Case Studies

 

Service Management

Sinclair uses HEAT to manage IT incidents and problems for 25,000 faculty, staff and students. The IT team primarily uses HEAT incident, self-service, knowledge and reporting modules. HEAT will also be used to automate many of the college’s IT service requests for items such as system access to a shared drive or a name change, as well as automating processes to replace paper forms.
Silicon Labs has migrated to the latest version of HEAT Service Management in the cloud. Learn how Silicon Labs takes advantage of HEAT Cloud’s broad functionality, including incident management, service request, change management, problem management, service catalog and self-service.
HEAT is used to support the medical center’s 20,000 employees, including 1,100 IT staff. HEAT is used for incident management, service requests, change management, configuration items (CI), knowledge management, self-service, and most recently, problem management and release management. HEAT also supports the administration of its electronic medical records (EMR) system.
SBM Offshore deployed HEAT Service Management in the cloud in support of the company’s ITIL efforts. The ultimate goal of the project was to deliver 24/7 support to a global user base by aligning the operations teams in a more uniform way. (3rd party report by Ovum)
UNTS uses HEAT Service Management for incident management, service request, knowledge management, change management and CMDB.
HEAT IT Service Management software from FrontRange enables Katoen Natie to monitor, prevent and process IT problems and requests better, leading to big cost savings.
SAIT relies on HEAT Service Management to manage its information systems among diverse academic departments and administrative functions.
HEAT Service Management has increased the productivity of Elia's help desk and end-users via automation and the simplification of a number of processes.
Natixis Global Asset Management, a user of FrontRange HEAT Classic since 2008, migrated to HEAT Service Management. In addition to handling requests, incidents, and changes through HEAT, Natixis Global Asset Management also uses the self service and knowledge modules.
Total Wine chose to implement HEAT Service Management in the cloud for the easy deployment and hassle-free maintenance. Total Wine uses HEAT Service Management with Incident, Problem, Change, Knowledge and Service Request modules.
Sedgman selected HEAT Service Management as a cost-effective alternative to its ServiceNow cloud-based service desk. ServiceNow had more functionality than Sedgman could really use, and the monthly fees were adding up fast. The HEAT Service Management platform offered the strongest value proposition, and Sedgman made the move.
HSBC chose HEAT because it offered a fully automated ITSM solution with self-service and business monitoring facilities they needed for operational efficiency.
Webhelp's IT managers rely on HEAT Service Management, its operation and the data that it provides. The availability of precise reporting provides the IT managers with the relevant details regarding work interruptions that are tied to IT systems.
Kifinti provides award-winning service leveraging FrontRange HEAT to improve customer service. Kifinti has streamlined this process for its customers to be able to implement HEAT Service Management with ease.
HEAT ITSM's modular, pre-integrated set of nine modules gave Leighton Contractors the specific functionality that suits its individual and changing business needs. Key differentiators were speed of adoption and competitive pricing.
Mitre 10 found a core strength of HEAT Help Desk to be its functionality, which has made it a particularly effective tool in providing greater visibility throughout its service desk operation.
With HEAT Help Desk, AFS has improved incident response times by 50%, and saw increased accountability. They were able to grow their client base and increase staff productivity, with each consultant now handling 15% more calls.
The Heart Foundation saw that the automation capabilities of the HEAT solution would allow the Service Desk to operate more efficiently and provide the best possible interaction with users. The Change Management module has provided a tool to manage, track and optimize change requests.
HEAT Service Management is the service delivery backbone at Auckland Airport, responsible for processes and procedures focused on achieving increased customer satisfaction; maintenance of regulatory compliance; and more seamless handling of day-to-day requests and incidents.
The State of North Dakota's Information Technology Department uses HEAT Service Management to help maximize operational efficiencies, reduce IT costs, and improve service quality and compliance.
Baylor centralized its help desk and achieves new levels of efficiency and customer service with HEAT. Baylor customized HEAT to interface with a human resources database and the university’s database of IT assets.
Programmed has found the Change Management capability of HEAT Help Desk particularly beneficial in driving improved processes throughout the IT department. They have realized an improvement in overall efficiency levels.
Beam has come a long way from Kentucky. Beam Global Spirits and Wine manages global IT support with just six agents using FrontRange HEAT. HEAT provides a complete service desk solution that scales flexibly with Beam’s needs.
RagingWire integrated FrontRange HEAT Cloud Service Management as the hub for delivering and tracking its client service. HEAT Cloud offers the complete capabilities RagingWire needed and the ability to merge seamlessly with existing applications.
With HEAT Help Desk, Dis-Chem has been able to reduce their departmental head count from 11 to 8 while improving customer service, incident management and resolution.
HEAT ITSM provided The Warehouse Group with a framework based on ITIL, which has enabled it to measure its IT service management levels against proven best practice and SLAs.
With its move to HEAT ITSM, Essentia truly established a virtual support model, with all issues related to EHR coming into one place.
HEAT Help Desk's accurate incident reporting, service level management and incident management system has allowed Wireless G to manage, meet and be measured on their SLA's, and has significantly reduced time required of their IT department.
FrontRange HEAT ITSM paves the way for ITIL efficiency at a government research laboratory. Its common platform approach reduces the complexity of the IT infrastructure and lowers total cost of ownership.
With its successful rollout of the FrontRange Service Management solution, end-to-end integration of all Inventx AG processes is ensured, resulting in faster incident management and considerably higher customer satisfaction.

Client Management

HEAT Desktop and Server Management (DSM) lets administrators deploy and activate operating systems, applications, updates, patches and user profiles across endpoints and servers. Two people can now handle the nearly 100 servers and 6,000 clients currently managed by Bilfinger’s central IT department
With HEAT DSM, Silicon Labs can automate complex and routine IT operational tasks, from installing applications and operating systems to running and maintaining physical, virtual, and mobile devices.
Kyocera achieved significant time savings with HEAT Client Management. The standardization provided by the solution makes daily tasks much easier.
With FrontRange's IT Service Management and Client Management solutions, The Bauer Group achieved its overarching goal to achieve an integrated client and service management solution that could also be used outside of traditional IT solutions.