The software solution at a glance
Enterprise Service Management stands for ITIL®-certified value chain & process automation with full focus on the end user.
The Service Catalog and Self Service Portal give you the freedom to innovate in IT. Users order their services themselves. Your supervisors and, if necessary, IT managers only need to approve these orders in freely definable workflows. Provisioning is fully automated via your Unified Endpoint Management (UEM), Client Life Cycle Management (CLM) or Enterprise Mobility Management (EMM) solution, whether Matrix42 or a 3rd party solution.
With the Service Desk, you react constructively to malfunctions (incidents), analyze the causes of problems (problems; root cause analyses) and orchestrate changes or enhancements (changes).
Configuration Management keeps all services, software, devices and their consumers, including their dependencies, up to date thanks to persistent discovery. License and Contract Management ensure compliance and cost transparency.
Matrix42 Enterprise Service Management (ESM) is the orchestration layer that helps you evolve from a cost center to a profit center.
Your added value at a glance:
- Flexible deployment – available as a cloud, on-premise or hybrid solution.
- Service processes in all departments without media breaks.
- Easily create and price IT and non-IT services and automate the compliance process.
- Use future technologies such as artificial intelligence and chatbots in the service desk already today.
- Significantly reduce costs and effort in service billing through process automation.
- CMDB always up to date thanks to persistent discovery method.
- Easy customizability and extensibility of applications, forms and workflows while maintaining update security using integrated drag & drop technology.
- Significantly increase the productivity of your users with one APP for all services.
Certifications
Certified Practices
- Change Enablement
- Deployment Management
- IT Asset Management
- Incident Management
- Knowledge Management
- Monitoring & Event Management
- Problem Management
- Release Management
- Service Catalogue Management
- Service Configuration Management
- Service Request Management
Licensing Models
- Concurrent user license
- Desktop license
- Enterprise license
- Named user license
Operating Models
- On-Premise
- Private Cloud
- Public Cloud (International)
Available languages
- Dutch
- English
- French
- German
- Italian
- Polish
- Spanish
- more
Where is the software used? - References
More than 5,000 customers – including BMW, Infineon and Carl Zeiss – rely on Matrix42 and manage over 6 million workstations worldwide with its workspace management solutions.
Always up to date - training courses
Matrix42 offers its customers a wide range of training options:
- Standardized training for all Matrix42 products at the Matrix42 Academy.
- Personalized training through Matrix42 Professional Service – on-site or remotely.
- Training offered by Matrix42 Competence Partners.
- Regular free webinars on current topics.
- Webinars on current product releases.
- Matrix42 KnowledgeBase and HelpCenter.
- Matrix42 Community.
Do you need help? - Support
Matrix42 offers the right solution for every customer with a 3-tier support model.
Standard Support
- Basic support including hotfixes for critical cases and remote incident analysis.
- Newsletter on product updates.
- Access to Matrix42 Service Portals.
- Support hours Mon-Fri, 08:30-17:00.
Advanced Support
- Advanced Support including hotfixes for non-critical cases, remote installation of updates.
- Remote System Health Check.
- 20% discount on product training.
- Support hours Mon-Fri, 07:00-20:00.
Premium Support
- Premium Support with personal support by Technical Account Manager, prioritized processing, consultation before updates.
- Support for operating and comprehension questions.
- Active monitoring of Matrix42 applications.
- Use of long-term maintenance versions.
- Round Table: Exchange with Matrix42 product management.
- Support hours Mon-Sun, 00:00-24:00 (24/7), otherwise Mon-Fri, 07:00-20:00.
Available in
- German, English.
- via the portal, by phone, by mail.
Manufacturer
Matrix42
Elbinger Straße 7
60487 Frankfurt am Main
Germany
YOU NEED HELP WITH TOOL EVALUATION?
Software solutions are important for the successful implementation of service management processes in practice. The right tool ensures that people accept and can apply the processes. Take advantage of our years of experience and absolute neutrality when it comes to evaluating the right ITSM or PM software solution.