FrontRange, the Hybrid IT software company, has announced the cloud-based version of its HEAT Service Management solution has been selected by Center Partners to replace their on-premise predecessor. A key reason for replacing their legacy application was the lack of any reporting metrics or robust service management capabilities beyond simple incident ticketing. In contrast, FrontRange’s HEAT Service Management provides Center Partners with a fully multi-tenant, easy-to-use SaaS application that serves as a consolidated and centralized service management platform across their organization.
“After seeing other ITSM solutions in action, we were impressed with HEAT’s ease of use for the everyday user, both inside and outside our organization,” said Scott Prater, Vice President of IT at Center Partners. “We were also influenced by the availability of templates to streamline our business processes. Additionally, we like to manage our applications in-house, so it was instrumental to have the ability to configure HEAT to fit our needs how and when we need it.”
As the industry’s only hybrid service management platform that supports cloud, on-premise and/or a combination of the two deployment options with a common framework, FrontRange’s HEAT solution integrates IT best practices with voice and workflow automation. This enables service desks in organizations, like Center Partners, to easily request a service or change, plan for appropriate remediation measures and automatically approve and authorize requests. In addition, HEAT is designed to automatically deploy change requests for users, monitor the successful completion, compliance and service level agreements associated with the change and control of an organization’s service portfolio to ensure enhanced service quality and customer satisfaction.
“As an award-winning call center, uptime is very important to us. If we ever have a network outage we need to continue to provide exceptional service and support for our clients. Having HEAT deployed in the cloud ensures that we can continue to do business,” Prater said.
Center Partners is revolutionizing their business processes by aligning service management with ITIL best practices. With the rapid implementation of HEAT’s Incident, Problem, Change and Knowledge Management capabilities, the company is immediately tracking incidents that are tied back to the knowledge database. Taking advantage of HEAT’s hybrid deployment capabilities in future rollouts, Center Partners plans to deploy self-service and service catalog in the cloud with HEAT Discovery deployed on-premise to complete their service management functionality. In addition, to further realize their vision of deploying a single enterprise-wide service management platform, Center Partners plan to expand their use of the HEAT platform by automating non-IT service processes across other business groups, like human resources and facilities.
“Center Partners’ selection of FrontRange is a significant customer win,” said Kevin J Smith, VP & GM of the Cloud Business Unit with FrontRange. “As an organization that relies on business continuity to maintain optimal customer support, Center Partners has a significant need for a highly flexible and robust service management solution that deploys quickly and easily to support both internal and external customers. We are very delighted to be the platform of choice for all their service management requirements.”