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 - Log and track 100% of your service desk calls and resolve them faster than ever before.
• 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 system for problems.
• Auto Ticket Generator - Automatically create new call tickets 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 & Support on its own or expand its power by easily integrating it with any other FrontRange products, as well as with third-party applications. All FrontRange solutions share a common reporting engine, business processing engine, data structure, and integration platform.

Benefits

• Reduce call volume
• Minimize pressure on technicians
• Increase staff productivity
• Provide realized call center savings
• Boost customer satisfaction

Features

• Lost password retrieval - Enable customers to quickly and easily reset lost passwords.
• Session tracking - Learn how your customers use your knowledge base and with what frequency.
• Reliable, up-to-date information - Give your support technicians a head start on resolving issues. HEAT Self Service logs and tracks your customer’s search criteria and articles accessed.
• Personalized customer service - Integrate information from HEAT Self Service with HEAT to get a complete view of customers’ or employees’ interaction with the support center.
• E-mail confirmation - Automatically notify customers that their issue has been logged on the Self Service Web site and provide a hyperlink to their issue for tracking.
• Service level classification - With request prioritization based on their service level agreement, customers can use a Web connection to log on and start immediately.
• Customized look and feel - Tailor the user interface and the content on your HEAT Self Service Web pages to the needs of your customers and employees.

Benefits

• Allow technicians greater mobility and access to real-time data through one centralized database
• Reduce costs and increase efficiency by handling administration at a central location
• Keep data secure on the server behind your corporate firewall and during remote access and transmission through full encryption
• Leverage existing infrastructure and maximize investments for faster ROI, without resorting to costly solutions like Citrix Meta-Frame® or Metilla®
• Implement with ease by allowing remote users to get up and running quickly with just a URL - no client installation required

Features

• Zero-footprint, server-based computing - Use the power of a client/server application with the distribution capability of a Web application.
• Same look as HEAT - Reduce training time and corresponding data input errors by using familiar software.
• Clientless installation - Eliminate the need for installation of software, maintenance and upgrades on the client’s desktop PC with access via Internet Explorer. 
• Consistent functionality - View your customized version of HEAT and use its core functionality through a Web browser.
• Concurrent user licensing schema - Avoid fix-node licensing, and purchase only the number of concurrent licenses that you need.
• Single source administration - Provide a one-stop facility for administration for most of your HEAT configuration and save time and training costs for multiple environments.
• Ease of installation - Install iHEAT within fifteen minutes on your own, unlike competitive products which require multiple days of professional installation.

Benefits

• Provide immediate results on call resolution
• Reduce training time for new support technicians
• Decrease escalation rates
• Alleviate backlog of service requests
• Improve response consistency

Features

• Easy content access - Store documents in their native format and search for nearly any document type regardless of format, structure, or location.
• Cataloged data - Avoid costly escalations by being able to find and deliver data when it is needed most.
  Information sharing - Remove the barriers to collaboration by providing experts within your organization with document searching, storage, indexing, reporting, and authoring.
• Integration with HEAT - Ensure all information is captured in HEAT Service & Support and saved for later reference.
• Improved customer support - Enhance customer satisfaction by answering the issue or inquiry correctly the first time and allowing your customers to search for information so they can efficiently help themselves.

Benefits

• Optimize operations
• Consolidate asset data
• Quickly and accurately capture hardware and software data
• Avoid over-licensing and non-compliance
• Control your IT budget

Features

• Valuable HEAT integration - Control your IT budget and optimize operations through tight integration with HEAT Service & Support.  When a call comes in, technicians can access the individual’s asset details and drill into specific information about the user’s system to solve the problem. That relevant asset information is easily transferred into HEAT call tickets.
• Asset scanning - Quickly capture reliable software and hardware data on a variety of different platforms.
• Asset details - Compile all assets for a user, with customizable sorts by hardware, software, changes, and favorites, making it easy to know the location of assets.
• Change logs - Show added, removed, or changed asset information since the previous scan.
• Tracking Manager - Manage all IT assets in the organization throughout their life cycle with helpful views.
• Asset summary - View current asset information including software license status and alerts, warranties, and leases coming due.
• Powerful reporting - Run more than 25 standard management reports using Crystal Reports®.

Benefits

• Increase first-call resolution 
• Reduce support costs
• Increase customer satisfaction
• Eliminate installation and maintenance of client software
• Securely protect remote support activities

Features
 

• LANDesk® technology - Enable instant support anywhere, anytime without deploying and maintaining costly client software with firewall-friendly technology that uses SSL-encrypted sessions.
• Incident resolution tools - Utilize remote control, real-time system information, chat, file transfer, remote execute, and reboot for efficient problem solving.
  Reliable application-layer remote control - Eliminate potential conflicts with video drivers.
• On-demand technology - Eliminate costly installation and maintenance of client software by downloading and installing onto the remote PC only when absolutely needed.
• SSL-encrypted - Provide secure support for remote PC’s via the Internet. 
• Fast installation - Achieve easy-to-use, instant support on your existing infrastructure.

Availability
This product is not available in all regions. Please check with your FrontRange representative or partner for availability in your region.

Benefits

• View LDMS activities within HEAT
• Shorten call times
• Escalate more calls
• Boost technician productivity

Features

• Out-of-the-box integration and support - Quickly and easily integrate HEAT Service & Support and LANDesk Management Suite with this simple-to-use solution.
• Remote control - Remotely and securely access client desktops.
• Inventory identification - Decrease software licensing costs and respond to audits.
• Software distribution - Efficiently install and maintain software on the desktop.
• Password reset - Save time with remote password resetting.
• Chat - Increase communication with chat capabilities.
• Flexible access - Use either with HEAT Call Logging or its own user interface.

Availability
This product is not available in all regions. Please check with your FrontRange representative or partner for availability in your region.

Benefits

• Meet service level agreements with confidence
• Increase overall operational effectiveness
• Proactively solve problems
• Streamline repetitive tasks
• Improve customer satisfaction

Features

• Autotasks - Send email, print work orders, or launch other applications all with a single keystroke.
• Quick features - Define simple repetitive tasks, accessible with a single click.
• Automatic ticket generator (ATG) - Automatically creates new call tickets and update existing tickets via a variety of sources.
• HEATBoard linked calls - Save time and work by allowing multiple calls to be linked to an issue, updated and closed automatically.
• Comprehensive reporting tools - Get the right answers with Answer Wizard™, “consultant-in-a-box,” bringing you defined reports and solutions to your questions.
• Scalable solution - Utilize the totally compatible HEAT Service & Support software, as well as any other FrontRange products, to expand your capabilities as your company and functionality requirements grow.

Availability
This product is not available in all regions. Please check with your FrontRange representative or partner for availability in your region.