IT Service Management

World-Class Customer Service and Peak Productivity

With a more competitive global marketplace and complex regulatory requirements, IT must be in line with your business goals, strategies, and processes. Align your IT service delivery and business objectives more effectively with FrontRange IT Service Management: a customisable, cost-effective IT management solution that incorporates IT best practices with anywhere access to provide personalised customer service and increased service desk productivity.

Built specifically for small to mid-sized and geographically distributed enterprises, IT Service Management is the leading solution based on ITIL and other IT best practices. The comprehensive solution family offers a modular, fully integrated architecture, allowing you to choose the modules that best fit your needs. This common platform reduces the complexity of your IT infrastructure, lowers costs, and ensures that your company has the agility it needs to remain competitive.

IT Service Management Solution Family

The IT Service Management Solution is comprised of a series of ITIL-based modules to give you the exact configuration that is right for your business. These modules offer enterprise-class functionality with one of the industry's lowest total cost of ownership.

Heat Product Suite

Award-Winning Service and Support

Built on more than 15 years of service management experience, award-winning HEAT integrates core service and support components into one complete solution to reduce costs and increase operational efficiency. HEAT, and its modules listed below, offers a powerful and flexible solution, with one of the industry's lowest total costs of ownership. Now you can also expand the power of HEAT with a series of easily integrated IT Service Management modules based on ITIL and IT best practices.

Incident Management

Powerful Incident Tracking and Resolution

Resolve customer issues more effectively, while lowering service desk costs with this leading-edge service management platform. The foundation of the IT Service Management solution family, Incident Management offers automated processes and reporting to accelerate response times and improve service levels.

Problem Management

Identify Problem Sources and Resolutions

Minimise the negative impact of problems within your IT infrastructure. Problem Management helps you pinpoint the source of incidents, allowing your service desk to correct issues quickly.

Change Management

Minimise the Impact of Change

Gain control of your changing IT demands. Change Management enables you to minimise the impact of change by managing, tracking and optimising changes, and ensuring that your business goals and IT services are in constant alignment.

Release Management

Smoother, Less Costly Releases

Plan, deploy and manage releases with precision and confidence. Release Management helps you manage the entire release cycle, reducing implementation time and costs and increasing rollout visibility and quality.

Service Level Management

Meet Service Expectations, More Accurately

Improve customer satisfaction by more accurately defining your service level agreements. With automated processes and real-time visibility into your service delivery, Service Level Management enables you to continuously refine your service delivery and agreements.

Configuration Management

Enterprise Class Configuration Management

Accurately and efficiently identify, define and report configuration items in your IT system. With real-time reporting and automated processes, Configuration Management offers a view into the status of change incidents and provides a single repository for all your IT assets.

Availability Management

Measure and Improve Service Availability

Get a 20/20 view into how components or services perform over time to measure availability. Through best practices-driven reporting and tight integration with Service Level Management, Availability Management increases service reliability and reduces configuration repair times.

Self Service

Quickly Reduce Call Volumes

Empower customers to find answers and log their own service issues 24/7. Web-based Self Service frees your team to focus on resolution and reduces your service desk costs.

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