Service Management
Matrix42 Service Management provides a comprehensive and flexible framework for delivering, managing, and supporting IT and business services across the organization. It brings together structured service definitions, automated workflows, and user-friendly interfaces to support the entire service lifecycle: from requests and approvals to incident handling, fulfillment, and reporting. The system is designed to help organizations move from reactive support to proactive service delivery, with out-of-the-box capabilities that can be adapted to specific needs.
At the core of Service Management is the Service Catalog. After defining and configuring all available services, such as hardware, software, or other service types, they are published to the Self Service Portal, enabling employees to request, track, and manage them independently. In the background, workflows coordinate approvals, provisioning, and notifications, while the integrated Service Desk handles tickets for incidents, service requests, problems, and changes.
This documentation outlines how the various components of Service Management work together and guides you through configuring them, setting up the catalog, customizing request workflows, managing tickets, working with administrative tools, integrations, platform extensions, etc. It provides a full picture of how services are delivered and maintained in Matrix42, supporting both IT and non-IT use cases.
- Service Catalog Guide
- Matrix42 Service Catalog helps you to manage product catalog items, create services and offer them to your Matrix42 Self Service Portal users, as well as process placed orders and provide purchased services.
- Service Desk Guide
- Matrix42 Service Desk is designed to handle the communication of the service provider and its users. The Service Desk allows managing tickets, incidents and service requests submitted from the Self Service Portal, via email or by the Service Desk agents.
- Extensions
- Adobe Product Entitlements (Extension)
- AIOS Connectivity (Extension)
- Dependency Graph (Extension)
- Empirum Service Provisioning (Extension)
- Field Service Management (extension)
- Intune Provisioning (Extension)
- Maintenance and Blackout Windows (Extension)
- Matrix42 Virtual Support Agent Basic
- Microsoft 365 License Assignment (Extension)
- MS Teams Collaboration for Service Desk Agents (Extension)
- M42 Approvals App for Microsoft Teams
- Provisioning Workflow - Assign Azure Active Directory Group (Extension)
- SDDM Data Provider - CI, Service, Dependency Federation (Extension)
- Microsoft Teams Approval (Extension)
- Performance Analysis (Extension)
- How to uninstall Template Paris Extension
Troubleshooting & help