“HEAT 2013.2 features a host of important new capabilities that continue to push the envelope of ITSM best practices,” said Kevin Smith, VP & GM of the Cloud Business Unit at FrontRange. “Through the continued efforts to expand its products’ capabilities, FrontRange is committed to making IT service desks more efficient and effective at increasing organizational productivity.”
HEAT 2013 incorporates both on-premise and cloud applications on a unified code base. This allows for a complete service management solution from a single vendor on one platform. It also gives customers the option to choose between cloud or on-premise deployment, or a combination of the two. The IT service management solution was designed to reduce IT costs and improve services. According to the company, HEAT 2013 can reduce service desk call volume by up to 80% and reduce downtime due to unplanned or unapproved changes by up to 75%.
The updated version has a number of new features, including allowing master (MSP) users to open items from multiple client tenants, and giving users the option to chat in real time with an IT service agent through a dialogue panel. It allows administrators to easily alert users when changes are being implemented through login notifications. Version two also supports Chrome and Firefox mobile browsers, as well as Unix and Linux. In addition, it offers hybrid voice support and a more organized workflow where upon completion of all tasks associated with an incident, the user must either set the incident status to resolved or create additional tasks.
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