Case Study: CIRAD (French Agricultural Research Centre) achieves unified global service management and faster request processing with Matrix42

Central platform for global service management

CIRAD (Centre de coopération internationale en recherche agronomique pour le développement) is the French agricultural research centre for international development with 1,650 employees and a global network of partners. Faced with an IT‑centric, provider‑managed service portal that CIRAD did not control, had a handcrafted service catalog and could not be extended to other departments, the organization sought a unified, responsive portal with an easy‑to‑use workflow engine and role‑based authorization. To meet these needs CIRAD chose the Matrix42 Enterprise Service Management (ESM) solution.

Matrix42’s ESM was implemented in phased stages (with integration and implementation support from Econocom and process adaptation by Quodagis), starting with an extensive IT service catalog, incident management and a redesigned user interface and now moving to non‑IT service integration. The Matrix42 platform is used across the organization — all 1,650 employees and about 2,000 external partners (roughly 3,500 total users) — delivering faster service request processing, accelerated delivery of new IT services, better traceability, full configurability for administrators and native integrations; CIRAD plans further rollout of Matrix42 to additional departments.

CIRAD

Rémi Lassalle

CIRAD