ServiceNow Expertise
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.
References
Selected reference projects from Matrix42, ServiceNow and ITSM engagements across the DACH region.
ServiceNow
Implementation 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.
ServiceNow
ITSM-supported coordination and automation of licence workflows incl. Active Directory and ITAM integration. Filtering, redistribution and assignment of licences according to process-based structures.
ServiceNow
The service catalogue did not cover the areas that were needed, and data was split between Matrix42 and the new SMAX environment.
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.
The service catalogue covers the business areas, the data sits consolidated in one environment, and processes are traceable through the CMDB.
ServiceNow
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.
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.
Unused licences are identified and reassigned instead of bought again. Distribution follows a documented process.
ITSM Governance – Assistant
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