| Vendor |
FrontRange |
| Deployment |
| On-Premise |
Yes |
| Web-Based |
Yes |
| Pricing |
| Details |
Not Published. |
| Call Tracking & Request Management |
| Request Management Highlights |
With more than two decades of service management experience and 8,000 plus customers across the globe, customers can rely on HEAT to manage all their Help Desk service and support needs, from initial request through incident closure. HEAT includes a complete suite of core service and support components into a consolidated service desk solution designed specifically for the needs of the midmarket. End-to-end support helps manage service issues from the initial call to completed work orders and service restoration. |
| Reporting |
| Custom & Pre-Built Reports? |
Over 200 Pre-Built reports. |
| Real-Time Reporting |
Yes |
| Service Portals |
| Customer Self-Service |
HEAT Self Service translates into increased efficiencies and end user value right from the start, and allows users to: Improve customer communication at every level; Reduce call volumes; Ease agent workload; Optimize staffing levels; Enhance end user satisfaction levels. |
| Searchable Knowledge Database |
Yes. HEAT Self Service integrates out of the box with HEAT® Plus Knowledge providing web-based self help and access to the knowledge base to help reduce the “how-to” support requests. |
| Service Level Agreement |
| Configure Escalation Levels |
Yes |
| SLA Configuration Highlights |
The FrontRange ITSM Service Level Management module provides a centralized management console to design, build, manage and monitor service agreements throughout their lifecycle. Key features include: Auto-escalation; Service definitions; Review date notification; Document service level management; Logical grouping; Real-time monitoring and reporting; Web access |
| Knowledge Management |
| Knowledge Management Highlights |
HEAT Plus Knowledge facilitates collaboration among experts by making it easier to share information through document searching, storage, indexing, reporting and authoring capabilities. With a robust knowledge repository, diagnosis and resolution steps for common service requests and incidents are easily accessible. |
| Incident Management |
| Incident Classification |
FrontRange ITSM Incident Management provides core service desk functionality of efficiently identifying, responding to, and tracking issues and service requests needing resolution. Key features include: Simple, intuitive user interface; Automatic, intelligent routing; Auto-escalation and notification; Real-time reporting; Quick-close incident management option; Link Incidents, Problems and Known Errors; Remote support and end user access; Support for regulatory compliance; Big-picture view; Problem board; Support for industry best practices |
| Problem Management |
| Problem Management Functionality |
FrontRange ITSM Problem Management gives you tools to initiate actions to correct or minimize adverse impact from problems and address the root cause by focusing on known errors. You can pinpoint a problem's source, allowing the service desk to correct issues quickly. By relating problems to particular incidents, known errors and changes, the ITSM integrated solution promotes visibility of current status with real-time dashboards, an |
| Change Management |
| Change Advisory Board |
Yes |
| Change Management Highlights |
Key of the HEAT Asset Management solution include: Support for industry best practices and regulatory requirements; Automated workflow; Dynamic approvals; 360-degree view of change impact |
| Asset Management |
| Asset Management Details |
HEAT Service and Support integrates with the FrontRange Software Asset Management Suite to accelerate troubleshooting. FrontRange Discovery feeds all captured asset discovery information to the HEAT help desk console, so end-to-end incident management is streamlined, saving time and cost at the help desk while dramatically increasing first call resolution rates. |
| Integration |
| Asset Lifecycle |
Yes |
| CRM |
Yes |
| SMS (Short Message Service) |
Yes |
| Telephony System |
Yes |
