HEAT® Product Suite
Affordable, Automated Service Desk Solution

Reduce costs and elevate service levels with HEAT Service & Support, the foundation of the HEAT product suite. Proven and powerful, HEAT Service & Support helps organizations of all types take their service and customer satisfaction to the next level. 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.

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System Requirements

Disk Space
175 MB (full HEAT installation)

Database Management Software (DBMS)
Microsoft ® Access ® 2000/2002
Microsoft SQL Server TM 7.0 (SP4 or later) or 2000 (SP3 or higher)
Sybase ® SQL Anywhere® Studio 9.0 or higher
Oracle ® 8.16 (using 8.16.6 driver) or 8.17 (using 8.17.6 driver)
Oracle9/ T (using 9.01.3 driver)
Oracle9/ Release 2 (using 9.2.0.1 driver)

Server
On average, HEAT requires 2-3 MB of hard drive space for every 1,000 call records.
All system requirements were developed using Microsoft SQL server as the HEAT database application.
When using other database applications, contact the database vendor for recommendations.

HEAT® Self Service
Significantly Reduce Call Volumes
Increase service desk productivity by reducing the flood of routine technical issues to your support center. With HEAT Self Service, customers can search the knowledge base, submit a new service issue or check the status of an issue - without adding to your incoming call volume.
Additional Information

iHEAT
HEAT Access - Anywhere
Accessing HEAT service management tools has never been easier for on-the-go technicians. With iHEAT's server-based, thin client computing system, technicians can access HEAT® to view and manage issues via a Web browser.
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HEAT® Plus Knowledge
Information You Need, When You Need It
Deliver superior support with quick and proper issue resolution. HEAT Plus Knowledge improves customer satisfaction and actually lowers overall costs by providing support technicians easy access to answers. And by adding Right Answers Knowledge-Paks® - the world's first and largest IT support knowledge base - your technicians and end-users can access hundreds of thousands of problem-resolutions. Knowledge-Pak titles cover virtually every popular business application from vendors such as Microsoft, Netscape, Novell, Corel, Lotus, Adobe, and Symantec.
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HEAT® Asset Tracker
Reducing the Cost and Complexity of Asset Management
Reduce your costs by taking control of managing your IT assets, software licenses, and lease agreements. HEAT Asset Tracker simplifies asset management by providing concise, timely, and detailed asset information.
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HEAT® Plus Remote Support Suite
Secure Online Customer Support
Instantly support the customers on your network without deploying and maintaining client software. Powered by LANDesk®, HEAT Plus Remote Support Suite enables fast and easy customer support via the Internet.
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HEAT® Desktop Manager
Easily Integrate HEAT and LANDesk®
Find new efficiency by integrating HEAT Service & Support and LANDesk® Management Suite (LDMS) with HEAT® Desktop Manager.
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HEAT® PowerDesk
An Affordable, Practical Help Desk Solution
Increase customer satisfaction and reduce costs at the same time, with a powerful, yet affordable service management solution designed specifically for growing organizations. Based on award-winning software, HEAT® Power Desk provides top-quality entry-level service.
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