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Built on more than a decade of service
management experience, award-winning HEAT from FrontRange Solutions
integrates core service and support components into one complete
solution to reduce costs, drive higher customer satisfaction and achieve
full ITIL or Sox Compliancy. Now expand the power of HEAT and support
industry best practices by easily combining HEAT products or integrating
your system with any of the IT Service Management modules.
Incident Management – maintain customer or employee profiles,
create incidents, provide work queues to organize, prioritize, manage
and route work, all from within your core Helpdesk software application
allowing for escalations and business rules
Change Management – ensure standardized methods and techniques
for efficient and prompt handling of all changes to prevent
change-related incidents. The HEAT helpdesk software solution supports
ITIL-standard Change Management best practices on the change request
lifecycle including: Acceptance, Classification, Authorization and
Planning, Coordination, and Evaluation. Empowering all helpdesk uses to
manage both helpdesk calls and change requests seamlessly from one
combined interface.
Problem Management – proactively solve problems and known errors
before incidents occur in the first place. The HEAT helpdesk software
supports ITIL-standard best practices for Problem Management including:
incident control, problem control, error control, and proactive problem
management.
Interaction Management - lower costs and speed your
time-to-service by proactively managing your customer interactions with
the helpdesk which is an affordable, out-of-the-box interaction
management solution that can be easily implemented within your existing
infrastructure to dramatically improve your helpdesk processes.
- Telephony integration with HEAT® to maximize work force efficiencies
- Advanced skills-based routing engine
- Session Initiated Protocol-based voice over IP (VoIP) based technology
- Off-the-shelf components-routers, infrastructure and PCs
HEAT White Papers....
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