Name: Matrix42 IT Service Management
Rating: 4.4 (127 reviews)

Overview

Product Information on Matrix42 IT Service Management

Updated 13th October 2025

What is Matrix42 IT Service Management?

Matrix42 IT Service Management is a software designed to facilitate the management and automation of IT service processes within organizations. The software provides functionalities for incident management, problem management, change management, and service request fulfillment, supporting standardized ITIL practices. It enables the creation, tracking, and resolution of IT service tickets and includes tools for workflow automation, knowledge management, and service catalog management. The software aims to enhance operational efficiency by streamlining service processes and providing visibility into IT service performance. Through centralized management and integration capabilities, it assists businesses in overseeing IT service delivery and improving response times to service-related issues.

Overall experience with Matrix42 IT Service Management

IT Associate

500M - 1B USD, Healthcare and Biotech

FAVORABLE

“Intuitive operation, flexible use, great further development, but a mobile app is still missing.”

5.0

May 21, 2026

Communication with the provider is consistently professional, reliable, and solution-oriented. Concerns are addressed promptly and resolved constructively together. Even with more complex issues, suitable solutions have always been found. Matrix42 is always helpful and cooperative when problems arise and provides targeted support to the IT department in clarifying and implementing solutions.

Automated Translation from German

IT Associate

<50M USD, IT Services

CRITICAL

“Matrix42 is considered a comprehensive but complex tool prone to interruptions.”

3.0

Apr 1, 2026

I've been using Matrix42 for almost four years as a support technician and fleet manager. Matrix42 seems to be a comprehensive tool, but it's complicated to configure.

Automated Translation from French

About Company

Company Description

Matrix42 is a company providing an enterprise service management platform designed to meet current business requirements. They offer solutions in User Experience, Process Efficiency, Cost and Compliance, Operational Agility, and Intelligent Automation with the intention to enhance process efficiency, bolster data security, and improve employee experience. The product bundle features IT Service Management, IT Asset Management, Unified Endpoint Management, Software Asset Management, and Endpoint Data Protection. The primary objective is to adequately assist customers in their process of digital transformation.

Company Details

Company type

Public

Year Founded

1992

Head office location

Frankfurt, Germany

Number of employees

501 - 1000

Annual Revenue

50M-250M USD

Website

https://www.matrix42.com?utm_source=linkedin-profile&utm_medium=social-organic&utm_campaign=SOM-GA-referrals&utm_content=linkedin-company-page&utm_term=

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Key Insights

A Snapshot of What Matters - Based on Validated User Reviews

User Sentiment About Matrix42 IT Service Management

Reviewer Insights for: Matrix42 IT Service Management

Deciding Factors: Matrix42 IT Service Management Vs. Market Average

Performance of Matrix42 IT Service Management Across Market Features

Matrix42 IT Service Management Likes & Dislikes

Particularly noteworthy are the intuitive usability and the continuous development of the tools in the area of workflows. The applications support an efficient and structured way of working, thereby significantly simplifying the implementation of complex IT processes. Another key advantage is that processing is now possible regardless of the operating system, allowing for greater flexibility.

Automated Translation from German

As mentioned previously, Matrix 42 is a comprehensive tool for ticketing, inventory management, license management, etc. Personally, I mainly use the ticketing and inventory/hardware management features.

Automated Translation from French

It covers the Entire Specrum of Activities and Information at daily Work in the Service Desk

It's a shame that there's currently no implementation of SAP components. Furthermore, a standalone app for iOS/Android is missing, which would allow users to manage tickets and similar tasks. In my opinion, the ability to run ESM on multiple servers for load balancing is also potentially lacking.

Automated Translation from German

There have been far too many slowdowns and service outages since Matrix42 was implemented. From what little I've seen of Matrix's administration, it's complicated to configure.

Automated Translation from French

In Ticet Processind, Tickets currently being worked on are not locked for other users, so work ist sometimes wasted. The Design needs to bi revised, and the content schould bi easily customizable to individual needs. Currently, ther is too much Information crammed into overly rigid Windows.

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Peer Discussions

Matrix42 IT Service Management Reviews and Ratings

4.5

(129 Ratings)

Rating Distribution

5 Star: 53%
4 Star: 37%
3 Star: 9%
2 Star: 1%
1 Star: 0%

Customer Experience

Evaluation & Contracting

4.5

Integration & Deployment

4.4

Service & Support

4.3

Product Capabilities

4.5

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IT Associate
50M-1B USD
Healthcare and Biotech
Review Source
Intuitive operation, flexible use, great further development, but a mobile app is still missing.
5.0
May 21, 2026
Communication with the provider is consistently professional, reliable, and solution-oriented. Concerns are addressed promptly and resolved constructively together. Even with more complex issues, suitable solutions have always been found. Matrix42 is always helpful and cooperative when problems arise and provides targeted support to the IT department in clarifying and implementing solutions.
Automated Translation from German
Manager, Customer Service and Support
Gov't/PS/Ed
Government
Review Source
Great Product, but it needs to be cared for.
4.0
Mar 23, 2026
M42 is a great Tool that comprehensively covers all Areas of activity in the Service Desk and offers even more. However, it requires Expertise an, in my Opinion, cannot be used correctly by Administrators or Workflow-Programmers without attending training courses.
IT Services Associate
50M-1B USD
Miscellaneous
Review Source
European Platform Excels in Reliability and Compliance
5.0
Mar 12, 2026
My overall experience has been very positive. I especially appreciate the platform's reliability-uptime has been excellent, and performance is consistent even during peak usage. Its versatility stands out as well; the feature set covers a wide range of needs without feeling cluttered.
IT Associate
50M-1B USD
Construction
Review Source
A very powerful ITSM tool - if you know what you're doing
4.0
Mar 19, 2026
Matrix42 is a powerful ITSM platform that we use as a central hub for service management, asset tracking, and business data. Its flexibility and automation capabilities allow us to cover a wide range of use cases, but implementing advanced scenarios requires careful design to avoid side effects. The user experience could also be more modern and intuitive
IT Manager
1B-10B USD
Retail
Review Source
A holistic approach to ITSM without breaking the bank
5.0
Mar 19, 2026
Matrix42 provides a holistic ITSM product that fits our needs well. All necessary modules are available for our use, and the platform is relatively easy to maintain and customize to deliver value for our organization.

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Showing Result 1-5 of 132

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Overview

Product Information on Matrix42 IT Service Management

What is Matrix42 IT Service Management?

Matrix42 IT Service Management Pricing

Overall experience with Matrix42 IT Service Management

“Intuitive operation, flexible use, great further development, but a mobile app is still missing.”

“Matrix42 is considered a comprehensive but complex tool prone to interruptions.”