Many organizations have standardized on Microsoft—Teams for collaboration, Intune for endpoints, and agrowing set of cloud services that power daily work. Yet a familiar gap remains: how do you turn all that visibility and all those tools into consistent, fast, and compliant outcomes for employees? Matrix42 closes that gap—acting as the layer that makes your Microsoft investment operationally actionable.
The missing link: automation through enterprise workflows
Microsoft provides powerful building blocks. But service delivery can still feel fragmented: users jump between portals, support teams chase context, and endpoint insights don’t reliably trigger the right workflow—or remediation—at the right time.
Matrix42 closes that gap with end-to-end service workflows that connect to Microsoft capabilities. Three areas stand out:
- Frictionless employee experience in Microsoft Teams
- Actionable device intelligence from Microsoft Intune
- Automation, control, and transparency across IT and business services
Frictionless employee experience in Microsoft Teams
If you want adoption of self-service and service processes, you need to meet users where they already are. With Matrix42 Service Management integrated into MicrosoftTeams, employees can access services, get support and track progress in a familiar interface —without switching tools or learning yet another portal.This reduces friction, improves productivity, and increases self-service usage.
And it’s not just for end users: support agents, service desk teams, and managers benefit from a unified way to collaborate, approve requests, and report— aligned to the workflows that run your services.
Actionable device intelligence from Microsoft Intune
Intune delivers valuable endpoint visibility—but visibility alone doesn’t resolve issues. Matrix42 strengthens Intune with practical capabilities that improve reliability and operational control, including:
- 3rd-party app patching & packaging at scale (catalog depth, packaging automation, and dependency handling)
- Managing complex software deployments transparently and end-to-end (including easy troubleshooting, phased rollouts, automated failure handling, and rollback)
- Bare-metal OS deployments (fully automated network boot without any user interaction; support for mass deployments and Windows server operating systems)
- Advanced remote control capabilities (broader reach and richer troubleshooting e.g. web-based sessions across firewall boundaries without VPN, file transfer, multi-monitor, governed access and session logging; support for un managed and cross-platform devices, including mobile devices)
- On-prem/hybrid management coverage (including legacy or off-network scenarios)
The result: Intune visibility becomes operationally usable—giving IT more reliable end point control, fewer blind spots, and a healthier device fleet.
Automation, control, and transparency across IT and business services
The biggest value unlock happens when endpoint signals become service actions. Matrix42 uses Intune device context to drive end-to-end, governed workflows – and, where configured, can initiate actions back in Intune—so resolution becomes automated, measurable, and compliant.
Example #1: Change management. Intune data makes changes device-awareand verifiable: assess impact and risk from real inventory and complianceposture, target rollouts through groups (pilot → rings → full fleet), executedeployments via Intune, monitor success and failures in real time, and closechanges with evidence that the required version/configuration is applied—with fastrollback or remediation when needed.
This is where service management becomes more than ticket handling—it becomes a control plane connecting insight to action to outcome. You gain the ability to:
- Automate repetitive resolution steps
- Standardize responses to common issues
- Enforce approvals and compliance controls
- Create transparency through reporting and auditability
—while keeping the user experience simple and consistent.
Example #2: Self-resolution in Teams powered by AI agents + Intune. Employees start a conversation with the AI agent in Teams. The AI agent pulls in device context from Intune, and uses it to guide the user step-by-step. When authorized, it triggers remediation actions through Intune. The issue is resolved without leaving Teams or waiting in a queue.
Why it matters now: ROI, resilience, and employee experience
Organizations are under pressure to improve service quality while reducing cost and complexity. The fastest path isn’t adding more tools—it’s connecting the tools you already have into an intelligent, automated service system.
With Matrix42:
- Teams becomes a true service front door—not just chat
- Intune becomes not only a management platform—but a trigger for resolution
- Service management becomes the control plane that connects insight to action to outcome
If you’ve invested in Microsoft, you already have the foundation. Matrix42 completes the ecosystem—so device intelligence becomes actionable, services become automated, and employees get frictionless support in the flow of work.
Curious how this works in practice?
Discover how Matrix42 Intelligent Service Management connects Microsoft Teams, Intune, and service workflows to deliver frictionless support—right in the flow of work.
