nara or Matrix42
A complete ITSM where the AI resolves the requests.
nara and Matrix42 both include a ticket system, an asset database and self-service. With nara, the AI takes requests in Teams chat and by phone and resolves them itself, right down to the laptop. You set it up in your own words, without a consulting project, and you can start without replacing Matrix42.
The difference in brief
Matrix42 is a Frankfurt-based suite for service, endpoint and asset management, licensed per user, device and module and, in its published case studies, rolled out with partners. Its AI runs known resolution paths and suggests answers. According to Matrix42's documentation of 10 Sep 2026, the AI chat is a technical preview for early adopters, and voice interaction is not yet included.
nara is an AI-native ITSM with every module in one price. The AI takes the request, checks the device, fixes the problem and records every step in the ticket. You set it up in your own words, without consultants. nara runs alongside Matrix42 within one to two weeks and, if you want, replaces it in about six weeks, with your ticket history.
Comparison at a glance
Information on Matrix42 comes from the vendor's public sources. The numbered sources are listed at the end of the page.
nara
AI-native ITSM
Matrix42
As of October 2026
Ticket system, self-service portal, service catalog
Yes
Yes
Problem and change management, SLAs
Yes
Yes
CMDB with discovery, license management
Yes
Yes
Setup
In your own words, without consultants or programming
In published case studies with a partner; the projects took several months [5]
AI resolves requests itself
Yes, from request to closure
AI in the price
In every plan, language model included
Separate products: Configurable AI from €6,000 per installation per year, with the customer bringing the language model; AI actions €6,089.28 per 5,000 credits per year [8]
Requests by phone
Yes, with a dedicated phone number and Teams calls
Voice interaction not included, per the documentation [2]
Microsoft Teams
Chat, calls and approvals
Client management
Included: software distribution, patches, Windows installation and inventory
Separate unified endpoint management products such as Empirum [1]
Operation
Cloud in Germany; for large enterprises also entirely in your own data center, AI included
Cloud in your own country, private cloud or on-premises [4]
Getting started
Alongside Matrix42 in 1–2 weeks, full switch in about 6 weeks
Depends on the project [5]
Where nara leads
The AI sees the request through.
Someone writes in Teams that the printer won't print. nara checks the queue, restarts the print service and closes the ticket with its findings. You decide which steps need approval. According to its documentation, Matrix42's AI chat does not yet complete complex service requests or hand over to a person. [2]
Employees ask wherever they are.
In Teams chat, by Teams call, on a normal phone number or in the nara app. On the phone, nara recognizes the caller and, for example, unlocks an account or resets a password. Anyone who prefers a person presses 0. Matrix42 lists voice as not yet included in its AI documentation. [2]
Fixing the laptop is part of it.
nara Edge runs on Windows, macOS and Linux and only opens outbound connections. nara checks services, network and updates right on the device and fixes what is stuck. Software distribution, patches, Windows installation and inventory are part of it too. With Matrix42, actions on devices run through the endpoint management products. [1]
Set up in your own words, without consultants.
You describe categories, forms, SLAs, approvals and permissions the way you would explain them to a colleague. nara builds it, tests it and only goes live after your approval. Your team learns it in days, and the most expensive item in classic ITSM projects disappears: consulting days. Matrix42's published case studies describe rollouts with partners, and according to SelectHub's summary of mixed user reviews, the steep learning curve is a recurring point of criticism. [5][7]
Every module and the AI in one product.
Ticket system, portal, change, CMDB with discovery, license management and the AI including the language model are one product at nara, with processing exclusively in the EU. With Matrix42, modules and AI are separate products: Configurable AI costs from €6,000 per installation per year, and the customer brings its own language model for it; AI actions run on credits. [6][8]
Start without switching systems.
In the first one to two weeks, nara works alongside Matrix42: it takes tickets, resolves them and documents them in Matrix42. When you want to switch, we move your ticket history, knowledge articles and assets. The full switch takes about six weeks.
Your tickets show what nara takes on.
With read access to your Matrix42 history, we show within one to two weeks which requests nara handles from day one and how much time your team gets back.
What nara and Matrix42 cost over three years
nara: ITSM at €2.50 per employee per month (€1.75 from the 1,001st employee) with every module and unlimited IT agents, plus a nara plan from €1,500 per month, plus migration at a fixed price per quote. 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.
Matrix42: license, modules, AI, rollout and ongoing partner services. We leave internal staff out on both sides. Matrix42 does not publish a complete price list for its licenses, so the ranges are a nara model calculation based on public tenders, individually published prices and estimates; every assumption, intermediate figure and source is in the calculation. [9] All figures exclude VAT, as of October 2026.
nara
List price
Matrix42
nara model calculation
250 employees
about €77,000 plus migration
€74,000 to €263,000
1,000 employees
about €180,000 plus migration
€220,000 to €771,000
5,000 employees
about €612,000 plus migration (guide price, individual quote)
€867,000 to €2,721,000
Questions about nara and Matrix42
Yes. nara includes a ticket system, self-service portal, service catalog, problem and change management, SLAs, CMDB with discovery and license management, every module in one price. There is also an AI that resolves requests itself in Teams, by phone and on the device.
Sources
matrix42.com, Release Highlights 26.1 Enterprise, 13 May 2026; docs.matrix42.com, Empirum 26.1 - Release Notes, updated 23 Jun 2026.
docs.matrix42.com, Matrix42 Intelligence Configuration, updated 10 Sep 2026.
docs.matrix42.com, Release Notes for Matrix42 Enterprise 26.2, updated 9 Oct 2026.
matrix42.com, Cloud your way.
Case studies SV Schweiz (netzpalaver.de, 27 Jun 2017), Simon Hegele (Computerwoche, 29 May 2012), RLB Kärnten.
marketplace.matrix42.com, Configurable AI for Matrix42 Enterprise and Matrix42 Intelligence for Enterprise, retrieved 11 Oct 2026.
nara model calculation, as of October 2026, excluding VAT and rounded, without internal staff on either side. Assumptions, intermediate figures and sources: How we calculate the cost over three years.
