# Matrix42 Service Management — IT Service Management

Matrix42 Service Management by Matrix42 GmbH holds a panel rating of 2.5/5 from 6 AI judges (category median 3/5), as of 2026-11-02. Provenance: EU-Made; sovereignty: not determined.

- Vendor: Matrix42 GmbH (https://www.matrix42.com/de/)
- Category: [IT Service Management](https://whats-best.ai/software/itsm.md)
- Provenance (editorial classification): EU-Made
- Canonical page: https://whats-best.ai/software/itsm/matrix42
- Alternatives: https://whats-best.ai/software/itsm/matrix42/alternatives ([markdown](https://whats-best.ai/software/itsm/matrix42/alternatives.md))
- Data as of: 2026-11-06 · evaluated 2026-11-02 · oldest source captured 2026-11-01

**AI-generated.** Every score, rationale and verdict here is written by a panel of AI judges from public evidence — an analysis, not a hands-on test. Every fact quotes the vendor page it was read from. No score can be bought. How scores are made: https://whats-best.ai/methodology

## At a glance

- Vendor: Matrix42 GmbH
- Headquarters: Not stated on the vendor’s pages as of 1 Nov 2026
- Data hosting: Not stated on the vendor’s pages as of 1 Nov 2026
- Free plan: Not stated on the vendor’s pages as of 1 Nov 2026

## The panel's verdict

Matrix42 Service Management scores 7 on assets and CMDB and 6 on change and problem management, against 4 on service desk; no criterion's scores spread by more than a point. The asset side is the deepest documented — agentless discovery through data providers and a data gateway, Active Directory, Windows and Unix inventory with SQL, Exchange and SharePoint editions, VMware vCenter, Hyper-V and Citrix XenServer sources, licence requirement analysis, and a CMDB of configuration items with dependency maps. Change management follows ITIL with standard, non-standard and emergency changes, ECAB emergency approval and known-error flags. Service desk trails: we found no public information on SLAs with escalation and business hours, queues, or volume and resolution-time reporting. The self-service portal (4 to 5) needs the separately licensed Service Catalog for its IT Shop, and deployment and integration (4 to 5) documents three deployment models but the only documented public API covers the disk-encryption product. Sovereignty (6 to 7) rests on a Frankfurt legal entity and software stated as developed, hosted and supported in Europe. Pricing pages work on quote request.

**Speaks for it:**
- Assets and CMDB scored 7, the highest mark in the table, for agentless discovery through data providers and a data gateway.
- Change and problem management scored 6, documenting ITIL standard, non-standard and emergency changes with ECAB approval and known-error flags.
- Assets live as configuration items in a CMDB with relationships, real-time tracking and dependency maps used for impact and root cause analysis.
- Three deployment models are documented: Matrix42 Cloud on an infrastructure provider in the customer's own country, Matrix42 Private Cloud in a customer-chosen data centre, and self-managed Matrix42 On-Premises.
- Sovereignty scored 6 to 7, citing Matrix42 GmbH of Frankfurt (register number HRB 129344), a German data protection officer, the Hessian supervisory authority, and software stated as developed, hosted and supported in Europe.

**Held against it:**
- Service desk scored 4, with no public information on SLAs with escalation and business hours, assignment queues, time tracking or volume and resolution-time reporting.
- The only documented public API covers the full-disk-encryption product, and its reporting part is read-only.
- We found no public information on single sign-on, additional languages or satisfaction surveys for the self-service portal.
- We found no public information on the named hosting infrastructure, a subprocessor list or security certifications such as ISO 27001.
- No price figure appears on the captured pages; the pricing page works on quote request, with the Service Catalog module and Premium Services unpriced.

**Best for:**
- You are replacing a spreadsheet inventory with agentless discovery, licence requirement analysis and a CMDB whose dependency maps feed impact and root cause analysis.
- You run ITIL change management and want standard, non-standard and emergency change types with CAB and ECAB approval paths.
- You want software stated as developed, hosted and supported in Europe, with a country-hosted cloud, a private cloud in a data centre you choose, or self-managed on-premises.
- You manage Oracle, SaaS or SAP estates and want the documented compliance add-ons that import computer and installed-application data.

**Avoid if:**
- You need a documented REST API or webhooks for the service management platform itself — the only public API documented belongs to the disk-encryption product.
- You want the portal's service catalog without an extra licence — the IT Shop is available only with the separately licensed Matrix42 Service Catalog.
- You must budget or tender from published prices — ask the vendor: the public pages we read do not show it

## Scores by judge and criterion

Scores out of 5, each judge scoring independently against the published rubric (v1). "n/r" = not rated: the vendor publishes no price, or the judge found no public information on that criterion.

| Criterion | The Service Desk Lead | The MSP Owner | The Change & Configuration Manager | The Municipal IT Lead | The Solo IT Admin | The Skeptic |
| --- | --- | --- | --- | --- | --- | --- |
| Service desk, incidents & requests | 2/5 | 2/5 | 2/5 | 2/5 | 2/5 | 2/5 |
| Change, problem & release management | 3/5 | 3/5 | 3/5 | 3/5 | 3/5 | 3/5 |
| Assets, CMDB & discovery | 3.5/5 | 3.5/5 | 3.5/5 | 3.5/5 | 3.5/5 | 3.5/5 |
| Self-service portal & service catalog | 2.5/5 | 2.5/5 | 2.5/5 | 2/5 | 2/5 | 2/5 |
| Deployment, integrations & multi-client operation | 2/5 | 2.5/5 | 2/5 | 2/5 | 2/5 | 2.5/5 |
| European sovereignty | 3/5 | 3/5 | 3.5/5 | 3/5 | 3/5 | 3/5 |
| Pricing transparency | n/r | n/r | n/r | n/r | n/r | n/r |
| **Weighted verdict** | **2.5/5** | **2.5/5** | **3/5** | **2.5/5** | **2.5/5** | **3/5** |

### The judges

- **The Service Desk Lead** (v1.0): Leads a team of eight agents at a machine builder with 1,400 employees across three plants in Germany and one in Poland. Most tickets still arrive by email, and the same printer and VPN questions come in every Monday. Wants incidents and requests told apart, SLAs that escalate on their own, a portal with a catalog people actually use, answers that deflect the Monday tickets, and reports the IT director reads without a spreadsheet.
- **The MSP Owner** (v1.0): Owns a managed service provider with twenty-two technicians and sixty client companies, from dental practices to a logistics firm with nine sites. Every client has its own contract, its own SLA and its own devices, and every hour has to end up on an invoice. Wants one desk with client data kept apart, the RMM and remote support tool connected, time and contracts billed, a portal per client, and a price per technician that still works when the team doubles.
- **The Change & Configuration Manager** (v1.0): Change and configuration manager at a regional bank that answers to BaFin and, since January 2025, to DORA. Chairs the weekly change advisory board and has to show an auditor who approved which change, which services it touched and which incident it caused. Wants change types with real approvals, risk read from a CMDB that knows how systems depend on each other, problem records tied to incidents, and an audit trail that can be exported.
- **The Municipal IT Lead** (v1.0): Runs IT for a district administration with 900 staff, schools included, on servers in the municipal data centre. Follows BSI IT-Grundschutz and buys through public tenders, and the data protection officer will not sign off staff and device data on a US cloud. Wants an on-premise or open-source edition that is documented and maintained, a portal for teachers and clerks, assets linked to tickets, and a contract and price list the procurement office can put into a tender.
- **The Solo IT Admin** (v1.0): The whole IT department of a 160-person engineering firm, with a part-time trainee on Thursdays. Requests come in by email, Teams and in the corridor, and the asset list is a spreadsheet nobody trusts. Has no time for an ITIL project: wants email and Teams turned into tickets, a simple portal with answers to the common questions, laptops and licences found automatically, a setup that takes days rather than months, and a price they can read off the website.
- **The Skeptic** (v1.0): Has seen "ITIL-certified" on a tool whose change management is a status field, a "CMDB" that is a list of devices without a single relationship, and an "AI agent" that searches the knowledge base. Reads that a product runs on premise and asks whether that edition gets the same features, which of the asset packs are extra, where the tickets and attachments are stored — and how ten years of ticket history would leave.

## European sovereignty — proven facts

Built only from facts on the vendor's own pages; a dimension we could not prove is left open, never scored as zero. Headline: not determined.

| Dimension | Finding | Points | Source |
|---|---|---|---|
| Legal entity | Not determined | — | — |
| Hosting location | Not determined | — | — |
| Hosting options | Not determined | — | — |
| Open source | Not determined | — | — |
| Data processing agreement | Not determined | — | — |
| Transfer impact assessment | Not determined | — | — |

## Key facts

Each fact is the vendor's own statement, cited to the source page it was read from ([S*n*] → Sources).

**Compliance**
- Blocklist on objection: On opt-out, limited information (email, marketing preference) may be stored on a blocklist. [S8]
- Cookie consent: yes [S8]
- European standards: hosting and management in line with European standards for data protection, sovereignty, information security, and AI [S17]
- International transfers: Angemessenheitsbeschluss der EU-Kommission · Standardvertragsklauseln · EU-U.S. Data Privacy Framework [S8]
- Marketing opt out: Präferenzcenter · Abmeldelink in E-Mails [S8]
- Regulations supported: DORA · DSGVO [S4]
- Supervisory authority: Der Hessische Beauftragte für Datenschutz und Informationsfreiheit · Gustav-Stresemann-Ring 1, 65189 Wiesbaden, Deutschland [S8]

**Data**
- Business contact retention: Geschäftliche Kontakt- und Beziehungsmanagementdaten · 5 [S8]
- Chatbot retention: Chatbot-Daten · 5 [S8]
- Lead retention: Lead- und geschäftliche Kontaktdaten · 5 [S8]
- Marketing contact retention: Marketing-Kontaktdaten · 5 [S8]
- Server log retention: Server-Logdaten · 5 [S8]

**Hosting**
- Cloud your way: public cloud · private cloud · on-premises data center [S5]
- Cloud your way: cloud · private cloud · on-premises [S2]
- EU developed hosted supported: yes · yes · yes · yes [S1]
- Matrix42 cloud: SaaS · local cloud infrastructure provider in customer's country · yes [S4]
- Models: cloud · private cloud · on-premise [S1]
- Models: Matrix42 Cloud · Matrix42 Private Cloud · Matrix42 On-Premises [S4]
- On premises: on-premises · yes [S4]
- Private cloud: SaaS · yes · yes [S4]

**Integrations**
- Competitor comparison: ServiceNow · Atlassian · BMC Helix · Ivanti · Flexera · Snow Software [S5]
- Competitor comparisons: ServiceNow · Atlassian · BMC Helix · Ivanti · Flexera, Snow Software [S7]
- Local execution assumption: APIs assumed to run locally on the FDE-installed machine; loosely coupled procedures allow various topologies [S18]
- Policyencrypter API purpose: encrypt third-party-generated policies for EgoSecure FDE · FDE Script API · PBA Script API [S18]
- Public API parts: FDE Script API · PBA Script API · Reporting API [S18]
- Reporting API purpose: read configuration info only · no [S18]
- Script API purpose: manage FDE installation via encrypted scripts for initialization, configuration, removal [S18]

**Legal**
- Address: Frankfurt am Main · Elbinger Straße 7 · Germany · D-60487 [S7]
- Content responsible: Niilo Fredrikson (CEO) [S7]
- Controller identity: privacy@matrix42.com · Elbinger Strasse 7, 60487 Frankfurt am Main, Germany · Matrix42 GmbH [S8]
- Copyright: Matrix42 GmbH [S7]
- Efecte acquisition completed: 2024-04-11 · Efecte · yes [S5]
- Efecte ceo history: Niilo Fredrikson · 10 · Microsoft · 2018 [S5]
- Entity name: Matrix42 GmbH [S7]
- Image rights: Adobe Systems Software Ireland · Matrix42 GmbH [S7]
- Last updated: 2026-08-11 [S8]
- Previous ceo: Thomas Fetten · previous CEO [S5]
- Register number: HRB 129344 [S7]
- Tmg provider statement: Dienstanbieter im Sinne von § 5 TMG. [S7]
- VAT id: DE 305002777 [S7]

**Product**
- Active directory attributes: Computer name · Domain · OS · Asset status [S13]
- Active directory provider: Active Directory · computers · user accounts · groups · yes [S13]
- Addon ddm: Discovery & Dependency Mapping add-on: monitors applications, network, cloud, storage, devices; change notifications [S3]
- Address book area: Address Book: information about employees, business contacts, and business partners [S15]
- Agentless discovery: License Management performs agentless discovery and inventory using data providers and the data gateway service, collecting data about virtual and physical devices including hardware and software specifics [S13]
- AI capabilities saas: AI-driven capabilities integrated in SaaS management [S17]
- AI data control: use cases · AI models · data storage location [S1]
- AI neo: Neo is an agentic AI integrated into the Matrix42 platform, working across services, assets, endpoints and identities [S1]
- AI outcomes: faster ticket processing, ticket reduction via self-service AI, predictive insights and recommendations [S2]
- AI your way: AI Your Way: custom AI use cases for ITSM workflows, from everyday AI support to AI agents automating tasks [S2]
- Analysis license requirements: Background processing analyzes inventory to create license requirements based on license models specified for each software product [S13]
- APIs usable together or separately: yes · yes [S18]
- Approval attachments: yes [S16]
- Approval deciders: Service Delivery Management role members · cost center manager · order recipient [S16]
- Approval scope: decision-maker only manages services they are responsible for [S16]
- Approve comment email: yes [S16]
- Asset contract overview: Assets and contracts viewable in one place [S3]
- Asset tracking: IT Asset Management tracks and manages all IT assets in one place [S3]
- Automated discovery: yes [S14]
- Case study customer: Habau Group [S3]
- Catalog area license required: Catalog (IT Shop) requires licensed Matrix42 Service Catalog [S15]
- Change types: Standard · Non-Standard · Emergency [S11]
- Change workflow activities: workflow activities can mix approvals, manual tasks and technical automation tasks [S11]
- Change workflows: workflows automate change processes based on ticket classification [S11]
- Chatbot available: yes [S8]
- Cmdb automation: Real-time updates for IT infrastructure and automated CMDB [S3]
- Cmdb definition: Centralized repository storing detailed information about Configuration Items (CIs) and their relationships [S14]
- Cmdb itam link: IT assets are stored as CIs in the CMDB; navigation lists IT Asset Management (CMDB) as a Matrix42 product [S14]
- Competitor comparison: yes · ServiceNow · Atlassian · BMC Helix · Ivanti · Flexera, Snow Software [S6]
- Competitor comparisons: ServiceNow · Atlassian · BMC Helix · Ivanti · Flexera, Snow Software [S1]
- Competitor comparisons: ServiceNow · Atlassian · BMC Helix · Ivanti · Flexera, Snow Software [S2]
- Compliance addons: Oracle Database and Datacenter Compliance Add-on · SaaS Compliance Add-on · SAP Compliance Add-on [S13]
- Compliance management: yes [S14]
- Continuity commitment: Both companies continue serving their respective customers and partners and developing their products [S5]
- Custom discovery: custom script network scan · Invoke-TSPingSweep.psi1 · Computer name · IP address [S13]
- Custom import gdie: import definition (GDIE) [S13]
- Customer case infineon: Infineon · 25000 · 12 [S1]
- Data gateway install: one device with access to entire network · no [S13]
- Data processing scope: Processing on behalf of customers as data processor is governed by the customer contract and data processing agreement, not this privacy statement. [S8]
- Data residency control: yes [S4]
- Data residency control: customer decides data location and access [S17]
- Deadline notifications: Vendor/agreement/contract management with deadline notifications [S3]
- Decline reason email: yes [S16]
- Default workflows: yes [S11]
- Deployment models: 3 [S17]
- Emergency change creation: change management, directly in Matrix42 Service Desk [S11]
- Emergency change phases: ECAB verbally · yes · yes [S11]
- Emergency change purpose: after implementation · documenting changed settings · coordinating review [S11]
- EU governance: yes [S4]
- Export pdf: Documentation pages offer Print to PDF [S9]
- Gartner recognition: Named Strong Performer in Gartner Voice of the Customer 2025 for IT Service Management Platforms [S1]
- Health check: Premium Services includes annual Product Health Check [S3]
- Homepage decide area: Decide: approval of orders and change requests, shown only to deciders such as cost center managers, technical managers, service owners, or change managers [S15]
- Impact analysis: yes [S14]
- Inventory integration: IT Service Management · Software Asset Management · yes · yes [S3]
- Inventory providers: Installed applications · Hardware (CPU, memory, storage) · Windows Inventory · Unix Inventory [S13]
- Inventory scope: Inventory covers hardware, software and virtual machines across platforms [S3]
- Itil ready: key ITSM features and ITIL processes ready out of the box [S2]
- Known error action single object: no [S12]
- Known error any status: no [S12]
- Known error comment journal: comment saved as journal entry during flagging wizard [S12]
- Known error dialog actions: flag/unflag actions available in problem dialog [S12]
- Known error field: Known Error field set to Yes on problem preview [S12]
- Known error flag: Flag as Known Error action marks a problem as known error · Known Errors > Without Workaround [S12]
- Known error unflag: Unflag as Known Error removes problem from known errors list [S12]
- Management area: Management Area visible only to cost center managers and delegates [S15]
- Matrix42 cloud: country-hosted SaaS · Matrix42 [S17]
- Metrics: 51 · 30 · 93 · 3 [S3]
- Modular extension: add new processes and modules at your own pace; single platform with ITSM and add-ons [S2]
- Modules: Enterprise Service Management · IT Service Management · IT Asset Management (CMDB) · Software Asset Management · Unified Endpoint Management · Endpoint Data Protection · Identity Governance and Administration · FastViewer · Intelligence [S1]
- Modules: Enterprise Service Management · IT Service Management · IT Asset Management (CMDB) · Software Asset Management · Unified Endpoint Management · Endpoint Data Protection · Identity Governance and Administration · FastViewer · Intelligence [S5]
- Multiple orders approval: CTRL+Click multi-select, then Approve all / Decline all [S16]
- Nonstandard change entry points: email · Matrix42 Self Service Portal · application [S11]
- Nonstandard change phases: analysis · approval · review · yes [S11]
- Nonstandard change provisioning: no [S11]
- On premises: on-premises self-managed · customer [S17]
- Out of box processes: Key processes and functions available out of the box, with expert onboarding assistance [S1]
- Platform capabilities: Platform automates service management with IT/software asset integration, end-user experience optimization, and security of services, identities and endpoints [S1]
- Platform capabilities: IT and business processes · assets · endpoints · identities [S5]

**Support**
- Local language: local-language support teams · local partner network [S4]
- Local language: local-language support teams and local partner network [S17]
- Premium services: Optional Premium Services add-on: prioritized 24/7 support, dedicated support agent, higher SLAs [S3]
- Resources offered: Company resources include webinars, marketplace, support, Matrix42 Academy [S5]

30 more facts on the canonical page: https://whats-best.ai/software/itsm/matrix42

## Questions

### Is Matrix42 Service Management European?

Yes. whats-best.ai classifies Matrix42 Service Management as EU-Made.

### Where does Matrix42 Service Management store data?

Not stated on the vendor’s pages as of 1 Nov 2026.

### Does Matrix42 Service Management have a free plan?

Not stated on the vendor’s pages as of 1 Nov 2026.

### What are the best alternatives to Matrix42 Service Management?

As of 2 Nov 2026, the panel rates [ManageEngine ServiceDesk Plus (3.5/5)](https://whats-best.ai/software/itsm/manageengine-servicedesk-plus), [Xurrent ITSM (3/5)](https://whats-best.ai/software/itsm/xurrent) and [GLPI (3/5)](https://whats-best.ai/software/itsm/glpi) highest among the other 14 IT Service Management products evaluated. Ratings that look equal are rounded to half stars; the order uses the unrounded rating, then the name. The highest-rated European alternative is [GLPI](https://whats-best.ai/software/itsm/glpi) (EU-Made). Ratings are the AI panel’s opinion, formed from public evidence: [how scores are made](https://whats-best.ai/methodology#ordering). The full list, with European products first: [Matrix42 Service Management alternatives](https://whats-best.ai/software/itsm/matrix42/alternatives).

## Head-to-head

- [Matrix42 Service Management vs ManageEngine ServiceDesk Plus](https://whats-best.ai/compare/manageengine-servicedesk-plus-vs-matrix42.md)

## What this page leaves out

- We could not confirm any pricing information on the vendor’s own pages as captured, so this page shows none rather than a statement we cannot stand behind.
- 29 product facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 1 compliance fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material.
- 2 sovereignty dimensions could not be confirmed on the vendor’s own pages and are shown as unknown.

## Sources

- [S1] Vendor homepage: https://www.matrix42.com/de/ (checked 2026-11-01)
- [S2] Features page (ITSM): https://www.matrix42.com/de/itsm (checked 2026-11-01)
- [S3] Features page (IT asset management): https://www.matrix42.com/de/it-asset-management (checked 2026-11-01)
- [S4] Features page (cloud and on-premise editions): https://www.matrix42.com/de/cloud-your-way (checked 2026-11-01)
- [S5] Company page (acquisition of Efecte): https://www.matrix42.com/de/presseseite/matrix42-abschluss-der-%C3%BCbernahme-von-efecte (checked 2026-11-01)
- [S6] Packages page (quote on request): https://www.matrix42.com/de/preise (checked 2026-11-01)
- [S7] Legal notice: https://www.matrix42.com/de/impressum (checked 2026-11-01)
- [S8] Privacy policy: https://www.matrix42.com/de/datenschutzerklaerung (checked 2026-11-01)
- [S9] Service desk, incidents & requests — found from sitemap: https://docs.matrix42.com/en_US/what-you-should-know-about-service-desk/3383612_ticket-lifecycle (checked 2026-11-01)
- [S10] Service desk, incidents & requests — found from sitemap: https://docs.matrix42.com/en_US/what-you-should-know-about-service-desk/3519208_types-of-tickets (checked 2026-11-01)
- [S11] Change, problem & release management — found from sitemap: https://docs.matrix42.com/en_US/understanding-change-management-process-/3383614_workflow-based-change-management-process (checked 2026-11-01)
- [S12] Change, problem & release management — found from sitemap: https://docs.matrix42.com/en_US/managing-problems/3384918_marking-problems-as-known-errors (checked 2026-11-01)
- [S13] Assets, CMDB & discovery — found from sitemap: https://docs.matrix42.com/en_US/additional-license-management-documentation/3446097_agentless-discovery-and-inventory (checked 2026-11-01)
- [S14] Assets, CMDB & discovery — found from sitemap: https://www.matrix42.com/en/cmdb-configuration-management-database (checked 2026-11-01)
- [S15] Self-service portal & service catalog — found from sitemap: https://docs.matrix42.com/en_US/1048797_starting-with-self-service-portal/3385465_scope-of-features (checked 2026-11-01)
- [S16] Self-service portal & service catalog — found from sitemap: https://docs.matrix42.com/en_US/orders-in-self-service-portal/3386587_service-approvals-approving-or-declining-orders (checked 2026-11-01)
- [S17] Deployment, integrations & multi-client operation — found from sitemap: https://www.matrix42.com/en/cloud-your-way (checked 2026-11-01)
- [S18] Deployment, integrations & multi-client operation — found from sitemap: https://docs.matrix42.com/en_US/public-api/3603470_public-api (checked 2026-11-01)

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Cite as: whats-best.ai, "Matrix42 Service Management — IT Service Management", AI panel analysis, as of 2026-11-06. https://whats-best.ai/software/itsm/matrix42

Corrections: https://whats-best.ai/correct/1333?target=page