IT Service Management (ITSM) - is an approach to managing IT in an enterprise, focused on processes to meet the business expectations. This enables the transformation of IT departments into service units, offering reliable, flexible, and high-quality IT services.
Modern IT organizations are increasingly becoming service providers within their companies, sometimes even beyond the company's boundaries. Many of these companies do not know the value or cost of a specific service. Challenges for companies also include providing self-service services, optimizing the service catalog, automating, and increasing the efficiency of IT services.
The solution is Matrix42 Service Management, which allows the optimization and automation of both certified ITIL V3 services and business services.
Service Desk - Service Center - Incident, Problem, and Change Management - Matrix42 Service Desk enables the implementation of automated incident, problem, and change management based on ITIL standards. Users and technical support receive simple and automated IT support processes. This shortens problem-solving time, automates repetitive incident resolutions, and significantly improves service quality and user satisfaction.
Main benefits:
Significant reduction in IT operational costs by automating support tasks.
Time savings for IT staff by providing them with access to all task-related information in just a few mouse clicks.
Increased efficiency and user satisfaction through self-service problem resolution and reduced downtime.
Service Catalog - Service Catalog - The Matrix42 service catalog offers users easy, fast, and controlled access to IT services provided by the organization. Access to the service catalog is provided through a self-service portal available via a web browser or mobile applications. Users can reserve necessary services that are automated, provided they are technically feasible. This approach reduces service delivery time and decreases the number of requests to the IT help desk, ultimately lowering IT support costs.
Main benefits:
Increased efficiency in managing IT costs;
Lower business risk due to simplified compliance management through automatic service order alignment with company guidelines;
Up to 40% reduction in help desk tickets, increasing IT department efficiency;
Mobile Apps - Mobile Applications - Matrix42 mobile applications provide easy and efficient management of IT services during travels and allow users convenient access to IT services within the company. With just a few clicks on iOS or Android devices, users can receive comprehensive IT support from anywhere and at any time.
Key benefits:
Increased user satisfaction due to fast access to IT services and support, along with better insight into orders and reported incidents;
Up to 80% increase in service request approval speed by enabling managers to make decisions while traveling;
Increased mobility for Service Desk employees by allowing them to process incidents while on the move;
Koma Nord has a team of professionals specializing in ITIL process modeling and building solutions for IT Service & Asset Management, supporting the management of IT services and assets throughout their lifecycle.
With extensive experience and competencies, we offer comprehensive services, from assessing organizational maturity, analyzing requirements, creating solution concepts, modeling business processes according to ITIL recommendations, to implementing selected solutions.
