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Incident Management
Problem Management
Change Manager's Dashboard
HEAT Call Logging Integrated with
FrontRange ITSM
Problem Management
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FrontRange ITSM, help desk software from FrontRange
Solutions, the creators of the world-class HEAT help
desk
solution, was created to meet all
of the Information Technology Infrastructure Library (ITIL)
best practices.FrontRange ITSM is part of a new generation of IT
Service Management solutions that will allow your
organization to meet the growing demands of today's
IT-based business requirements.
Learn about
the latest version of ITSM and about
SMA services
to help you upgrade your System.
KEY FEATURES
OF ITSM SOFTWARE:
- Incident Management, including help desk best
practices to easily categorize issues and automate
workflow. A real-time, customizable dashboard
capability is built-in to the product.
- Problem Management, including processes
for root-cause analysis that will help you minimize
the impact of problems.
- Change Management, to ensure that you
have and can manage standards and procedures for
making changes and supporting your customers.
- Release Management, allowing you to
design and implement procedures to distribute
releases and communicate changes with your IT staff and
customers.
- Availability Management, including 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, which 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 issues and
submit new issues over the web. This improves the
overall operation of the 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 IT service
desk.
There are many benefits, both tangible and
intangible, from implementing ITIL-based solutions such
as FrontRange ITSM. It adds greater value than other solutions
by giving you a flexible system based on Microsoft's
.NET architecture.
With FrontRange ITSM, you can meet ITIL standards with a phased
approach based on your business and customer
requirements.
View these brochures for more information on
FrontRange ITSM:
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