SELECTED PROJECTS.

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

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

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

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

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

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

Starting point

The service catalogue did not cover the areas that were needed, and data was split between Matrix42 and the new SMAX environment.

Solution

Adaptation of the service catalogue with individual modules for service request, incidents, SACM, payroll, HR Direct and business applications. Connection of external interfaces from SMAX to Matrix42. Transfer of the Matrix42 records including emails, tickets and journal entries into the SMAX database. Data import from RIO into SMAX and visualisation of the business processes via UCMDB. Configuration packages from DEV and TEST to PROD, setup of mail-to-ticket and the email robot.

Outcome

The service catalogue covers the business areas, the data sits consolidated in one environment, and processes are traceable through the CMDB.

Technologies used

• SMAX
• Matrix42
• UCMDB
• RIO
• SolutionBuilder
• UUX
• ITAM
• SACM

Starting point

Licences for the Office 365 suite were spread across departments with no overview of which ones were actually in use. A process for returning and redistributing them was missing.

Solution

Recovery of existing licensed programs in the O365 suite. Decentralisation of the project into several instances, among them HR and development. Development of standards and processes based on SMAX and Active Directory in an ITSM and ITAM context. Filtering and redistribution of existing licences according to defined process structures.

Outcome

Unused licences are identified and reassigned instead of bought again. Distribution follows a documented process.

Technologies used

• SMAX
• Active Directory
• Matrix42
• ITSM
• ITAM
• O365