Customer Success Story: Stiegl Brewery – From Chaos to IT Excellence with Matrix42 and mountX
Introduction: Tradition meets innovation
Since 1492, the Stiegl Brewery has stood for traditional brewing craftsmanship, regional ties – and increasingly for innovation in the IT sector. With the introduction of Matrix42 Enterprise Service Management and the support of mountX, Stiegl succeeded in transforming a fragmented, unstructured IT landscape into a professional, transparent, and efficient service management system.
The challenge: ‘On-call work’ without clear processes
Before the project started, Lucas Tichy, IT Operations Team Leader, described the situation as ‘chaotic’:
- Requests came in verbally or through various channels – without prioritisation or documentation.
- A self-developed ticket system served as a stopgap solution, but was unable to cope with growing demands.
- A lack of structure meant that requests were left unanswered – not out of malice, but because of a lack of processes.
We had many topics, but no clear processes. We simply lacked structure.
Lucas Tichy, IT Operations Team Leader, Stiegl
The solution: Matrix42 and mountX as professional partners
Stiegl conducted a structured selection process and chose Matrix42 – for good reasons:
✅ ITIL standard compliance: Many processes could be mapped directly without complex adjustments.
✅ Flexibility: Individual requirements could be implemented pragmatically.
✅ Cost-benefit ratio: Matrix42 offered the best combination of price, standardisation, and adaptability.
✅ mountX as implementation partner: mountX's geographical proximity, understanding of processes, and pragmatic approach were crucial to the success.
Implementation: Pragmatism instead of process dogmatism
Stiegl opted for a practical approach:
- Gradual introduction of incident, change, and problem management.
- Focus on practicability instead of perfect processes from the outset.
- Combination of external support (mountX) and internal competence building – for sustainable solutions.
Results: Greater efficiency, transparency, and satisfaction
Today, Matrix42 is at the heart of IT service management at Stiegl:
🔹 All requests run through the platform – prioritised, traceable, and structured.
🔹 Integration with Azure Intune enables automated software provisioning.
🔹 Departments use their own service requests (e.g. for master data changes).
🔹 Significant improvement in service level: ‘Nothing gets left behind anymore – that's a huge difference from before.’
For us, Matrix42 was the best combination of ITIL standardisation, flexibility, price, and a partner that really suits us.
Lucas Tichy, Team Leader IT Operations, Stiegl
Future: From ITSM to Enterprise Service Management
Stiegl sees Matrix42 as the basis for further steps:
- Expansion to Enterprise Service Management (ESM) for additional departments.
- Automation with Matrix42 Intelligence for recurring requests.
- Continuous optimisation of processes – together with mountX.
Conclusion: A success story with mountX
The collaboration between Stiegl, Matrix42, and mountX shows how traditional companies can professionalise their processes with modern IT service management solutions. What used to be unstructured and error-prone is now a stable, transparent, and efficient system – with clear responsibilities and measurable improvements.
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