Clean data. Connected workflows. Platforms that actually work.
I help IT teams build trustworthy CMDBs, automate service workflows, and integrate their ITSM platforms, with more than 25 years of hands-on experience from the help desk to the vendor side.
Services
Platform expertise across the tools that run modern IT operations, plus the integrations that tie them together.
Device42
CMDB and discovery assessments, remediation, and application dependency mapping, so your asset data can be trusted.
Cherwell / CSM
Configuration, workflow design, and optimization for Cherwell Service Management, backed by years at Cherwell itself, in support and in building and administering the company's own internal instance.
Ivanti ISM
Administration, customization, and process automation on Ivanti ISM, backed by running Ivanti's own internal instance.
Freshworks Freshservice
20+ implementations for mid-enterprise teams across the government, financial services, and education sectors, from design through go-live.
Integrations & REST APIs
REST API integrations that move data between your ITSM, your CMDB, and the rest of your stack.
Advisory & Assessments
A straight-talking review of your current setup, with a prioritized plan for what to fix, what to automate, and what to leave alone.
About
Independent, hands-on, and platform-agnostic.
I'm Matthew, the consultant behind LUCD:LABS. I started in technical support and system administration, then spent years inside Cherwell itself, exploring strange new instances: first in support, then as a business application developer building custom solutions on the company's own internal Cherwell instance, then as its platform administrator. When Cherwell joined Ivanti, I stayed on as the administrator of Ivanti's internal ISM environment, customizing the product to run the business that built it. Logical, repeatable fixes over heroics.
From there I moved into consulting, leading more than 20 Freshservice implementations for mid-enterprise organizations across the government, financial services, and education sectors, before going independent.
Having served as the support engineer, the developer, the admin, and the implementer, I understand a platform from every station on the bridge. I'm most useful where a CMDB has drifted, a workflow has become a maze, or two systems need to talk and don't, and my goal is simple: fewer red alerts for your team. Based in Colorado Springs, Colorado, and working with teams remotely.
Where I add value
- CMDB design, cleanup, and ongoing health
- Workflow and process automation
- Integrations between ITSM and everything else
- Platform assessments and remediation
- Freshservice rollouts across the government, financial services, and education sectors
- Practical documentation your team can maintain
Certifications
Current credentials across the platforms I work on, verifiable on LinkedIn.
CherwellVendor-side
Cherwell Service Management, now part of Ivanti
Device42
Device42, a Freshworks company
Freshworks
Freshservice and Freshdesk
IvantiVendor-side
Ivanti Neurons for ITSM
APIs and automation
Postman and Workato
Foundations
Scripting and core IT
Cherwell is a sunset product, so these credentials can no longer be renewed. They reflect hands-on platform depth, including time working for the vendors themselves, Cherwell and Ivanti.
Verify on LinkedInLet's talk about your environment
Send a note and I'll reply by email, usually within one business day.