FrontRange is by no means a new
contender in the IT Service Management (ITSM) industry. A pioneer in the
Service Desk and Service Management markets, founded in 1989 and currently managing millions of service interactions a day for more than
15,000 customers around the world, we’ve witnessed many key changes in the
industry with one of the most recent—and most disruptive—being the rise of
cloud applications over the past half-decade or so. As we quickly came to
recognize the paradigm shift that would occur with growing adoption of cloud
alternatives to the long established on-premise IT product offerings,
FrontRange invested heavily in the development of an all-new, cloud-based
multi-tenant ITSM solution. Fast forward six years…with the upcoming release of
our HEAT 2013 solutions, which will be generally available in late May 2013,
FrontRange is proud to be the only provider of Hybrid ITSM solutions on
an integrated built-for-purpose platform.
What does this mean for our customers?
Hybrid ITSM solutions give customers the ability to choose how they will
deliver service to the business, without forcing them to pigeon-hole their
entire organization into an either/or choice between on-premise or cloud-based
solutions that more often than not results in a compromise between considerations
of cost and organizational efficiency. With hybrid, customers can choose to implement
multi-tenant cloud-based ITSM to teams where it makes sense to do so—such as
remote branch offices where there is lacking IT staff on hand and limited
infrastructure—while still employing powerful on-premise solutions at larger,
main sites where there are significant IT resources on hand and the necessary
infrastructure at all times. Since HEAT 2013 utilizes a unified code base, its
Migration Tool allows for easy bi-directional transitions to and from
on-premise and cloud deployments. Put simply, HEAT 2013 will provide clients
with a product that will give them the maximum level of flexibility and control
over how they deliver outstanding service and support, while minimizing costs,
maximizing efficiency, and compromising nothing in the way of security,
performance, or scalability.
Flexibility is very desirable to IT
decision-makers when evaluating their many ITSM options. Stephen Mann, Senior Analyst
at Forrester Research recently wrote, “[In my opinion], choice is important; in
particular choice between delivery models and also choice over time. It’s also
becoming an increasingly high-profile part of ITSM tool vendor selling and
marketing/messaging conversations. FrontRange in particular has raised the
stakes on choice in terms of coining a new term Hybrid ITSM and
making it core to its value proposition.”[1]
Going further in the pursuit of value, FrontRange’s HEAT
Service Management platform uniquely integrates voice and workflow automation
with client management applications that are delivered on-premise and in the
cloud. New capabilities in HEAT 2013
include the ability to post messages directly to specified service teams,
social groups and/or user profiles, one-click access to recent work or accessed
items to improve service analyst’s productivity, tighter integration with
external applications, web services API, IE10 Support and language
localization, among other features.
[1] Mann, Stephen; Forrester Blog; March 26, 2013: http://blogs.forrester.com/stephen_mann/13-03-26-the_importance_of_customer_choice_in_itsm_tool_selection_hybrid_itsm
Nice One.I enjoyed reading it.
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