efficiency by supporting the service delivery with automation and empowering users with self-service capabilities. It reduces the administrative burden on the staff and enhances satisfaction through timely and transparent request management.

Change Enablement

Introduction and Overview of Change Enablement

Change Enablement in Matrix42's solution is designed to manage all types of changes—standard, emergency, and normal—in a controlled manner. The primary objective is to allow implementing changes with minimal disruption to IT services, thereby ensuring consistency and reliability. 

Process Overview and Use Cases

The process overview is available here. The high-level use cases are listed below. Please find more details from the process overview. Below is a summary of use cases involved in Change Enablement.  

• Normal Change Use Cases
  • Involves change request initiation, evaluation, planning, approval, scheduling, implementation, and post-implementation review.
• Emergency Change Use Cases
  • Includes emergency detection, rapid assessment, expedited approval, urgent implementation, and normalization post-emergency.
• Standard Change Use Cases
  • Covers the identification and logging of routine, low-risk changes, verification, scheduling, implementation, and documentation. The standard changes are managed by using predefined standard change model templates to ensure that the pre-approved standard changes are implemented as intended.   

Key Features and Functionalities

• Distinct change model templates for standard changes enable efficient management of different types of standard changes.
• Linking changes to configuration items facilitates comprehensive impact analysis with the Visual Analyzer feature. 
• A thorough approval process is ensured for every change through structured approval workflows.
• The solution seamlessly integrates with incident, problem, and configuration management processes, offering a holistic approach to service management.

Change Enablement Management in Action

Change Enablement within Matrix42 Professional is structured to effectively manage and track all changes. This includes planning and assessing changes, securing necessary approvals, and diligently implementing and reviewing each change. Matrix42's solution provides a comprehensive platform for managing these activities, ensuring that every step, from initiation to post-implementation, aligns with the organization's policies and procedures.

Benefits and Impact

The Change Management process in Matrix42 is designed to significantly reduce risks associated with changes through controlled implementation. This approach not only enhances the stability of IT environments by maintaining consistency and reliability but also aids in adhering to regulations. Furthermore, it contributes to the standardization of change procedures, ensuring a uniform approach across the organization.

Problem Management

Introduction and Overview of Problem Management

Problem Management in Matrix42's solution focuses on minimizing the adverse impact of incidents and problems in IT infrastructure. It aims to identify root causes and prevent incident recurrence, promoting stability and proactive issue resolution.

Process Overview and Use Cases

The process overview is available here. The high-level use cases are listed below. Please find more details from the process overview. Below is a summary of use cases involved in Problem Management.  

Key Features and Functionalities

• Creating solutions for recurring incidents in the integrated knowledge base enhances efficiency in problem resolution. 
• Flexible and integrated reporting supports proactive identification and elimination of known errors' root causes to prevent repeat incidents before they occur.
• The capabilities for measuring service quality in areas frequently affected by problems to enhance overall service delivery.
• The solution allows the documentation of both temporary workarounds and permanent solutions for easy reference in future cases.
• The flexible data model enables easy linking of incidents and configuration items to problems for thorough and detailed analysis.

Problem Management in Action

In Matrix42's solution, Problem Management begins with manually creating a problem record based on an Incident. Problems, categorized as Known or Unknown Errors, are systematically analyzed. Workarounds are provided to mitigate immediate impacts, followed by permanent solutions. The entire process, from identification to resolution, is carefully documented and reviewed for continuous improvement.

Benefits and Impact

Problem Management in Matrix42's solution is pivotal in enhancing IT stability by addressing underlying issues within the IT infrastructure, reducing the likelihood and impact of incidents. This proactive approach not only facilitates faster resolution of incidents through a deep understanding of their root causes but also enables taking preventive measures to avert future occurrences. By integrating robust Incident Management insights and leveraging historical data, Problem Management allows users to identify and mitigate potential issues effectively, contributing to continuous service quality improvement.

IT Asset Management

Introduction and Overview of IT Asset Management

IT Asset Management is a comprehensive approach to managing the lifecycle of hardware IT assets within an organization. It encompasses acquiring, deploying, maintaining, and disposing or reassigning these assets. The process is designed to optimize asset utility, minimize costs, maintain compliance, and mitigate risks.

Typically, IT assets are fetched from automatic inventory and asset management tools using the Matrix42 Integration Service. For example, Microsoft Intune, Device42, Miradore, Applixure, Microsoft System Center, and several others are possible sources that can be used to fetch asset data. 

Process Overview and Use Cases

The process overview is available here. The high-level use cases are listed below. Please find more details from the process overview. Below is a summary of use cases involved in IT Asset Management.

• Asset Discovery and Recording. Note! Using the discovery tool of your choice is necessary to fetch asset data for the Matrix42 solution. 
  • Automated and manual processes for documenting hardware assets.
• Asset Relationship Mapping and Analysis:
  • Tracking interconnections and dependencies of assets.
• Lifecycle Tracking and Management:
  • Monitoring the status of assets from acquisition through to disposal.
• Financial Management and Reporting:
  • Integrating financial aspects into asset management for effective budgetary planning.
• Asset Reporting.
  • Utilizing reports for lifecycle management and supporting proactive Problem management activities.

Key Features and Functionalities

• Centralized Asset Repository
  • A unified storage for all IT asset information.
• Detailed Asset and Application Information
  • Comprehensive records, including technical, ownership, and financial details.
• Lifecycle Management through Status Changes
  • Tracking each asset's journey from arrival to disposal.
• Financial Tracking and Reporting
  • Managing cost-related aspects and financial analysis.
• Comprehensive Reporting
  • Extensive reporting capabilities for asset management and the possibility to create threshold alerts flexibly.
• Role-based Access and Permissions
  • Ensuring secure access to IT asset information.

IT Asset Management in Action

In Matrix42, IT assets are managed as data cards, providing a complete overview of each asset's lifecycle, while the Visual Analyzer helps to track the relations and dependencies. Typically, the Matrix42 Pro Platform is integrated with automatic inventory tools to get the data into the same system where other service management activities occur. The platform acts as a central repository, linking the ITAM process and activities with, e.g., Incident management, Service request management, Problem management, Change enablement, and Configuration management, amongst others.  

ITAM applies to IT assets and can be adapted to other business areas like facilities.  

Benefits and Impact

• Strategic Decision Making
  • ITAM in Matrix42 aids in long-term IT planning and aligning IT infrastructure with organizational goals.
• Improved Asset Lifecycle Management
  • Ensures efficient asset utilization and optimizes asset replacement or disposal timing.
• Cost Optimization
  • Tracks and manages IT assets for cost savings.
• Enhanced Productivity and Service Delivery
  • Supports smoother operations by helping ensure asset availability and optimal use.
• Risk Reduction and Compliance
  • Supports maintaining asset accountability and compliance with relevant regulations.

Configuration Management

Introduction and Overview of Configuration Management

Configuration Management (CM) is an IT service management process dedicated to maintaining and tracking the configuration of services and the individual configuration items (CI) that constitute an organization’s IT infrastructure. The overarching goal of CM is to maintain an accurate understanding of all services, CIs, and their interdependencies, which is instrumental for informed decision-making regarding IT changes, compliance adherence, and overall IT service excellence.

Typically, discoverable configuration items are fetched from automatic inventory and asset management tools using the Matrix42 Integration Service. For example, Device42 is typically used to fetch configuration item data from various sources. 

Process Overview and Use Cases

The process overview is available here. The high-level use cases are listed below. Please find more details from the process overview. Below is a summary of use cases involved in Configuration Management.

• CI Tracking and Documentation:
  • Document and maintain up-to-date records of all CIs in the CMDB.
• Dependency Mapping:
  • Understanding and documenting the interrelations among IT components for efficient problem-solving and change management.
• Service Catalog Management:
  • Detailing the services an organization offers, along with their characteristics and dependencies.

Key Features and Functionalities

• Service Catalog:
  • Serving as the CM process's foundation, documenting all IT and other services if desired. 
• Application and Asset Management:
  • Managing the applications enabling services and the physical or virtual assets they reside on.
• Supplier and Infrastructure Management:
  • Tracing services back to their suppliers and underlying infrastructures.
• Visualization of Dependencies:
  • Visualizing relations and dependencies between any CIs, assets, and other data in the platform all the way from an Incident data card down to the hardware components running the services. 

Configuration Management in Action

Matrix42's Configuration Management solution transforms IT operations by providing a practical, user-friendly platform for managing IT infrastructure. It enables IT teams to swiftly respond to incidents by identifying impacted services, assessing risks associated with changes through visualization of dependencies, tracking asset lifecycles for proactive maintenance, ensuring compliance through accurate record-keeping, optimizing IT spending, planning effectively for disaster recovery, and managing vendor relationships. This comprehensive approach enhances service delivery and reduces downtime, and supports strategic decision-making and cost efficiency, making it an essential tool for modern IT management.

Benefits and Impact

• Streamlined Service Delivery:
  • CM enhances IT service efficiency by ensuring accurate representation and consistent configuration of services.
• Effective Incident and Problem Management:
  • CM supports quicker IT issue resolutions and contributes to improved IT service quality.
• Strategic Decision Support:
  • CM provides insights that facilitate informed decisions regarding IT infrastructure adjustments and investments.
• Regulatory Compliance:
  • CM aids in meeting compliance requirements, thus mitigating risks related to non-compliance.

Enterprise Service Management Process Overview

HR Service Management

Matrix42's HR Service Management (HRSM) digitizes and streamlines HR service management, enhancing employee experiences and efficiency. Automating HR requests and cases through a self-service portal reduces manual workload and fosters data accessibility for managers. Find more information here. 

Customer Service Management

Matrix42 Customer Service Management (CSM) is a ready-to-use, business-oriented customer service solution within Matrix42 Professional that enables organizations to deliver consistent, high-quality support across channels from email and chat to voice and AI-powered self-service. Built on a flexible no-code/low-code platform, CSM combines structured case management, omnichannel communication, workflow automation, and embedded M42 Intelligence to accelerate resolution, improve response quality, and continuously reuse knowledge. Whether deployed standalone or alongside other enterprise service processes, the solution scales easily, integrates with the surrounding tool landscape, and helps teams reduce manual effort, increase customer satisfaction, and drive continuous improvement through intelligent automation. Find more information here.

Risk Management

Matrix42 Risk and Compliance Management is a unified, enterprise-wide solution within Matrix42 Professional that helps organizations systematically identify, assess, and mitigate risks across business, IT, operational, security, and compliance domains. Built on the same no-code platform as Matrix42 Professional, it connects risk management directly with service management processes such as change, supplier, asset, and incident management to provide a single, transparent view of the risk landscape. The solution supports organizations in implementing and maintaining risk and compliance practices aligned with regulations and standards such as NIS2, ISO 27000, and DORA by enabling structured risk registers, assessments, controls, approvals, and reporting. While not a compliance guarantee on its own, it provides the foundation for proactive risk governance, improved visibility, and stronger operational resilience in an increasingly complex regulatory and threat environment. Find more information here.

Facility Management

Matrix42's Facility Management Solution streamlines facility operations, combining asset and maintenance management with safety, security, and sustainability. It features a variety of self-service forms for end users, an extensive asset repository, and automated maintenance planning, enhancing resource efficiency and workplace safety. 

Examples of Other Areas Where You Can Apply the Matrix42 Pro Platform

The Matrix42 Pro Platform offers a versatile and adaptable solution for various service management needs. In the following chapters, we explore some of the most common applications of the platform as utilized by Matrix42 customers. These examples highlight the platform's flexibility and capability to support various processes, from ITSM to general task management. It's important to note that these are just a few instances of its potential uses; the Matrix42 Pro Platform is designed to accommodate virtually any service management process far beyond the scope of the examples provided here.

Enterprise Contract Management

Matrix42's Enterprise Contract Management solution centralizes contract storage, offering a single, secure record point for all types of contracts. It facilitates automated archiving, deadline alerts, and streamlined approval flows. Advanced permissions ensure sensitive information protection, while features like contract renewal reminders, audit logs, and compliance-focused approval processes enhance efficiency and security.

Crisis Ops

Matrix42's Crisis Ops solution offers comprehensive crisis management by monitoring the operational status of teams, services, and tasks. It enhances communication during critical situations like pandemics, tracking the status of resources and triggering alerts for operational changes. The solution enables managers to create and track tasks for issue mitigation, ensuring swift response and transparency. With automatic notifications and a history log for auditing, Crisis Ops ensures efficient coordination and quick resolution of disruptions across business units.

Essential SAFe

Matrix42's Essential SAFe solution streamlines Agile and Lean practices by enhancing work transparency and task management. It allows stakeholders to understand relationships and dependencies within the SAFe framework easily. The solution centralizes the tracking of Agile work like stories and epics, with capabilities for tracking progress and managing sprints on Kanban boards. Release Train Engineers, Solution Managers, and Product Owners can efficiently manage work, leveraging the Matrix42 Pro Platform's extensive reporting and visualization tools. This comprehensive approach supports the orchestration of Agile teams, fostering transparency across multiple teams and Program Increments.

Project Management

The Matrix42 Pro Platform effectively streamlines project portfolio and task management, encompassing a comprehensive suite of functionalities. It maintains a detailed list of projects, including information and ownership details, and supports hour reporting and budget tracking, monitoring both financial and time resources. The platform facilitates project status and phase management and efficiently handles project subtasks, including Kanban views. Additionally, it allows for creating projects using templates and offers insightful project management dashboards and reports. A notable feature is its Gantt view, which visually represents project timelines at multiple levels, such as projects, phases, or subtasks.

Task Management

The Matrix42 Pro Platform can also facilitate general task management, serving various back-office functions. It organizes tasks efficiently, offering task categorization, priority setting, and deadline-tracking features. The platform streamlines workflow with assignment and reassignment options, status updates, and progress monitoring. Users benefit from its intuitive interface and Kanban views for creating and managing tasks, while customizable dashboards and reporting tools provide a clear overview of task statuses and completion rates. The platform is well-suited for various administrative and operational tasks, enhancing productivity and collaboration across different departments.

Success Stories

Towards the Service Management of the Future - Payex

PayEx, a subsidiary of Swedbank with 80,000 employees across four countries, has revolutionized its service management system using Matrix42. They transitioned to a digitalized, modern system, automating over 40 workflows and digitizing 14 processes. This transformation has enhanced flexibility, improved user experience, and significantly sped up operations, including contract processing. Read the full success story here.

An Intuitive and Accessible Tool for Diverse Needs - Eltel's Use of Matrix42

Eltel, a leader in critical infrastructure services, leverages Matrix42 for diverse operations, including IT, HR, and finance. Expanding from 70-80 to 420 ITSM licenses, Eltel's use of Matrix42 now spans across countries, enhancing structure and control in daily operations. Matrix42's cloud-based solution offers seamless incident handling, HR support, and financial process integration, with services in seven languages. Key benefits include streamlined request processes, effective SLA monitoring, and user-friendly interfaces, supporting Eltel's growing digitalization and automation needs. Read the full success story here. 

The Perfect Tool for Everyday Use - How ISS Uses Matrix42

ISS, a global Integrated Facility Services leader, utilizes Matrix42's platform extensively. With 8000 employees and 120 admins, Matrix42 supports various functions, including IT, HR, and customer service. Emphasizing mobile worker needs, Matrix42 offers comprehensive asset management, process automation, and enhanced service request management, transforming ISS's operational efficiency and digitalizing non-IT business processes. Read the full success story here.  

Transforming Cancer Care: How Somerset Cancer Register Leveraged Matrix42's ITSM Solutions for Superior Service Management

Somerset Cancer Register (SCR), part of Somerset NHS Foundation Trust, successfully implemented Matrix42's ITSM solutions to enhance their cancer management software used by over 110 trusts in England. Matrix42 provided SCR with comprehensive tools for contract management, customer lifecycle and product management, and customer service, including ticketing and self-service options. Key benefits included streamlined customer service processes, improved customer interactions and product visibility, and integrated team workflows. Matrix42's flexibility and comprehensive view of customer data significantly improved SCR's service management capabilities. Discover the full story here.

Conclusion

The Matrix42 Professional solution is based on a flexible and scalable platform equipped with advanced AI capabilities, which allows quick organization onboarding. This solution streamlines service management across various industries, catering to both the public and private sectors. It enables organizations to quickly adapt to changing business needs with minimal risk, enhancing operational efficiency. The solution is based on a robust IT and enterprise service management platform and comes with multiple deployment options, including a secure European cloud and private cloud. The solution includes cutting-edge AI capabilities for assisting agents and end-users.  

The solution facilitates an extensive range of service management processes, from typical ITSM processes to various enterprise service management processes, and includes no-code automation with Visual Workflow Automation. Its flexible data model, modern user experience, and multi-language support make it suitable for international use. Matrix42's versatility is demonstrated in various applications, from risk and project management to task management, with success stories from various European organizations showcasing its transformative impact.

Contact Information

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