As a nonprofit organization, Alverno Information Services is challenged with meeting a growing number of calls – without adding help desk analysts.

Cape Town's grand hotel, the ArabellaSheraton, uses HEAT service management software from FrontRange Solutions to create the world's first fully automated guest service tracking system – and give itself a unique selling point in the competitive hotel market in Cape Town. Says Stuart Cowan, Arabella South Africa Holding director of information technology: "It's been an Arabella South Africa Holding initiative for each new hotel development in South Africa to have one distinct differentiator. In the ArabellaSheraton Grand Hotel case, we focused on addressing the hotel industry's most difficult problem – ensuring consistent guest service delivery across all the very different departments in a hotel on a 24/7 basis.

The Auburn Help Desk assists more than 44,000 students, faculty, staff and retirees with technical questions or problems on anything from e-mail to software to networking. With the exception of the help desk manager, all help desk consultants are students themselves - on average 20-21 years old. While many are computer science or engineering majors, a number of consultants come from social science majors. For that reason, Auburn needs a simple, intuitive help desk system that is easy to learn and use for consultants of all technical abilities.

In its pursuit of providing increasingly more comprehensive and high quality care to Wisconsin residents, Aurora Health Care continuously adds to its already extensive system of hospitals, clinics and pharmacies. The help desk at Aurora provides tech support on all information technology systems for the organization's employee population of 26,000. The employee base, IT infrastructure and number of sites supported continue to grow on an almost daily basis. Even as its customer base changes, Aurora's Help Desk Information Services department aims to improve the quality and responsiveness of its service to more than 300 individual sites.

Three years ago, Baylor University lacked a centralized help desk. Students, faculty and staff with information technology problems would call one of about five individual areas in the IT department, such as Hardware, Networking, or Student Services, which each had its own method of handling calls. Callers who didn't know the nature of their problem, often didn't know where to call, which resulted in delays and frustration.

Beam Global Spirits & Wine help desks support 2,500 employees in 10 countries. As the company has expanded, its information technology and support have grown to include Sarbanes-Oxley compliance and internal service-level agreements (SLAs).

Beam Global brought in HEAT Service & Support software from FrontRange Solutions to track all IT support issues.  HEAT provides a complete service desk solution that scales flexibly with Beam’s needs. As word got around about HEAT, IT implemented the software in about a dozen different Beam departments.

With FrontRange Solutions Partner Crystal Clearview Consultants, Cara integrated HEAT Service & Support to track and improve its overall service desk performance. HEAT stood out for its ease of use and customizability. The service desk team finds it simple to use and maintain, and easily creates business rules in HEAT to fit its existing processes, rather than changing its processes for the software. In 2005, the department took its service to another level with DiscoverNET, which monitors, analyzes and manages Cara’s 1,200 locations remotely with an SNMP manager that is tightly integrated with HEAT.

As the NAC’s customer base has grown, HEAT has scaled with the department’s needs and delivered automation that helps the team do more with existing resources. With HEAT Self Service, the NAC empowers customers to log and look up their own tickets, increasing technician availability. The use of Alert Monitor keeps the support team responsive and successful in meeting its resolution goals. And Auto Tasks gives technicians more time to address issues by rolling many tasks into one.

Healthcare is one of the most pronounced verticals in IT, in its key differentiators and requirements, where accurate information and quick response times can literally mean life or death. Private healthcare has traditionally benefited from expensive, custom-developed technology solutions, but Chris Hani Baragwanath hospital has shown that public hospitals can make effective use of technology without having to break the bank. CHBH has recently revolutionised processes within its hospital management using FrontRange technology.

The city of Des Moines has nearly 20 different city departments, all handling calls individually. Every city department was managing its calls in a different way. Some kept complete and organized records, while others did so on sticky notes. Some calls were addressed the next business day, while others took a month. With no consistency, there was little chance to capture valuable data about city issues and call volumes. That made setting levels for response problematic.