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Review: Matrix42 for Service Catalogue

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This independent review is part of our 2013 Service Catalogue Group Test.

Executive Summary – Matrix42

Overview
  • Strong request and Catalogue functionality – technical focus
  • Good option for Tech-only implementations (e.g. MSPs)
Strengths
  • Good Request and Catalogue functionality
  • Speed of implementation – doesn’t need other ITSM processes
  • ServiceNow integration
Weaknesses
  • Lack of US/UK coverage
  • Approach – little strategic implementation focus
  • Functionality gaps
Primary Market Focus “Mid Market – Suite describes Matrix42 market focus. From 500 to 10,000 users/devices is our sweet spot, although we have several customers with 10,000+ users”

Commercial Summary

Vendor Matrix42
Product Workplace Management 2013
Version reviewed v6.0
Date of version release May 2013
Year founded 1992
Customers Over 2,500 customers in total; approximately 350 with Service Catalogue / Service Desk
Pricing Structure Per Managed Device:  Service Desk and Service Catalogue are included free: Can be Cloud hosted (Monthly Rental) or on Premise (License + Annual Maintenance)
Competitive Differentiators Matrix42 state:

  1. We offer our Service Catalogue AND Service Desk unlimited for FREE with any of our other products
  2. We offer an integrated Suite of award winning Products for Managing Physical, Mobile and Virtual Devices and Users Interaction with IT as recognised by Gartner Magic Quadrant.
  3. We seamlessly integrate out-of-the-box with Products where they are already in place (e.g. SCCM, ServiceNow, Citrix).
Additional features “Free of Charge out-of-the-box integration with Airwatch, Microsoft SCCM 2007 / 2012, ServiceNow, Citrix XenApp and XenDesktop. Other Products (e.g. BMC Remedy) can also be integrated using consulting services to download service and request templates and adapters.”

MATRIX42 LOGOIndependent Review

Matrix42 is relatively new player in the UK and US markets, although established in Germany and other European markets.

The Service Catalogue product provides an effective and full set of request management, portal and catalogue functionality. This is based on the technical ‘bottom up’ approach and includes some effective discovery and asset management functionality. Demand Management has some useful outputs although this, SLAs and Service Desk integration still needs to be developed to meet the full criteria.

The vendor has technical capability and experience of interaction with other products and vendors – there is also a partnership with ServiceNow for wider ITSM functionality. The vendor’s approach is focussed on the technical and discovery aspects rather than strategic and high level services – so e.g., the system can’t easily show graphical representation of service structure and hierarchy.

The customer interface looks professional and similar to a retail experience. Implementation can be quick and doesn’t depend on other ITSM functionality – so this can be an effective and fast way to get started with a catalogue and portal. The vendor primarily works with medium sized enterprises although also has some good large client references.

This product is a good option for medium sized organisations to get started quickly and automate request and fulfilment processes. Buyers would need to have a clear view on how to roll up low-level services into business services using this product – this system may suit managed services providers who may not need to use ‘business’ systems and supply components only – or ‘bundles which are mostly comprised of hardware or commodity systems.

A longer term route to wider and more strategic ITSM integration is available via the ServiceNow integration.

Overview

  • Specific Service Catalogue/Request Management Vendor
  • Established in Germany and other territories – now making sales and marketing incursion into established ITSM markets
  • Excellent Customer and User Interface for IT hardware and software request and lifecycle management
  • Meets most stated requirements – full request management – gaps in strategic approach
  • Vendor not well known in ITSM market
  • Little focus or capability in strategic implementation approach from vendor
  • Gaps in stated requirements – SLAs with Service Desk integration, Demand Management, Dashboards and Reporting
  • Function rich product for technical/bottom up functionality

Strengths

  • Excellent customer and user interface for hardware and software request and lifecycle management
  • Strong and intuitive portal and user request functionality
  • iPhone/iPad integrations looks impressive
  • Good integration with discovery and asset systems to build service bundles and ‘discover’ services
  • Vendor offers clear understanding of technical integration and request management/portal processes
  • Simple and effective structure and levels of service criteria
  • Some excellent enterprise client implementations
  • Strategic Partnership and integration with ServiceNow – opportunity for wide pool of product expertise
  • Some nice views and outputs for Demand management tracking
  • Can be quickly implemented without need to develop ITSM processes

Weaknesses

  • Vendor approach set up for request management and technical / bottom up approach only
  • Matrix42 are passionate technologists, a strategic ‘top down’ view of ITSM services is not currently a key focus
  • Vendor not widely known or established in ITSM community outside of Germany
  • Service Desk and Service Catalogue modules not intrinsically integrated – SLAs not delivered OOTB for Requests in Service Catalogue module, although this is in Service Desk
  • Lack of full function-rich SLA capability without customisation
  • Service hierarchy not fully available in graphical format
  • Demand Management – lacks full requirement without bespoke consulting
  • Gaps in Dashboard and reporting features OOTB – requires specific consulting or in-house SQL skills
  • Basic Help desk/Incident Management functionality

Workplace Management 2013 Service Catalogue Customers

In Their Own Words:

“Integrate or Replace? – Your Choice

What makes Matrix42 unique is our vision to be an aggregator of technology that interacts with end users. If you believe in putting your users first, our solutions help to achieve a great user experience, whilst the Service Desk team maintains control and reaps the benefits of automation. We provide best of breed software that interacts with the user’s Workplace, but we also integrate out-of-the-box with products like ServiceNow, Microsoft SCCM and Citrix, as well as providing an integration layer for other vendors.

Our strengths are:

  1. Simple: Very simple user interface – requires no end user training. Full control over what the end user can see and request. Fully searchable. Our new graphical Workflow Designer allows easy and flexible customisation of request and delivery processes.
  2. Interactive: Users and IT can see exactly where their request is in the system, and issue reminders, WITHOUT calling the Service Desk.
  3. Intelligent: Requests can be auto authorised, one step, two step, conditional extra step if procurement required and can be dependent on factors such as requestor, cost center, service owner, items in stock, licenses available.
  4. Integrated: Out-of-the-box automation for Software Delivery & Configuration of Physical, Virtual & Mobile Devices as well as Active Directory and 3rd party systems.
  5. Holistic: Full Contract Management & automated Licensed Software recognition, enables a complete and automated out-of-the-box solution for Software Request, License Compliance, Procurement and Delivery.”

Screenshots

Further Information

Group Test Index

This independent review is part of our 2013 Service Catalogue Group Test.




1 Response to " Review: Matrix42 for Service Catalogue "

  1. Andreas Jacob says:

    The reviewed product version is generally available since 27. May 2013.