Matrix42 Professional is a cloud-based IT Service Management (ITSM) and Enterprise Service Management (ESM) platform designed to automate and manage service processes across IT and other business functions. It delivers out-of-the-box ITSM and ESM capabilities, including incident, request, change, asset, and configuration management, with a modern self-service portal and workflow automation. The platform is highly flexible and scalable, allowing organizations to expand functionality with AI, Identity Governance & Administration (IGA), Remote Assistance, and Discovery modules. Matrix42 Professional supports multiple deployment models—European cloud, private cloud, or public cloud—ensuring data security and compliance with standards such as GDPR. The solution integrates reporting, analytics, and knowledge management, enabling organizations to optimize service delivery, improve efficiency, and maintain full control over their data.

Key Features

Out-of-the-Box ITSM & ESM Processes Ready-to-use service management workflows for IT and business.

• Incident, request, change, asset, and configuration management
• Extendable to non-IT business processes

Self-Service Portal Empowers users to resolve issues and submit requests.

• Intuitive interface for ticketing and knowledge base access
• Real-time status tracking

Automation & Workflow Engine Streamlines and digitalizes service management.

• Automates ticket routing, approvals, and escalations
• Reduces manual effort and operational risk

Flexible Deployment Supports various cloud and on-premises models.

• European cloud, private cloud, or public cloud options
• Ensures data security and compliance

Scalability & Extensibility Adapts to organizational growth and changing needs.

• Add AI, IGA, Remote Assistance, or Discovery modules
• Expandable to advanced editions

Reporting & Analytics Provides actionable insights for service performance.

• Built-in dashboards and customizable reports
• SLA tracking and compliance monitoring

Asset & Configuration Management Tracks hardware, software, and configuration items.

• Improves control and visibility over IT environment

Knowledge Base Centralized repository for articles and solutions.

• Enhances self-service and support efficiency

Benefits

Comprehensive Service Management Manages IT and business processes from a single platform.

• Reduces complexity and improves efficiency
• Supports cross-departmental workflows

Rapid Implementation Quickly operational with minimal risk.

• Out-of-the-box processes and expert onboarding

Cost Efficiency Transparent pricing and scalable features.

• Fits midsize and large organizations’ budgets

Improved User Experience Modern, intuitive interfaces and self-service options.

• Increases user satisfaction and adoption

Operational Efficiency Automates routine tasks and processes.

• Frees staff for higher-value work
• Reduces errors and manual workload

Compliance & Security Meets GDPR and international standards.

• Keeps data secure and under organizational control