How we calculate the cost over three years.

On the Matrix42 and ServiceNow pages we compare what an ITSM costs over three years. This page lists every assumption, intermediate figure and source, so you can recalculate each number. As of October 2026; all figures exclude VAT and are rounded.

We calculate for three company sizes: 250, 1,000 and 5,000 employees. For Matrix42 and ServiceNow we count the license, add-on modules, AI, the rollout and ongoing partner services. For nara we count the ITSM and the nara plan at list price; migration comes on top at a fixed price per quote.

Neither side includes internal staff, hardware, your IT team's project time, employee training time, data migration beyond the standard, or the cost of a later exit.

Matrix42 and ServiceNow do not publish complete price lists, so their figures are a nara model calculation based on list prices, public tenders and third-party estimates. Each range has a lower value with favorable assumptions and an upper value with unfavorable ones. Both assume one IT agent per 100 employees in the lower value and one per 80 in the upper value, so 3, 10 to 13 and 50 to 63 agents. The scope is a baseline ITSM with incident, request and service catalog, change, problem, CMDB and assets, portal and knowledge base.

The three-year total is license, modules and AI for three years, plus the rollout in year one and ongoing partner services in years two and three. In the upper value, license, modules and AI rise by 5% in each of years two and three, so the annual costs count 3.1525 times instead of 3 times. [11]

ITSM: €2.50 per employee per month, €1.75 from the 1,001st employee, with every module and unlimited IT agents. Plus the nara plan at the monthly price: Launch for 250, Team for 1,000 and Scale for 5,000 employees. For 250 employees that is 250 × €2.50 × 36 months = €22,500 for the ITSM and €1,500 × 36 months = €54,000 for the plan, €76,500 in total.

As long as your old ITSM contract runs, you pay nothing for the ITSM, for up to 12 months. This is not deducted in the figures. For 5,000 employees the figure is a guide price; the quote is individual.

License: Matrix42 licenses its ITSM per user, meaning per employee, and publishes no price. [1] We assume €40 to €90 per employee per year. This range is a nara estimate. Reference points are the Heilbronn district office's new license contract of €669,332 for two years [2], the City of Bern's maintenance of CHF 210,928 per year [3], Lecos GmbH's update protection for 8,710 licenses at about €32 per license per year [4], and the Configurable AI price tiers in the Matrix42 Marketplace [5].

Add-on modules: FastViewer remote support at €540 per concurrent session per year, one session per three agents [5]; in the upper value, €15 per employee per year for asset and license management extensions. AI in the upper value only: Configurable AI at the list price of the matching tier (€6,000, €12,996 and €21,000 per year), one, two or six packs of 5,000 AI actions at €6,089.28 each, and €2,000, €5,000 or €15,000 per year for the language model that customers bring themselves for Configurable AI. [5]

Rollout: 30 to 60 consulting days for 250, 60 to 150 for 1,000 and 150 to 350 for 5,000 employees, at partner day rates of €1,000 to €1,400 [6][12], plus administrator training of €2,400 to €8,000, €4,800 to €16,000 and €9,600 to €32,000. Ongoing partner services from year two: 5 to 15, 15 to 40 and 40 to 100 consulting days per year at the same day rates.

License: ITSM Advanced, because only this tier includes change and problem management. [7] ServiceNow publishes no price. We assume $100 to $160 per fulfiller per month [8], but at least $43,245 per year, the low end of the spend Vendr has observed among ServiceNow customers [9]. For 250 and 1,000 employees this minimum applies. Converted at about 1.12 US dollars per euro.

Add-on modules: Hardware Asset Management at $20 to $35 per device per year, one device per employee [10]; Discovery at $12 to $18 per server per year, with servers equal to 10% of employees [8]; in the upper value, Software Asset Management at $45 per device per year, capped at $150,000 [10]. AI: nothing in the lower value, because Now Assist is included in the package; in the upper value 30% of the license, the low end of the 30 to 60% uplift NPI reports for AI tiers. [11]

Rollout: 40 to 80 consulting days for 250, 100 to 200 for 1,000 and 250 to 450 for 5,000 employees, at partner day rates of €1,100 to €1,600 [6][12], plus training of €5,000 to €10,000, €10,000 to €30,000 and €30,000 to €70,000. Ongoing partner services from year two: 10 to 30, 20 to 60 and 60 to 150 consulting days per year at the same day rates.