HEAT Service Management Review

We customized the workflows for our needs.


What is most valuable?

The ability to totally customize the screen and workflows to fit your processes.

How has it helped my organization?

We were able to build in a Notes and Questions field on the Call Logging screen. When the Service Desk Rep would select the Call Type it would show the required things to do to resolve the issue. It would also show where to route the ticket if they could not resolve the issue.

What needs improvement?

The process to add fields is time consuming and requires the system to be offline while you apply an Edit Set.

For how long have I used the solution?

4 Years

What was my experience with deployment of the solution?

No – since we were upgrading from version 6 to 8 and using all new servers we were able to stand up version 8 and get everything setup and tested before we cut over.

What do I think about the stability of the solution?

No, HEAT was very reliable and never went down.

What do I think about the scalability of the solution?

No – we had a site license so we had unlimited users. Also we setup a Citrix solution to use for the sites not in the main office were 80% of the user base was located.

How are customer service and technical support?

Customer Service:

Excellent

Technical Support:

Excellent

Which solution did I use previously and why did I switch?

No, when I arrived we were using version 6 and I was tasked with getting us to the current version at the time which was 8.

How was the initial setup?

Since I was already very familiar with HEAT it was not difficult setting up version 8.

What about the implementation team?

We used in-house resources to implement. I did attend training from the vendor who was our VAR. They did help us setup Change Control in the system using a set of Detail Screens and workflows.

What was our ROI?

Our First Call Close rate for the Service Desk was 70-80% once we got all the workflows and Notes and Question screens populated.

What's my experience with pricing, setup cost, and licensing?

Our cost was 50K a year to be in Maintenance so we could call FrontRange for support. We ran version 6 for many years with no cost.

What other advice do I have?

Determine if you need to make a lot of customizations. FrontRange now offer HEAT as a SAS, I am not sure if that allows for the customizations I had with it hosted in-house.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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