Matrix42 review

Arguably the first vendor to offer comprehensive Enterprise grade SAM within a full ITSM suite.

Matrix42
Incident Management Group Test 2016 www.theitsmreview.com/wp-content/uploads/2016/02/Matrix42_IM.pdf

Submit your review

Your opinion counts - share your experiences and help your peers make better purchasing decisions with tools.

80%
75% Customer feeback
85% Analyst opinion

Curious how our scoring system works? We explain all, in our scoring FAQs.

Customer satisfaction

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty
75%
Customer score

Submit your review

Your opinion counts - share your experiences and help your peers make better purchasing decisions with tools.

Version reviewed: 7.x

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

Software Asset Management is implemented in the Workplace Management Suite and shares important data with other parts of it, as f.e. Service Catalog, Service Desk and Workplace Management. This leads to a complete Lifecycle of IT Services.

What are the weaknesses of this product?

What features would you add if you had the choice?

Version reviewed: 2015 update 2

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

Easy to deploy, easy to use. Gives us a total solution for our needs.

What are the weaknesses of this product?

A bit tricky and time consuming to buy the product and get started.

What features would you add if you had the choice?

I like the idea of being able to perhaps buy the physical Matrix42 solution as an hardware appliance from you. Where you have a preconfigured an default, vanilla installation of Matrix42. And then the customers can install the hardware and just join the domain with it. This will allow the customer to be up and running in no time.

Version reviewed: 8.0.2

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

Fingerprint Recognition Database of common software products
License Management Database

What are the weaknesses of this product?

CAL calculation (e.g. Exchange)
Compliance report calculation in complex environments
Hyper-V Connection (pre Windows Server 2012 R2)
Poor documentation / poor knowledge database

What features would you add if you had the choice?

Consistent User Interface (for instance: why "Connectors" + "Data Providers")
Better Logging

Version reviewed: 7.0.1

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

It's highly customizable; it integrates all modules which are relevant for an Enterprise

What are the weaknesses of this product?

It's UI Performance

What features would you add if you had the choice?

Elevator pitch

Arguably the first vendor to offer comprehensive Enterprise grade SAM within a full ITSM suite.

Strengths

  • A modern IT management platform with vast platform coverage.
  • ITAM and ITSM mapping from day one
  • Workflow driven solution - adapt for every process
  • BYOD, Mobile and Cloud addressed

Weaknesses

  • Minimal market penetration outside central Europe

ITXM – Full ITAM & ITSM Integration at last

We first reviewed Matrix42 back in 2010, when we assessed that the German IT management tool provider had strong ITAM, ITSM and Systems Management capabilities. Five years on and Matrix42 is as competitive as ever, a modern IT Management platform with vast platform coverage.

Matrix42 want to be the management layer that sits on top of the services that run IT and claim their key differentiators are strength of integration, automation and speed to value – eschewing the consulting heavy approach of many IT management tool rivals. Existing customers range from mid-market to very large enterprises.


Enterprise Grade SAM within ITSM

Many ITSM tool providers pay lip service to ITAM. Adding a few inventory fields with incidents or offering database level integrations between tools. Matrix42 is arguably the first ITSM suite to offer fully integrated enterprise grade ITAM capabilities.

The vision of fully integrated ITAM and ITSM is:

  • For ITAM
  • Meeting compliance and efficiency goals whilst decisions and changes are being made rather than attempting to clean up mess afterwards.
  • Allowing users to be productive and have access to the assets they need whilst being compliant.
  • For ITSM
  • Offering visibility of asset relationships and costs to facilitate faster incident resolution, proactive problem management and less error prone change management.
  • Delivering self-service without risks.

Image title

Matrix42 is the closest toolset manufacturer we’ve seen to be able to realize this vision from one platform. The solution offers both strong ITSM capabilities (verified for eight ITIL processes via a modern interface) whilst also offering depth of datacentre SAM coverage (Identifying options and packs enabled for Oracle database).

Key ITAM features include:

  • Software and hardware inventory for physical devices, virtual assets and SIM cards
  • Software recognition and enterprise SAM capabilities
  • Contract lifecycle management
  • Integrated self-service Enterprise App Store
  • Automatic tracking and alerts
  • Full compliance management across physical, virtual, mobile and cloud environments

Implementation of the Matrix42 ITSM Suite begins by adding a login script to existing inventory toolsets that immediately identifies the relationship between incoming requests and incidents and underlying assets. So even without much thought about process design, the ITSM data set becomes richer from day one.  

End users can request software and hardware assets via a self-service portal with built-in management approval and the ability to revoke/recall requests and installs (e.g. Uninstall software after 90 days).

Matrix42 coverage extends from desktop and mobile to datacentre and cloud. Customers can also connect to existing toolsets via OOTB integrations to SCCM, LANDESK, ServiceNow or other popular toolsets via their marketplace. 


Workflow driven Service Management

Matrix42 is a workflow driven solution, we found the process design very straightforward with great potential for building out processes and automating IT management tasks.

Self-service is intuitive and easy to use, working great on mobile and tablet too. The combination of Matrix42 ITSM Suite 8.0 and Workspace Management 2015 allows customers to fully automate the asset request process without human intervention – from first request, to approval, installation and invoicing / cost allocation.


Image title

BYOD, Mobile and Cloud

Matrix42 offer three capabilities to enable IT management professionals to manage new technology and innovation in their organization:

  • Matrix42 capabilities extend to the day-to-day management of mobile devices including personal smartphones for organizations embracing BYOD programmes.
  • MyWorkspace from Matrix42 is a single-sign on / simplified access platform for SaaS and web-based applications – allowing quick on boarding and off boarding of apps whilst mitigating info security risk
  • Finally, Matrix42 also offer ‘Silverback’ for mobile device management

Matrix42’s market presence and market share is not reflective of their technology, this is a great toolset which deserves more attention – let’s hope the recent management buy out realizes some of this potential. In particular it would be good to see Matrix42 expand outside their central European home base, which represents 89% of customers.


Vendor information - in their own words

“Matrix42 IT Service ManagementComprehensive IT service management, with full workspace integrationMatrix42 IT Service Management solves all your ITSM challenges with a comprehensive single solution. It fully integrates with all your physical, virtual, mobile, and cloud-based workspace environments, and covers all devices and services, regardless of ownership.End-to-end business process integrationIncluding eight major ITIL 2011 processes for any physical, virtual, mobile or cloud-based workspace (Incident Management, Problem Management, Change Management, Request Fulfillment, Service Asset & Configuration Management, Service Level Management, Service Portfolio Management, Service Catalog Management).Integrated self-service portalSelf-help options with access to a comprehensive knowledge base; automated break-fix scenarios; straightforward incident reporting and tracking, modification requests and a state-of-the-art service catalog with integrated approvals.Self-provisioning (ship-to-desk)Enables non-IT staff and users to reliably install, change, or replace computers without IT staff involvement.Service Level AgreementsAutomated agreement, compliance, and monitoring of service levels such as the time taken to deploy a newly requested and approved IT service.Integrated license, asset, and contract managementAutomatic compliance, license reporting, and application usage trackingComprehensive dashboards and reportsFor ad-hoc analysis of ITSM KPI and detailed reporting on every process.Enterprise App Store (Matrix42 Service Catalog)Self-service access and an integrated approval process for standardized bundles of company and public apps, within the terms of your corporate access and usage policies.”