Cloud Computing — 10 June 2014

Kevin J. Smith, Vice President & General Manager, Cloud Business Unit, FrontRange, says:

FrontRange Looks to Customers When Designing Updates

FrontRange, a leading provider of Hybrid IT software solutions, has continued to create customer friendly software with an updated IT service catalog for its flagship software program, HEAT 2014.1 Service Management. The updated HEAT software boasts a more accessible user interface, additional reporting functionality, enhanced workflow integration and many other new features.

When designing the new IT service catalog, FrontRange looked to the needs and input of its customers. Specifically, users will find improved self-help tools, a dynamic set of field capabilities providing better context and navigation and single or multi-page free-form design to meet specific layout needs. Additionally, HEAT 2014.1 features full transactional and Business Intelligence (BI) reporting capabilities, an improved dynamic workflow builder with drag and drop tools and the ability to call external systems for service fulfillments.

“The biggest benefit of having deployed HEAT is having more consistent IT service best practices,” said Wil Clark, director of IT Service Management at University of North Texas System. “We’ve heard in our customer satisfaction surveys that people know where to go to find help now that we have HEAT Service Catalog.”

With an ever-increasing number of international clients, HEAT 2014.1 allows users to define pricelists with one-time or recurring prices in local currencies based on the country of the employee.

Financial transactions have been streamlined by allowing users to define costs and prices for each item and define pricelists per select option within a request offering. Users have the option to show employee costs or prices as one-time and recurring charges and transfer these charges to an internal accounting system.

Udo Waibel, chief technology officer of FrontRange, describes how they tailor updates to the needs of customers: “Many of HEAT’s Service Catalog enhancements are driven specifically by our customers’ requirement to help them support the business as a key service provider.  We have a wide range of customers whose service catalog requirements range from being very simple to complex. Such complexity is especially prevalent in our larger and more global customers who demand enterprise-caliber service catalog capabilities to support their business.”

About FrontRange
FrontRange is a leading provider of Hybrid IT software solutions for organizations of all sizes. With our suite of HEAT applications, FrontRange is the only company in the world that provides, from a single platform, Service Management and Client Management software on-premise and in the cloud. HEAT manages millions of service interactions and millions of devices every day for more than 15,000 leading organizations around the world. Our customers deliver world-class service while maximizing operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Milpitas, Calif. and can be found at http://www.frontrange.com.

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