HEAT Service Management Archived Reviews (More than two years old)

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Consultant
Principal Consultant at a tech services company with 501-1,000 employees
Dec 16 2015

What is most valuable?

It is a strong platform as a whole, and with built-in wizard-driven workflow and business rules engines, you can’t go wrong. For me, one of the key features is the Service Catalogue and its Service Owner role. This combination allows organizations to roll out tailored service request offerings… more »

How has it helped my organization?

We use it internally and externally for our customer center, code name iHelp. Our organization now has a central self-service capability for both our employees and our customers on a single platform. This has brought many process fulfillment efficiencies to us internally and, for our customers, a… more »

What needs improvement?

We work closely with the vendor and have already submitted enhancement requests mainly around integration capabilities. Currently, the solution only supports SOAP web services, but a REST interface is on the roadmap and has been confirmed for mid-next year.

What other advice do I have?

Understand that this product is a great investment. It has a flexible architecture that allows you to switch between cloud and on premise. It is a product that will grow with you and easily adapt to your enterprise service management process changes in the future. It is HTML5-based and very easy to… more »
Vendor
Technology Manager at a K-12 educational company or school with 1,001-5,000 employees
Nov 19 2014

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… more »

What needs improvement?

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

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.

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.

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.

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.
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
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