Case Study: ALBA Group achieves streamlined self-service IT, automated workflows and cost transparency with Matrix42

IT Service Management Automation Deluxe integrating service providers at ALBA Group

ALBA Group faced rising service demand across 120 locations with a 50-person IT team in Berlin supporting 5,400 employees (more than 2,000 IT-relevant), generating hundreds of daily service requests. The IT organization struggled with slow support, manual and non-transparent processes, data silos from external providers, volatile costs and high staff turnover. To address this ALBA relied on Matrix42, using Matrix42 Digital Workspace Management and a standardized self-service approach to treat Matrix42 as the “ERP system for IT.”

Matrix42, with implementation support from Labtagon, delivered a standardized self-service portal, automated onboarding and telephony ordering, billing interfaces to Deutsche Telekom, and a Dracoon–Matrix42 connector to automate secure data-room provisioning. The result: accelerated processes and enthusiastic users, more efficient ticket handling via pre-filled forms and automated tasks, greater transparency into assets and telecom costs (cost visibility down to each workstation), reduced process and IT cost drivers, and high reusability without complex bespoke development.

ALBA Group

Peter Rick

Head of Governance & IT Service Management