FrontRange ITSM

IT Service Management Software

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FrontRange ITSM

The Benefits of Alignment with ITIL Best Practices

ITSM Improves Performance for American Stock Exchange

KEY BENEFITS

Cost Reduction
Regulatory Compliance
Reducing IT Complexity
Process Improvement
Business Process Alignment
Operational Efficiency
Integration & Standards

FrontRange ITSM brings together a comprehensive set of service and lifecycle products designed to improve service levels and productivity, deliver best practices and standardization, and align IT to the delivery of business value. The FrontRange ITSM modular, pre-integrated set of nine modules allows you to choose the functionality your business needs now, and add functionality in the future.

All FrontRange ITSM modules share a common architectural platform, including a reporting and analytics dashboard, business processing automation, multi-tenant data structure and integration platform, and a next generation customization platform to extend the solution capabilities based on unique business requirements.

The common platform approach reduces the complexity of the IT service management infrastructure, lowers total cost of ownership (TCO), and streamlines business processes. The FrontRange Foundation architecture includes the FrontRange Configuration Management Database (CMDB), ensuring that all IT business processes have direct access to the enterprise service model and shared IT asset repository.

The standards-based Foundation allows easy integration with similarly standard third party components, protecting your current investment in these components.

Considering a new model for business-aligned service management? Look no further – with FrontRange ITSM, continual service improvement is a reality.

Incident Management
Incident Tracking and Resolution
FrontRange ITSM Incident Management provides core service desk functionality of efficiently identifying, responding to, and tracking issues and service requests needing resolution. The Incident Management foundation provides cost-effective, automated processes to restore normal service operations as quickly as possible. Your organization can use Incident Management on its own or integrated with other FrontRange modules and third-party applications. In alignment with IT best practices, FrontRange recommends deploying Incident Management and Problem Management as a consolidated solution to maximize the value of the proactive service desk. Expand the power of the service desk by easily integrating with any other FrontRange modules or third-party applications. more >>

Problem Management
Identify Problem Sources and Resolutions
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 "at-a-glance" problem board, and technician status alerts. By introducing problem management to the service desk, incidents, problems and errors can be managed as a lifecycle. Problem Management results in identification of the root cause of the error; errors are then systematically eliminated. In this way, proactive problem management decreases the quantity of incidents as trends are analyzed and permanent fixes are implemented. more >>

Change Management
Minimize the Impact of Change
The FrontRange ITSM Change Management module provides a centralized tool to manage, track, and optimize changes, ensuring that business goals and IT services are in constant alignment. Deployment of FrontRange ITSM Change Management will manage change efficiently and optimize the benefits of change. Change Management ensures that standardized methods and procedures are used to efficiently and promptly handle all changes, streamlining workflow and increasing productivity. This approach minimizes the impact of change-related incidents on the business. Change management not only improves day-to-day operations but also increases the agility of the business strategically. more >>

Release Management
Smoother, Less Costly Releases
The FrontRange ITSM Release Management module delivers a proactive solution to plan, deploy, and manage releases to system users with precision and confidence. Release Management addresses the entire release cycle, increasing rollout visibility and quality. Powerful design and implementation features result in efficient packaging and automation for individual and mass changes to the infrastructure. Critical communication tools are built in to proactively manage customer expectations during release planning and rollout. The Release Management module also supports your internal IT controls and regulatory compliance efforts. more >>

Service Level Management
Meet Service Expectations, More Accurately
The FrontRange ITSM Service Level Management module provides a centralized management console to design, build, manage and monitor service agreements throughout their lifecycle. These proactive tools enable IT to be in constant touch with actual performance and take action should service fall short of established targets. Real-time monitoring and auto-escalation cost-effectively avoid noncompliance situations and speed resolution. Use the Service Level Management solution to define and manage service catalogs, service level agreements, operational level agreements, and underlying contracts. As the service desk transitions to a service delivery partner to the business, IT will directly contribute to customer service satisfaction by establishing realistic customer expectations. more >>

Configuration Management
Enterprise Class Configuration Management Tool
The FrontRange ITSM Configuration Management module enables enterprise-class management of the configuration items (CIs) that make up the business services and IT infrastructure being supported. Configuration Management provides the tools needed to define, accurately identify, and report on CIs. Automated approval and assignment processes create efficiencies and cost savings. With real-time CI monitoring, the status of changes, requests for change, and verification of CI completeness and correctness are made transparent. The module employs a configuration management database (CMDB) that provides a single repository for all CIs. The Configuration Management module delivers best practices using dynamic object models to easily relate assets to owners and view their relationships. more >>

Availability Management
Measure and Improve Service Availability
The FrontRange ITSM Availability Management module is a natural extension of Service Level Management. This module incorporates sophisticated availability metrics that capture ongoing performance statistics for individual IT components or an entire business service. Monitor availability via real-time dashboards and availability reports. Incident reports provide mean time between failure (MTBF) and mean time to repair (MTTR). Failure assessment tools quickly pinpoint critical infrastructure risk before that risk impacts critical business services. With Availability Management, IT can proactively reduce down time and CI unavailability when they have a 360 degree view into the single points of failure in the IT infrastructure. more >>

Self Service
Quickly Reduce Call Volumes
The FrontRange ITSM Self Service module provides a web-based self-service tool, opening up your service desk for 24x7 access. Customer empowerment is achieved when both internal and external customers can submit and track requests themselves. Easy integration into the corporate website or employee portal means users will always know where to turn to get the service they need, anytime, anywhere. more >>

Knowledge Management Software System
Create a knowledge repository for your business
The FrontRange ITSM Knowledge Management module is a tool for building your organization's knowledge repositories, and creating access for the knowledge consumers to easily find the information that will be valuable to them. Knowledge Management also provides a business management system that allows your knowledge workers to continuously refine articles and solutions to ensure accurate, up-to-date information. By integrating the knowledge base with Self Service, your service portal becomes a self help system to enable users to solve their own problems reducing agent intervention dramatically. more >>

THE FRONTRANGE FAMILY

WHAT’S NEW

ITSM 6.2
Improve Service Desk Performance with Increased Automation

Unified IT Asset Management
For the service desk

ITSM Voice Communication Management
Giving the service desk a voice

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ITIL In Action

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FrontRange ITSM

IT Service Management Software

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FrontRange ITSM

The Benefits of Alignment with ITIL Best Practices

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THE FRONTRANGE FAMILY

WHAT’S NEW

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