SPECIALISATION OVER GENERALISM
We focus on ITSM, Matrix42 and ServiceNow at a level generalists simply cannot match. No fluff, no half measures.
Why us
We combine technical depth with pragmatic delivery – independent, specialised and as equals.
PRAGMATIC & DELIVERY-FOCUSED
We think in solutions, not concepts. Our consulting does not end with a document – it ends when the solution works in production.
DEEP PLATFORM EXPERTISE
Our Matrix42 and ServiceNow knowledge comes from hundreds of hours of real project work – not from training courses. Every module, every interface.
INDEPENDENT CONSULTING
We are not a reseller and have no sales quotas. Our recommendations follow your requirements exclusively – not vendor interests.
Industries
- Energy & Utilities
- Public Sector
- Manufacturing & Industry
- Software & IT Services
What we do
SERVICES
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01
ITSM STRATEGY & CONSULTING
We analyse your IT organisation using proven maturity models, identify structural weaknesses and develop a pragmatic ITSM roadmap – tailored to your company size, industry and existing IT landscape. No generic framework bingo, just real change.
- 01Maturity AssessmentEvaluation of all ITSM processes based on ITIL 4 and individual organisational requirements.
- 02Gap Analysis & PrioritisationIdentifying the biggest levers – what delivers quick wins, what is long-term?
- 03Roadmap & Implementation PlanConcrete measures with timeline, responsibilities and measurable KPIs.
- 04Accompaniment & ReviewWe stay involved until improvements are firmly embedded in operations.
Reference Projects
- Thüga-Smartservice (Energy sector)End-to-end responsibility for the ITSM framework: process workshops, service catalogue setup, SLA integration and sprint-based delivery. Full service desk responsibility including operational management.
- Christian Winkler GmbHFull service desk build-up to ITIL v4: role model, responsibilities, operational processes – including training for over 100 employees and implementation roadmap presented to management.
02
MATRIX42 IMPLEMENTATION
As experienced Matrix42 specialists we implement and configure the entire suite – from initial setup and customising to integration into your existing system landscape. Every module, every interface, every environment.
- 01Requirements EngineeringRequirements gathering with all stakeholders – technical and process-related.
- 02System Architecture & SetupInstallation, configuration and adaptation of the Matrix42 environment.
- 03Customising & IntegrationWorkflow development, API connections (AD, SAP, M365) and ASQL/JavaScript customisations.
- 04Go-Live & HypercareSupport during go-live including regression tests, sign-off and controlled rollout.
Reference Projects
- Federal Institute for Real Estate (BImA)Full implementation incl. Incident/Change/Request processes, import definitions, ASQL data sources, SAP interface and compliance rules for email routing and escalation.
- BHS Tabletop AGDigital contract management (Contract Management 3.0), service catalogue with tenant-specific visibility control, end-to-end onboarding/offboarding and JavaScript-based UUX logic.
- Freudenberg GroupComplex workflow logic, REST/API connectors, asset and licence management, and a fully automated logistics area with trigger, status and return-processing logic.
- SPIRIT/21 GmbHStabilisation after major release: reconfiguration of workflows, compliance rules, filter logic (REST API from v12.0.3), master data and SSRS reporting. New instance build incl. SQL Server and SSAS.
- Thüga-SmartserviceSoftware asset management, licence management, SLA management, mail-to-ticket, import definitions and full process modelling for Incident/Change/Request incl. custom modules.
- Christian Winkler GmbHITSM platform build from scratch: service catalogue, role assignment, knowledge base, context variables, notification automations and training for over 100 employees.
03
SERVICENOW IMPLEMENTATION
ServiceNow is one of the most powerful ITSM platforms on the market. We implement, configure and optimise the Now Platform – from classic ITSM and ITOM to enterprise-wide workflow automation.
- 01Requirements EngineeringRequirements gathering with all stakeholders – technical, process-related and organisational.
- 02Instance Setup & ConfigurationBuilding the instance incl. scope planning, CMDB structure and role model.
- 03Process ImplementationMapping your ITSM processes – Incident, Change, Problem, Request and more.
- 04Integration & Go-LiveConnection to existing systems (AD, SAP, M365) and accompanied go-live.
Reference Projects
- Micro Focus – SMAX ImplementationImplementation of individual ITSM modules (Service Request, Incidents, SACM, Payroll, HR Direct). External interface connections to Matrix42, data import from legacy systems, mail-to-ticket setup and DEV/TEST/PROD deployment.
- Micro Focus – O365 Reclamation ProgramITSM-supported coordination and automation of licence workflows incl. Active Directory and ITAM integration. Filtering, redistribution and assignment of licences according to process-based structures.
04
IT GOVERNANCE & COMPLIANCE
Regulatory requirements, audit preparation, clear responsibilities – we help you build governance structures that exist not only on paper but are lived in day-to-day operations.
- 01Governance AssessmentAnalysis of existing structures, policies and control mechanisms.
- 02Framework DesignDevelopment of a governance framework tailored to your organisation.
- 03Policies & ProcessesDocumentation, role models and escalation paths – practical and auditable.
- 04Audit SupportPreparation and support for internal and external audits.
Reference Projects
- Federal Institute for Real Estate (BImA)Full governance logic: notification routing via roles, dynamic recipient determination, exclusion rules and escalation chains. ITIL-oriented process modelling with state logic and responsibilities.
- Thüga-Smartservice (Energy sector)Process modelling Incident/Change/Request incl. SLA integration, service hours, escalation chains and documentation in BIC/Confluence – ITIL-compliant and fully auditable.
05
PROCESS OPTIMISATION
Incident, Problem, Change, Release – these four core processes determine the stability and agility of your IT. We analyse where friction occurs, where manual effort is too high and where processes bypass people.
- 01Process Mining & AnalysisData-driven analysis of as-is processes incl. time measurement and error rates.
- 02Process DesignRedesign of processes with all stakeholders – co-creative and practical.
- 03Toolside ImplementationMapping processes in Matrix42 or ServiceNow incl. automation and SLA definition.
- 04Measurement & OptimisationKPI tracking and iterative improvement after go-live.
Reference Projects
- SPIRIT/21 GmbHReconfiguration of workflows, compliance rules and master data following new filter API (REST from v12.0.3). Implementation of secure, parameterised filter logic and stable production deployment after major release.
- Federal Institute for Real Estate (BImA)Process modelling Incident/Change/Request: state logic, mandatory fields, responsibilities, escalation points, SLA integration – facilitated process workshops and direct translation into tool backlog.
06
REPORTING & ANALYTICS
What you cannot measure, you cannot manage. We develop KPI frameworks, meaningful dashboards and automated reports that give your management real decision-making foundations.
- 01KPI DefinitionJoint definition of relevant metrics – aligned with your IT goals.
- 02Data Source AnalysisMapping of available data from Matrix42, ServiceNow and other systems.
- 03Dashboard DevelopmentBuilding operational and strategic dashboards – live and automated.
- 04Review ProcessEstablishing a regular review cycle for continuous improvement.
Reference Projects
- Thüga-Smartservice (Energy sector)Build-out of SSRS/Analysis Services, process KPIs and performance monitoring. Data lists, load times and filter performance optimised – including CI-based notification email templates.
- Federal Institute for Real Estate (BImA)Development of high-performance ASQL data sources and data lists with primary filters. Data collector workflows for state change visualisation and debugging traceability.
07
TRAINING & ENABLEMENT
Sustainable ITSM transformation only works when knowledge stays in-house. We train your teams on Matrix42 functions, ITSM processes and governance requirements – practical, tailored to your context.
- 01Needs AnalysisCapturing knowledge gaps, roles and learning objectives per target group.
- 02Curriculum DevelopmentTailored training plan for end users, key users and administrators.
- 03DeliveryIn-person workshops, remote sessions and self-learning materials.
- 04Train-the-TrainerEmpowering internal multipliers for sustainable knowledge transfer.
Reference Projects
- Christian Winkler GmbHTraining and workshops for over 100 employees (IT & non-IT) on ITIL v4 processes and Matrix42 – including sustainable enablement, process embedding and implementation support.
- Thüga-Smartservice (Energy sector)User training for Matrix42 operators including requirements gathering, target-process workshops and rollout planning. Facilitated process workshops for service desk teams.
Matrix42 Expertise
MATRIX42.FULLYMASTERED.
Matrix42 is one of our core competencies – for years we have been implementing, configuring and optimising the entire suite for companies across the DACH region. From initial installation to production-ready operations.
The central point of contact for every IT request: structured intake, prioritisation and SLA-driven handling of incidents. We configure workflows, escalation levels and reporting so resolution times measurably improve.
A well-maintained CMDB is the foundation of reliable IT governance. We build configuration models, import definitions and data sources that accurately map IT assets and their dependencies.
Transparency into licence holdings, usage and contract terms protects against compliance risk and unnecessary cost. We implement SAM processes that govern procurement, assignment and return of software end to end.
From rollout to retirement: we manage endpoints across their full lifecycle – including automated patching, software distribution and compliance rules for mobile and stationary clients alike.
Manual process steps cost time and quality. In Workflow Studio we model approvals, escalations and system integrations as automated, low-code workflows – including REST API connections to adjacent systems.
A well-structured service catalogue reduces follow-up questions and noticeably relieves the service desk. We design self-service portals with tenant-specific visibility, a knowledge base and end-to-end onboarding workflows.
ServiceNow Expertise
SERVICENOW.CONFIGURED.OPTIMISED.
ServiceNow is the second pillar of our platform expertise. We implement, configure and optimise the Now Platform – from classic ITSM to enterprise-wide workflow automation.
End-to-end IT service and infrastructure management: we configure incident, problem and change processes plus a resilient CMDB that brings IT operations and assets together with full transparency.
Solve customer requests, don't just manage them: we implement case management, self-service portals and SLA governance that cut response times and lift customer satisfaction.
From onboarding to offboarding: we map the full employee lifecycle in HR service portals – with clear workflows, self-service and tight integration into existing HR systems.
Manual steps become automated workflows: with Flow Designer and Integration Hub we connect systems low-code and automate approvals, escalations and data flows.
Decisions built on real-time data: we build dashboards and AI-driven predictive analytics that surface bottlenecks early and make platform performance measurable.
Approach
Approach
01
Analysis
Capture maturity, requirements and the data basis.
02
Design
Define processes, roles and the service catalogue.
03
Implementation
Build configuration, workflows and interfaces.
04
Automation
Map approvals, escalations and routing as rules.
05
Operations & review
Support go-live, measure, adjust.
References
SELECTED PROJECTS.
Selected reference projects from Matrix42, ServiceNow and ITSM engagements across the DACH region.
ITSM
Thüga-Smartservice (Energy sector)
End-to-end responsibility for the ITSM framework: process workshops, service catalogue setup, SLA integration and sprint-based delivery. Full service desk responsibility including operational management.
Matrix42
Federal Institute for Real Estate (BImA)
Full implementation incl. Incident/Change/Request processes, import definitions, ASQL data sources, SAP interface and compliance rules for email routing and escalation.
Matrix42
BHS Tabletop AG
Digital contract management (Contract Management 3.0), service catalogue with tenant-specific visibility control, end-to-end onboarding/offboarding and JavaScript-based UUX logic.
ITSM
Thüga-Smartservice
Starting point
The service desk worked without an end-to-end framework. For service requests, incidents, problems and changes there were no clear responsibilities, escalation chains or service hours.
Solution
End-to-end responsibility for the Matrix42 implementation. Process modelling for incident, change and request with state logic, responsibilities, escalation chains and SLA integration. SLAs and service-hour profiles in the ticket dialogues. Knowledge base with article structure and role-based publishing. Process documentation in BIC and Confluence, ready for audit.
Outcome
The service desk works to a documented framework. Response times are measurable and escalations run automatically.
Technologies used
- Matrix42 ESM
- ITIL 4
- Compliance Rules
- ASQL
- JavaScript
- BIC
- Confluence
Matrix42
Federal Institute for Real Estate
Starting point
There was no existing system to build on. The service desk had to be created from scratch under the requirements of a federal authority: traceable responsibilities, documented processes, dependable data quality. Master data arrived from several upstream systems in inconsistent quality.
Solution
Complete rebuild of the system from the ground up. Process modelling for incident, change and request with status logic, role model, escalation points and SLA embedding. Authority-specific process automation via service forms, trigger logic, workflows and compliance rules. Configuration of all import definitions with mapping, validation logic, error handling and delta logic. Governance logic for notifications with role-based recipient resolution.
Outcome
An empty environment has become a productive service desk that meets the traceability requirements of the public sector. Import runs are repeatable and releases run in a controlled way across three environments.
Technologies used
- Matrix42 ESM
- Import definitions
- Workflow Studio
- Compliance Rules
- Context variables
- ASQL
- JavaScript
- SAP IS-U
- S/4HANA
Matrix42
BHS Tabletop AG
Starting point
The service desk was not viable in its existing form. Hardware handover and recurring requests were manual work without service forms, emails were transferred into tickets by hand, and user accounts were maintained separately from the directory service. Contracts sat outside the system and deadlines were tracked manually.
Solution
Redesign of the service desk with a service catalogue, service forms and approval as well as fulfilment logic. Automated hardware handover with task generation, status logic and token processing. Setup of the email robot including mailbox, connector and tenant configuration. Azure AD integration for user master data and roles, plus scheduled jobs for recurring routines. Digital contract management with its own data model and automated deadline logic.
Outcome
Requests run through forms instead of by word of mouth; hardware handover and recurring tasks are automated. Emails become tickets without an intermediate step, user data comes from the directory service, and deadlines run through the system.
Technologies used
- Matrix42 ESM
- Contract Management 3.0
- Email robot
- Azure AD
- UUX
- Workflow Studio
- Compliance Rules
- ASQL
- JavaScript
About us
ITSM Governance Consultancy is a specialised consultancy for IT Service Management, Matrix42 and ServiceNow. We help companies across the DACH region build structured, transparent and service-oriented IT organisations.
Our approach is pragmatic and results-driven: we do not produce concepts that gather dust. We implement, train and measure.
With deep expertise in Matrix42 and ServiceNow, we know both platforms at every level – from technical architecture to the day-to-day user experience.
“Good ITSM consulting does not end with the project – it ends when your teams excel independently.”
Certifications
PROVEN EXPERTISE.
Our certifications represent deep, tested expertise applied in projects every day. ITIL, ServiceNow, Matrix42: certified, proven, practical.
ITIL® 4 Foundation
PeopleCert / Axelos
The world's leading framework for IT Service Management. The foundation of every ITSM engagement – from process design to governance.
ITIL® 4 Managing Professional
PeopleCert / Axelos
Advanced ITIL certification covering practical, technical and IT-management topics in modern service organisations.
ServiceNow Certified System Administrator
ServiceNow
Certified administration expertise for the Now Platform – configuration, user management, workflows and platform operations.
CIS – IT Service Management
ServiceNow
Certified Implementation Specialist: proven competence in implementing and configuring ServiceNow ITSM – Incident, Problem, Change, CMDB.
Matrix42 Certified Consultant
Matrix42 Academy
Certified expertise across the Matrix42 platform – from ESM and EEM to SAM. Basic and advanced bootcamp completed.
ISO/IEC 20000 Foundation
EXIN
Solid knowledge of the international standard for IT service management – foundation for audit readiness and compliance projects.
Contact
LET'S TALK.
Whether it's a concrete project, a question about Matrix42, or a strategic IT initiative – we are here for you.
- Emailinfo@itsmgovernance.com
- Phone+357 99 725 152
- LocationCyprus (serving the DACH region)