HEAT Service Management OverviewUNIXBusinessApplication

HEAT Service Management is the #16 ranked solution in our list of top IT Service Management (ITSM) tools. It is most often compared to ServiceNow: HEAT Service Management vs ServiceNow

What is HEAT Service Management?
HEAT Service Management is a robust, highly flexible IT Service Management (ITSM) application, 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. We offer the best Hybrid IT experience you'll find in the industry, guaranteed.
Buyer's Guide

Download the Help Desk Software Buyer's Guide including reviews and more. Updated: September 2021

HEAT Service Management Customers
AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
HEAT Service Management Video

Pricing Advice

What users are saying about HEAT Service Management pricing:
  • "If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."

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AubreyMokgadi
Principal Accountant at a government with 51-200 employees
Real User
Top 10
Good incident management and escalation but it is difficult to learn and customize

What is our primary use case?

We have a support center where we log in and track user queries. We provide support for web accounting solutions. Whenever they have problems they log them through us, then we use the HEAT system to log in and report accordingly to management. We use the on-premise version. I just wanted to emphasize that it is on-premise, but it's sitting at our central server, so we can log in from that server.

Pros and Cons

  • "The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
  • "Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."

What other advice do I have?

It is a good system, as long as you've got everything you need. Sometimes a customer needs to customize it according to how he or she works. If that could be done prior to being handed over the system and tested to its final configuration, it can actually work. If there's an improvement in the reports, this would be much easier to recommend. One key aspect where they are still behind is in the reports. The reports that are standard don't actually provide what you require as a customer appropriately. For now, it is a six out of ten. That is taking into account my issues with the web client…
Essa Athamneh
Technical Manager at PRO TECHnology
MSP
Top 20
Easy to use, has a user-friendly interface and very good pricing

What is our primary use case?

We primarily use the solution as a ticketing system for end-users in the banking sector. For example, for the employees who need a ticket for troubleshooting something like Outlook issues, etc. The solution is basically a helpdesk software.

Pros and Cons

  • "The solution is easy to use and has a user-friendly interface"
  • "There's a lack of integration with other products. This needs to be improved."

What other advice do I have?

We use the on-premises deployment model. In terms of advice, I'd suggest others focus on the main features such as problem tickets, escalating tickets, ticket flow and support for mobile applications. I'd rate the solution eight out of ten. I'd rate it higher if it had better integration capabilities and better support services.