FrontRange IT Service Management (ITSM) is a fully integrated, modular, customisable and cost-effective solution. ITSM delivers personalised customer service and improves service desk productivity. The solution is accessible from any location via secure web connection. It is the leading solution based on the IT Infrastructure Library (ITIL) and other IT best practices.
» Heat® Product Suite
» Incident Management
» Problem Management
» Change Management
» Release Management
» Service Level Management
» Configuration Management
» Availability Management
» Self Service
» Knowledge Management
» IT Service Management Demos
The award winning HEAT® Product Suite is built on more than 15 years of service management experience. It offers a complete cost reduction and efficiency improvement solution. Structured as a number of individual modules, HEAT® is both flexible and cost effective.
View more information on the HEAT® Product Suite and its modules.
This leading service management platform facilitates the speedy resolution of customer issues, driving down service desk costs. The core of the ITSM family, Incident Management identifies infrastructure problems, minimises the impact of incidents, and increases customer satisfaction.
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Problem Management facilitates the swift resolution of incidents and their reduction in number by rapidly pinpointing their sources. Problem Management improves customer and analyst satisfaction alike.
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Change can be costly and can impact heavily on the enterprise. Change Management minimises the negative effects of change by ensuring that business goals and IT requirements are in alignment. Change Management facilitates the management, tracking and optimisation of changes, streamlining workflow and increasing productivity.
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Release Management employs customised workflows to facilitate release deployment and management. The solution manages the entire release cycle, maximising IT efficiency by reducing implementation time and cost.
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Service Level Management builds automated processes and real-time visibility into the enterprise's service delivery. This module accurately defines service level agreements, cuts costs and improves customer relations.
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Configuration Management gives you a single repository for all your IT assets and uses real-time reporting and automated processes to let you view the status of change incidents.
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Tightly integrated with Service Level Management, Availability Management increases service reliability and cuts configuration repair times. Availability Management facilitates the analysis of component and service performance over time.
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Self Service is a web-based module allowing customers to log and find answers to their service issues. With customers tracking their calls online, the system reduces call volumes and costs, releasing staff time for the resolution of issues.
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Knowledge Management allows the creation of a knowledge repository to enable users and customers to find the answers to their questions quickly and easily. With customers and users using this knowledge base, front-line resolutions increase by up to 85%, call times and staff training time and costs are reduced, and customer service and satisfaction are improved.
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Contact us to find out more about what the ITSM Product Suite can do for your organisation, or take a look at the demonstrations below.
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