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 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.
References
SELECTED PROJECTS.
Selected reference projects from Matrix42, ServiceNow and ITSM engagements across the DACH region.
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.
Matrix42
Freudenberg Group
Complex workflow logic, REST/API connectors, asset and licence management, and a fully automated logistics area with trigger, status and return-processing logic.
Matrix42
SPIRIT/21 GmbH
Stabilisation 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.
Matrix42
Christian Winkler GmbH
ITSM platform build from scratch: service catalogue, role assignment, knowledge base, context variables, notification automations and training for over 100 employees.
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
Matrix42
Freudenberg Group
Starting point
Service requests ran through structures that had grown over time, without a single catalogue. On- and offboarding was manual work across several departments, and data from legacy systems sat in structures that did not match the target model.
Solution
Structured service catalogue with services, categories, quick calls, target groups and approval as well as fulfilment logic. End-to-end workflows for provisioning and on-/offboarding with task generation and status logic. REST-based interfaces with data mapping, trigger logic and error handling. Data migration from legacy systems including analysis of the source structures and import logic with a delta procedure.
Outcome
Service requests now run through one consistent catalogue instead of by word of mouth. Recurring HR processes are automated and traceable.
Technologies used
- Matrix42 ESM
- Workflow Studio
- Compliance Rules
- ASQL
- JavaScript
- REST API
- Import definitions
Matrix42
SPIRIT/21 GmbH
Starting point
Over the years the system had been filled with several hundred scripts and workflows. Which logic applied where, and what a change in one place would trigger elsewhere, was no longer traceable. On top of that came tenant separation: the hosted environment carried several tenants whose data had to be cleanly separated.
Solution
Step-by-step clean-up of the existing setup and a return to standard, with a new instance on a DB server as a clean foundation. Tenant separation via resolver groups, role- and OU-based visibility and object permissions, plus adjustments in Azure for connecting the tenants. Reconfiguration of all filter expressions to the new method from version 12.0.3 with stable where conditions.
Outcome
Instead of hundreds of grown one-off solutions there is a traceable standard again. Tenants are cleanly separated and filters run while loading less data.
Technologies used
- Matrix42 ESM
- REST API
- Resolver Groups
- Azure
- ASQL
- JavaScript
- MS SQL Server
- SSRS
- SSAS
- IIS
Matrix42
Christian Winkler GmbH
Starting point
There was no service desk in the proper sense. Requests came in by word of mouth, phone and email. Responsibilities were undefined and knowledge sat with individual people.
Solution
Build of a service desk to ITIL 4 with a role model, responsibilities and operating processes. Value stream analyses in the Service Value System with process visualisation. Adaptation of Matrix42 to the new processes. Knowledge base built from practical case examples. Training and workshops for more than 100 employees from IT and the business.
Outcome
Requests run through one channel with defined intake and categorisation. Knowledge is documented instead of tied to individuals.
Technologies used
- Matrix42 ESM
- ITIL 4
- Service Value System
- ASQL
- JavaScript