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Do you have a help desk? SMA specializes in providing
ITIL-based help desk and support center solutions as well as
documented assessments for corporations,
education, government and not-for-profit organizations
since 1984. Our clients are provided with services
and best-in-class solutions derived from years of
experience working with and in call centers. We
look forward to assisting you in providing a service
support solution to
your customers and internal staff.
Our top IT help desk software
recommendations to provide levels of ITIL compliance
include:
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HEAT software, a product from
FrontRange Solutions, delivers a full-featured, out-of-the-box customer
service and support solution which enables organizations
to streamline employee and customer support
interactions. HEAT is an affordable, easy-to-use,
practical solution that helps you gain control of your
service and support issues and resolve them quickly and
efficiently.
HEAT software delivers Pink Elephant verified
enhanced ITIL Service Support
in the following areas:
- Incident Management
- Problem Management
- Change Management
- Configuration Management
- Service Level Management
HEAT Software Add-on
Modules Deliver Even Greater Value!
- HEAT Self Service -
Reduces calls to service desk up to 15%.
- iHEAT - 24 hour/7 day
remote Web access to call logging.
- HEAT Plus Knowledge
- Saves up to 30% of IT budget by reducing training
costs, unnecessary escalations, and
call lengths.
- HEAT Plus Voice - Integrates HEAT software with your phone
system for
sophisticated contact routing,
text-to-speech recognition, interactive voice
response and more.
- FrontRange Discovery
- Automated discovery and inventory engine that
identifies, scans, and reports detailed
configuration information for all IT infrastructure
assets, including the network, PCs, servers,
software, printers, and mobile devices.
-
SMART
for HEAT, SMA Report
Toolkit for HEAT - Powerful, easy to use,
web-based reporting tool that can deliver reports on
a scheduled basis directly to users' email inbox.
-
HEAT Plus Mobile -
Receive new service tickets and up-to-the-second
alerts on your BlackBerry, lowering service rates
and improving response rates.
Learn more about HEAT software
Download
HEAT brochures
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ITSM,
a product from FrontRange
Solutions, the creators of the
world-class HEAT software help
desk solution, is far and away the most sophisticated
solution available today. ITSM was created to meet all
of the Information Technology Infrastructure Library (ITIL)
principles.
ITSM and its modules deliver Pink Elephant verified enhanced ITIL Service Support in
the following areas:
- Incident Management
- Problem Management
- Change Management
- Configuration Management
- Availability Management
- Release Management
- Service Level Management
How FrontRange ITSM meets ITIL and other Best
Practice principles:
- Incident Management - follows best
practices to easily categorize issues and automate
workflow at the help desk. A real-time, customizable dashboard
capability is built-in to the product.
- Problem Management - incorporates processes
for root-cause analysis that will help you minimize
the impact of problems.
- Change Management - ensures that you
have and can manage standards and procedures for
making changes and supporting your customers.
- Release Management - allows you to
design and implement procedures to distribute
releases and communicate changes with your IT
support center staff and
customers.
- Availability Management - includes a
real-time dashboard to provide information on
configuration and services availability.
- Configuration Management - helps you
identify configuration items and provides reports on
requests for change (RFCs). You can also view the
status of IT assets and their relationship to incidents
in real-time.
- Service Level Management - allows
you to maintain and improve IT services through
agreements with your customers. You also have the
ability to define and manage service catalogs.
- Self Service Management - allows your
customers to view the status of their IT issues and
submit new issues over the web. This improves the
overall operation of the IT service management
department and enhances customer service.
- Knowledge Management - provides an
important capability to your IT support staff and your
customers. Support staff will be able to take
advantage of solutions that are known to solve
issues without researching them each time. Your
customers will also be able to search for solutions
over the web, which will reduce calls to the help desk.
Learn more
about ITSM software
Download
ITSM brochures
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Seamless Integration of
Reporting Products for HEAT and ITSM!
- SMA Report
Toolkit for HEAT - SMA has developed
this powerful web based report solution for HEAT
software by using Service Management Best Practices as
the foundation and by leveraging Microsoft SQL
Reporting Services. Dozens of parameter driven
reports with drill-down functionality.
-
SMA
ReportingEdge
for IT
-
was built to help you retrieve, share and analyze the
data that's already in your HEAT or ITSM service desk application.
Its pre-built interactive dashboards, metrics and reports offer
quick time-to-value and industry recognized Best
Practices as a foundation for your organization's
Business Intelligence and reporting strategies.
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Please email
or call us at
914.686.0300 to speak to an SMA
representative and find out more about how our
structured methodology may be of use in your
organization.
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