HEAT Service Management

HEAT Service Management is a robust, highly flexible ITSM solution, built on IT best practices that help customers meet the dynamic needs of a growing business and achieve the highest level of service quality, delivery and performance.

HEAT Service Management overview diagram

With HEAT Service Management solutions you can easily request a service or change, plan for appropriate remediation measures, automatically approve and authorize the request, implement the change to your users, audit the successful completion and service level agreements associated with the change, and control your services portfolio on an ongoing basis to ensure enhanced service quality and customer satisfaction.

 

HEAT Service Management Capabilities

HEAT Service Management

Strategically enable your business to perform complete, workflow-based service management activities that range from straightforward service desk operations to more complex and configurable service management workflows built on industry standards.

HEAT Self Service

Align IT services with business demands by providing an intuitive and easy to use self-service portal for any type of customer. The online e-service platform allows customers to view service management information, submit new incidents, search the knowledge base and request services.

HEAT Service Catalog

Support all types of IT services needed to be ordered via Self Service – Service Catalog. Provision new employees, install software, activate new devices and fulfill any other type of service request with an easy to configure portfolio of service offerings.

HEAT Discovery

Contain costs and improve compliance with a real-time view of all software and hardware assets in the network. Benefit from a full network inventory, asset discovery and an automated audit that helps clients take control of asset usage information and establish and maintain effective IT operations.

HEAT Voice Automation

Extend service hours to provide 24x7 support with 8x5 staff using voice automation. Deliver a better customer experience by phone-enabling the service management solution. Improve call handling with complete ACD, IVR, skills-based routing and screen pop features.

HEAT Mobile Field Service

Allows a corporation to extend the reach of the service desk into the mobile field environment. Interact with the core service management solution via Apple iPad and iPhones and provide both online and offline usage for the mobile service technician.