Introduction

Congratulations on purchasing the Matrix42 Core solution! This guide helps you to navigate through the Matrix42 Core implementation. Please don't hesitate to contact your Efecte consultant if you have any questions. 

Delivery scope

Solution scope

The delivery scope for Matrix42 Core is described in the solution documentation. The solution scope in terms of the included processes and use cases is described 

Useful documentation:

• Overview: Efecte Matrix42 Core
• Details per process and use case: Matrix42 Core processes and use cases 

Implementation work scope

The scope of the implementation work is described as concrete tasks for you and the vendor (Efecte or an Efecte Partner). The following document outlines the tasks and responsibilities: Implementation instructions for customers.

Delivery overview

Delivery start

Learn to Know the Solution

Understanding the solution thoroughly is pivotal for effectively and efficiently implementing a new ITSM solution. Therefore, study the solution documentation carefully in the beginning. Also, share the solution documentation with the future users of the solution and especially the teams involved in the implementation!  

Useful documentation:

• Introduction to Matrix42 Core
• Processes and use cases

The How to Read ITSM Essential Solution Library Documents article provides more information about the solution documentation. 

Familiarize yourself with the implementation instructions

To successfully implement the Matrix42 Core solution, it is necessary for you to carry out specific implementation tasks. We recommend thoroughly reviewing and acquainting yourself with the provided implementation guidelines.

Useful documentation:

• Implementation instructions for customers
• All customer instructions: Customer instructions for Matrix42 Core deliveries

Gather the Required Information 

To implement Matrix42 Core and its accompanying integrations, certain information needs to be inputted into the system. We kindly request that you promptly provide this information to your Efecte consultant for seamless setup.

Useful documentation:

• Summary of information needed for setup and implementation

Start with Your Implementation Tasks

Begin your implementation tasks as guided by the instructions provided below. Should you have any questions or require assistance, please feel free to reach out to your Efecte consultant without hesitation.

Useful documentation:

• Implementation instructions for customers

Kick-off session

In this session, we'll initiate the Matrix42 Core journey, guiding you through the scope and discussing the necessary information required from you to facilitate the delivery process. We will explore the practical aspects of managing delivery tasks and collaboratively determine a schedule and action plan for the subsequent steps.

How to prepare for the session?

1.  Identify key participants and invite them to the session
2. Prepare questions and discussion points
3. Identify target schedules for the implementation and go-live   

Solution Presentation Session

In this session, you'll meet the solution consultant and receive a demo of your environment. We will start with personal introductions and an overview of the session's objectives, ensuring everyone is aligned and informed. Following this, we'll have a brief demo, showcasing its capabilities through real-world use cases in the customer's environment. This practical approach aims to clarify the tool's functionality and application in incident and service request management. The session will also discuss system access logistics and planning for the next steps. 

How to prepare for the session?

1. Identify key participants and invite them to the session. Make sure they're familiar with the Introduction to Matrix42 Core and Processes and use cases. 
2. Prepare questions and discussion points.

Info

The delivery task management is facilitated by the Efecte Delivery Management Tool (EDM), which is included in your Efecte environment out of the box.

The EDM tool facilitates the delivery, and the customers, the Efecte Partners, and Efecte use it. The EDM tool is used for:  

• Delivery task management based on predefined tasks included in the delivery
• Delivery status reporting based on the percentage of task completion
• Delivery change management
• Test case management based on use cases
• Submitting and tracking test findings
• Tracking functional testing status
• Recording further development items

The Matrix42 Core delivery is modeled in the EDM tool: Delivery phases, tasks, and test cases are included and reflect the Matrix42 Core solution.

The EDM tool can also be used for managing subsequent delivery phases. 

The EDM items are found under the Efecte Delivery Management role. 

 

Testing

Conduct functional testing

For a smooth and efficient operation of the Matrix42 Core solution in line with the predefined use cases, we kindly request that you perform functional testing against these use cases. Additionally, please make sure to update the testing tasks in the EDM tool. This will help us ensure that the solution functions as intended and meets your needs.

Useful documentation:

• Testing guide

Training

Attend to the trainings 

Included training

• Efecte Foundations training for end users
  • Type: Classroom training conducted by a trainer (onsite or online)
  • The following documents will be handed over to you by the trainer in the beginning of the training session.  
    • Participant guide
    • Efecte Service Levels and Business Hours Management Administrator Guide
    • How to edit email notifications

Online videos

• Solution introduction videos 
  • Note! These are general solution introduction videos - not specific to Matrix42 Core, but are still useful!
• Administering Efecte Service Management Tool videos

Additional paid training subject to separate agreement

• Administering Efecte Service Management
• Designing Visual Workflow Automation
• Advanced Administering Efecte Service Management

Go-live and closure

You will have a fully operational environment upon completing all the tasks detailed in the technical implementation instructions. Please note that this outcome depends on the timely and accurate completion of your assigned tasks as specified in the guide.

Delivery closure

The delivery will be closed in the Closing session. The purpose of the closing session is to confirm with you that everything included in the delivery scope has been delivered successfully. The session agenda is presented below.  

Handover to support

Efecte will transfer your environment to the scope of continuous support provided by the Efecte Service Desk. This means that your single point of contact in case of service issues is the Efecte Service Desk once the delivery has been closed.  

Conclusions

As we approach the completion of the Matrix42 Core solution delivery, we hope that this guide has been a valuable resource in navigating the implementation process. Your engagement and collaboration throughout this journey have been instrumental in ensuring a successful setup and integration of the solution into your operational environment.

We trust that the Matrix42 Core solution will meet and exceed your expectations, providing a robust and efficient tool for your IT service management needs. Our team is committed to your satisfaction and is always available to assist with any questions or support you may require.

As you move forward with the solution, we encourage you to explore its full potential and take advantage of the various functionalities it offers. The Matrix42 Core solution is based on the Efecte Service Management (ESM), which is a flexible platform product. Therefore, you can expand towards additional processes, use cases, or organizational units. Nearly any Service Management process can be facilitated by the platform! 

Thank you for choosing Efecte and for your valuable partnership. We look forward to supporting you and your team, ensuring that Matrix42 Core becomes a cornerstone of your service management strategy.