Release 26.2 brings agentic AI into everyday service management, helping organizations automate routine tasks, resolve issues faster, and improve employee self-service. With the introduction of Neo, Matrix42 Professional extends AI-powered assistance across service desk operations, knowledge management, connector administration, and asset management. The release also strengthens identity security, simplifies administration and improves the self-service experience, alongside more than 55 quality fixes across the Service Management Platform.

Introducing Neo: AI That Understands Context and Takes Action

26.2 marks the launch of Neo, Matrix42’s umbrella brand for its AI capabilities across Intelligent Service Management, Intelligent Asset Management and Intelligent Endpoint Management.

Neo combines conversational assistance with agents that automate tasks in the background. It helps employees find answers, supports service desk teams in investigating and resolving tickets, identifies software cost-saving opportunities and assists administrators with technical tasks.

With 26.2, AI Core — the AI engine behind Matrix42 Professional’s AI capabilities — is rolling out to all customers. Neo also comes with a 60-day free trial, subject to limitations, so teams can explore its capabilities before committing.

Image: Neo portfolio visual  

Neo: Agentic AI Across Intelligent Service Management

Agentic Assistant for Employees

Neo is embedded directly into the Self-Service portal, allowing employees to ask questions in natural language and find answers from company knowledge. It can also handle supported requests end to end, 24/7 and in the employee’s language, reducing unnecessary tickets and waiting times.

Neo in Microsoft Teams: M42 Assist App

The M42 Assist app brings ticket notifications, updates, and comments into Microsoft Teams. Connected to Neo, it also enables employees to resolve issues, perform multi-step actions and search organizational knowledge without leaving Teams.

Agentic Assistant for Service Desk

Neo investigates tickets using related incidents, changes, problems, and knowledge articles. It recommends fixes and updates ticket information automatically, helping agents resolve issues faster and identify patterns across cases.

Automated Ticket Triage & Resolution

Neo prepares incoming tickets, resolves repeatable issues using known solutions and routes unresolved tickets to the most likely resolver. Support for image analysis further helps streamline triage, reduce unnecessary handoffs, and free up service desk capacity.

Proactive Problem Detection

Neo identifies recurring symptoms across incidents and links related tickets into a single problem record, helping teams uncover shared root causes earlier and prevent repeat incidents.

Proactive Knowledge Base Proposals

Neo turns resolved tickets into draft knowledge articles for review and approval. This helps capture solutions as they are discovered, expand knowledge coverage, and improve self-service.

Agentic Assistant for Connector Management

Neo helps administrators diagnose connector failures, identify likely causes, and prepare corrective actions for approval. This reduces troubleshooting effort and helps restore data flows without unnecessary escalation to specialists

Image: Agentic Assistant for Connector Management – Neo analyzes the connector and offers a one-click fix

AI Studio

Through AI Studio, administrators can ask Neo to explain, inspect and troubleshoot AI Core configurations in natural language. Neo prepares proposed changes for review and approval, making AI configuration more accessible and reducing guesswork.

Intelligent Asset Management: AI-Powered Cost Control

Matrix42 Professional, integrated with M42 SAM, also supports Intelligent Asset Management, helping organizations gain better visibility into software usage, manage costs, and make asset data easier to work with.

AI Consumption Insights

Matrix42 SaaS Management, integrated to M42 Professional, provides real-time visibility into AI token usage and spending by provider, model and user. This helps organizations understand AI consumption, identify spending patterns and gain better control over AI costs.

SaaS Optimization in SAM

Teams can consolidate SaaS subscriptions, identify underused software and uncover license right-sizing opportunities. Estimated savings turn fragmented subscription data into actionable cost-control opportunities. The SaaS insights are also available in the Agentic Assistant for Service Desk – this allows service managers to use Neo to optimize SaaS spending.

Agentic Assistant for SAM

Users can ask questions about software, compliance and renewals through a conversational interface backed by reconciled asset data. This helps teams find answers faster and take action without navigating complex tables.

AI-Powered Document Recognition in SAM

AI extracts key information from invoices, purchase orders and contracts into structured records for review. This reduces manual data entry and accelerates imports.

Image: AI Consumption Insights tracks your AI token usage and spend by provider, model or user.

IGA and Integrations: More Efficient Identity Operations

Intelligent Onboarding

Neo assists end users and identity and access management administrators with identity and access workflows. This helps accelerate onboarding, reduce manual access administration, and strengthen governance.

Connected Identity Operations

The release introduces new IGA self-service capabilities, Neo-assisted connector management and certificate management, alongside a native AWS connector for Amazon Cognito. These enhancements help streamline identity administration and connect provisioning workflows with enterprise systems.

Professional Platform: Smoother Service Delivery and Stronger Security

Beyond AI, 26.2 improves the everyday service management experience, simplifies administration and supports migration to the newer Professional Self-Service platform.

Guided Self-Service and Easier Search

Administrators can build guided, multi-step service offerings with access controls and a review step before submission. The redesigned search experience brings recent searches and Neo conversations together, while improved homepage elements make active cases and service information easier to access.

Easier Migration to Professional Self-Service

Classic Self-Service now supports exporting forms in the new M42 Professional Self-Service XML format. This helps organizations migrate forms (with limitations) and supports form export and import between test and production environments.

Faster Everyday Service Desk Operations

Configurable quick-action buttons let agents resolve, escalate or reassign tickets through streamlined dialogs. Multi-edit enables updates across multiple tickets in one action, while bulk operations simplify the management of saved views.

Secure Access with Biometric Identity Verification

Secure Access now supports Signicat VideoID and PictureID for identity verification using video and identity documents. This supports secure onboarding and password-reset scenarios, including situations where users do not have an existing authentication method available.

Connect AI Agents to Service Management Data with MCP

The Matrix42 Professional MCP server allows compatible third-party AI tools (Copilot and Claude Code) to access service management data through the Model Context Protocol. Access follows the connecting user’s existing permissions and license, with administrative controls to restrict AI access to selected data and throttle MCP queries.

Stronger Connector Management and Security

Certificate management in Connector Management helps administrators manage certificates and configure expiry reminders. The release also adds support for Jira Cloud API v2/v3 and a native AWS Cognito connector for scheduled data extraction and event-based user provisioning.

Learn More

These highlights are only part of what’s new in the October 2026 release. For the complete list of enhancements, resolved issues, and technical updates, see our Release Notes.