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ITSM - Solutions (Click Here) Support Centre Management
Increase your level of support with HEAT
HEAT® Service & Support™ provides the core Support Centre tools you need to increase overall operational effectiveness and improve customer satisfaction.
Incident Management – maintain customer or employee profiles, create incidents, provide work queues to organise, prioritise, manage and route work, allowing for escalations and business rules.
Change Management – ensure standardised methods and techniques for efficient and prompt handling of all changes to prevent change-related incidents. HEAT supports ITIL-standard Change Management best practices on the change request lifecycle including: Acceptance, Classification, Authorisation and Planning, Coordination, and Evaluation.
Problem Management – proactively solve problems and known errors before incidents occur in the first place. HEAT supports ITIL-standard best practices for Problem Management including: incident control, problem control, error control, and proactive problem management.
Self Service – eliminate the bottleneck of daily, mundane technical issues and control costs by allowing customers and employees to effectively help themselves.
Research indicates it costs nine times more to service a call by phone than it does through Self Service. HEAT® Self Service™ is a convenient web-based, self-help tool that tightly integrates with HEAT Service & Support and HEAT® Plus Knowledge to allow customers 24/7 access to the problem-solving capabilities of HEAT from any Web browser. Customers can search the knowledge base, submit a new service issue or check the status of an issue without adding to your incoming call volume. An effective self service solution will: - Reduce call volume
- Minimise pressure on technicians
- Increase staff productivity
- Minimise routine stoppages
- Increase customer satisfaction
Remote Support – research estimates indicate that remote control capabilities reduce the average escalated call by 30-40%. HEAT® Plus Remote Support Suite provides SSL-encrypted sessions to protect remote support activities, and includes a remote incident resolution suite with remote control, real-time system information, chat, file transfer, and remote execute and reboot. An effective remote support solution will:
- Increase first-call resolution
- Shorten call times
- Instantly support customers on your network without deploying or maintaining client software
Service Level Management
Manage service levels with confidence
Effective implementation and management of service level agreements (SLAs) is a challenging task for most support centres. SLAs are often long, complex documents that are hard to convert into information that can be tracked through a service level management application. But without these agreements, it would be reasonable for every customer to expect every problem to be resolved right away, which usually means no one is satisfied.
Support centres are usually measured on how they meet service level goals. Often these measurements have important repercussions. If the support is paid for, then missing goals often results in financial penalties. Even in IT environments where no funds change hands, missing goals means loss of productivity, dissatisfaction, and a lack of respect for the service providers. So, accurately measuring performance against SLA criteria is critical to the success of the support centre.
HEAT® Service & Support™ helps you meet your service level agreements with confidence! HEAT has built-in best practices that help you set up processes to manage even the most complex service level agreements, and allow you to easily monitor and manage service level agreements with features like:
- Stop the Clock - Protect your SLAs with the ability to stop the clock.
- Customer Groups - Organise your customers based on their service level agreements
- Customer Business Process Rules - Automatically perform actions based on customer data
Knowledge Management
Get the information you need - when you need it.
Quick and proper issue resolution is key to delivering superior support. Under the pressure of increasing call volumes, call escalations, and shrinking budgets, knowledge management can improve customer satisfaction and actually lower overall support costs by providing support technicians easy access to accurate information.
- Provide immediate results and quicker call resolution
- Reduce training time for new support technicians
- Shorten call times
- Decrease escalation rates
- Alleviate backlog of service requests
- Improve response consistency
- Increase technician productivity
HEAT® Plus Knowledge puts the power of information front and centre
HEAT Plus Knowledge allows you to leverage information assets from diverse business units across an organisation, giving support technicians the information they need, exactly when they need it.
- No more hard to reach content - store documents in their native format and search for nearly any document type regardless of format, structure, or location.
- Resolve issues correctly without escalations - catalog data so that when it is needed most, it can be found and delivered in a way that will help resolve the issue the first time without the need for costly escalations.
- Remove the barriers to collaboration - HEAT Plus Knowledge facilitates collaboration among experts in different parts of the organisation by making it easier to share information through document searching, storage, indexing, reporting and authoring capabilities.
Asset Management
Control costs with asset management
Industry reports suggest that an optimised asset management program can save your IT department up to 30% of its overall budget, and reduce hardware-related call times by as much as 50%.
Asset management allows you to answer questions like:
- How many assets do we have?
- Are we legal on software licenses?
- How can we repurpose our existing inventory?
- How many computers will we have to replace or upgrade to move to a new operating system
- What is the impact of transitioning to a new software package?
HEAT® Asset Tracker solves your asset management problems
HEAT Asset Tracker reduces the complexity of asset management by monitoring:
- Inventory management - you can't manage your assets if you don't have an accurate inventory. HEAT Asset Tracker allows IT managers to quickly and accurately capture software- and hardware-related information on a variety of different platforms.
- Software compliance and license management - Remove the risk of underbuying or expensive overpurchasing of software licenses. HEAT Asset Tracker monitors compliance to help you "right size" your software agreements.
- Lease and warranty management - Don't incur repair costs on equipment under warranty or suffer late return fees for leased equipment. HEAT Asset Tracker provides a complete view of your leased assets, including detailed change history.
World Class Customer Service and Peak Productivity
With a more competitive global marketplace and complex regulatory requirements, IT must be in line with your business goals, strategies, and processes. Align your IT service delivery and business objectives more effectively with FrontRange IT Service Management: a customisable, cost-effective IT management solution that incorporates IT best practices with anywhere access to provide personalised customer service and increased service desk productivity. Built specifically for small to mid-sized and geographically distributed enterprises, IT Service Management is the leading solution based on ITIL and other IT best practices. The comprehensive solution family offers a modular, fully integrated architecture, allowing you to choose the modules that best fit your needs. This common platform reduces the complexity of your IT infrastructure, lowers costs, and ensures that your company has the agility it needs to remain competitive. IT Service Management Solution Family The IT Service Management Solution is comprised of a series of ITIL-based modules to give you the exact configuration that is right for your business. These modules offer enterprise-class functionality with one of the industry's lowest total cost of ownership. 
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