FrontRange Introduces Major Enhancements with Release of HEAT 2014.3

FrontRange, the Hybrid Service Management software company, today announced the release of HEAT 2014.3.  HEAT 2014.3 provides enterprises and service providers with critical new features that dramatically improve the service desk analyst’s ability to remediate customer issues more effectively via Remote Control.  Additional enhancements have been delivered allowing for more robust reporting and efficient application administration.  As the first and only service management platform that supports on-premise and/or cloud deployments through a unified code base, HEAT continues to dramatically improve service desk and operational efficiency.

HEAT 2014.3 provides a series of new features that include:

  • Remote Control Integration:  HEAT Remote (Add-on) provides technicians and customers the ability to initiate a remote control session without the technician having to physically be on-site with the customer, saving the company time and money. HEAT Remote also provides a more efficient and secure means to resolve customer issues, as well as helps to increase first call resolutions and improve overall customer satisfaction and compliance.
  • Improved Change Calendar:  filtering using saved searches and color coding enable better visibility into change process workflow.
  • Accelerated Search:  returns real-time results during full text search providing users quick access to the information they are looking for.
  • Quick Action Control:  automatic “Quick Action” function provides greater control over adding, deleting and cloning records to include copying associated links and attachments.
  • New HTML 5 Dashboards:  removes Adobe as the primary plug-in in order to better support mobile browsers.  Dashboards now support dynamic “mouse overs” to view more detail.
  • Enhanced Grid Designer:  now allows for greater command over grid behavior based on a more intuitive design process that provides per column controls to better sort/group/link column data.
  • Discovery Update:  now collects additional data during the discovery process to include details from VMware ESX or VCenter servers; logical drive information; Graynet detection and more.

“The role of the service desk in enterprises and service providers alike is becoming more strategic by the day as organizations strive for greater agility, productivity and operational continuity,” said Udo Waibel, CTO with FrontRange.  “That’s why we continue to add significant new functionality to the HEAT platform.  We’re seeing a direct correlation between service desk efficiency and productivity and organizational success among our customers.  Their feedback is driving our ongoing product development efforts which is reflected in HEAT 2014.3.”

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