Matrix42 Enterprise Service Management (ESM) is a flexible, cloud-enabled platform designed to automate and digitalize service processes across IT and non-IT business functions, including HR and facility management. The solution provides a centralized self-service portal, service catalog, and workflow automation to streamline service requests, approvals, and provisioning. Matrix42 ESM supports ITIL®-certified processes, configuration and asset management, and integrates with Unified Endpoint Management (UEM) and third-party systems. The platform features persistent discovery for up-to-date configuration management, license and contract management for compliance, and AI-powered features to enhance user experience and self-resolution. Matrix42 ESM is suitable for organizations seeking to standardize, automate, and optimize service delivery, improve operational efficiency, and ensure compliance across departments.

Key Features

Service Catalog & Self-Service Portal Centralized interface for users to request and manage services.

• Freely definable workflows for approvals and provisioning
• Automated service delivery and status tracking

ITIL®-Certified Process Automation Standardizes and automates IT and business service processes.

• Incident, problem, change, and request management
• Root cause analysis and change orchestration

Configuration & Asset Management Maintains up-to-date records of services, devices, and dependencies.

• Persistent discovery of assets and configurations
• License and contract management for compliance

HR Service Management Automates and centralizes HR service requests and case management.

• Self-service for employees and managers
• Automated onboarding, transitions, and escalations

Facility Management Streamlines facility operations and maintenance.

• Asset repository and maintenance planning
• Safety, security, and sustainability management

AI-Powered Features Enhances user experience and self-resolution.

• AI-driven knowledge base and automated answers
• Intelligent ticket routing and categorization

Flexible Deployment Supports cloud, on-premises, and hybrid models.

• Integrates with Matrix42 and third-party solutions

Benefits

Process Efficiency & Automation Reduces manual work and accelerates service delivery.

• Automates routine tasks and approvals
• Increases productivity across departments

Enhanced User Experience Empowers users with self-service and real-time information.

• Improves satisfaction and adoption
• Reduces dependency on support staff

Compliance & Cost Transparency Ensures regulatory compliance and optimizes resource usage.

• Tracks licenses, contracts, and service costs
• Provides audit trails and reporting

Scalability & Flexibility Adapts to evolving business needs and growth.

• Supports IT and non-IT service management
• Customizable workflows and integrations

Data Security & Control Meets data residency and compliance requirements.

• European data centers and GDPR compliance