HEAT Service & Support

Built on more than 15 years of service management experience, award-winning HEAT integrates core service and support components into one complete service management software 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 IT and ITIL best practices.

Key Benefits

• Serve customers faster and more effectively
• Increase technician productivity
• Lower the cost of service
• Reduce training time
• ITIL verified by Pink Elephant in Incident Management, Problem Management, Change Management, and Configuration Management
• Easily integrates with FrontRange IT Service Management modules to harness the power of ITIL processes

 

Features

• Quick setup - Tailor your system to your unique business environment quickly and easily with HEAT Quick Start Wizard™.
• Call Logging - View key metrics, personal groups, and broadcasts for a real-time status and quick access to records.
• Business Process Automation Module™ (BPAM) - Create automation and escalation rules easily and intuitively. Using a wizard-like interface, BPAM automates many business processes and monitors your service desk software system for problems.
• Auto Ticket Generator - Automatically create new call tickets with this service desk software and update existing call tickets.  Additionally, Auto Ticket Generator can automatically respond to requests for call ticket information and status.
• HEAT Answer Wizard™ - Get fast answers to key business questions with a selection of more than 200 predefined reports.
• HEAT Manager’s Console™ - Monitor key metrics and graphically illustrate service and support center status at-a-glance.
• HEAT Link to LDAP - Import data from an LDAP system for your customer information in HEAT.
• Customizability - Easily customize HEAT business rules, call screens, and flows to your specific needs.
• Ease of integration - Use HEAT Service and Support, service desk software, on its own or expand its power by easily integrating it with any other FrontRange software products,  as well as with third-party applications. All FrontRange solutions share a common reporting engine, business processing engine, data structure, and integration platform.

System Requirements

• Disk Space
  175 MB (full HEAT installation)
• Database Management Software (DBMS)
  Microsoft^® Access^® 2002 /2003 
  Microsoft SQL Server TM 2005,  or 2000 (SP3 or higher)
  Oracle9/ Release 2 (using 9.2.0.1 driver)
  Oracle 10g(using 10.2.0.1 driver) 
• Server
  On average, HEAT requires 2-3 MB of hard drive space for every 1,000 call records.
  All system requirements were developed using Microsoft SQL server as the HEAT database application.
  When using other database applications, contact the database vendor for recommendations.