IT Service Management:

IT Service Management Solution Family

The IT Service Management Solution is comprised of a series of ITIL-based modules to give you the exact configuration that is right for your business. These modules offer enterprise-class functionality with one of the industry's lowest total cost of ownership.
 

HEAT® Product Suite

Award-Winning Service and Support  

Award-Winning Service and Support
Built on more than 15 years of service management experience, award-winning HEAT integrates core service and support components into one complete solution to reduce costs and increase operational efficiency. HEAT, and its modules listed below, offers a powerful and flexible solution, with one of the industry’s lowest total costs of ownership. Now you can also expand the power of HEAT with a series of easily integrated IT Service Management modules based on ITIL and IT best practices. >> More
 

Incident Management 

Powerful Incident Tracking and Resolution 

Resolve customer issues more effectively, while lowering service desk costs with this leading-edge service management platform. The foundation of the IT Service Management solution family, Incident Management offers automated processes and reporting to accelerate response times and improve service levels.

Problem Management 

Identify Problem Sources and Resolutions

Minimise the negative impact of problems within your IT infrastructure. Problem Management helps you pinpoint the source of incidents, allowing your service desk to correct issues quickly.

Change Management 

Minimise the Impact of Change

Gain control of your changing IT demands. Change Management enables you to minimise the impact of change by managing, tracking and optimising changes, and ensuring that your business goals and IT services are in constant alignment.
 

Release Management 

Smoother, Less Costly Release

Plan, deploy and manage releases with precision and confidence. Release Management helps you manage the entire release cycle, reducing implementation time and costs and increasing rollout visibility and quality.
 

Service Level Management 

Meet Service Expectations, More Accurately

Improve customer satisfaction by more accurately defining your service level agreements. With automated processes and real-time visibility into your service delivery, Service Level Management enables you to continuously refine your service delivery and agreements.
 

Configuration Management 

Enterprise Class Configuration Management

Accurately and efficiently identify, define and report configuration items in your IT system. With real-time reporting and automated processes, Configuration Management offers a view into the status of change incidents and provides a single repository for all your IT assets.
 

Availability Management 

Measure and Improve Service Availability

Get a 20/20 view into how components or services perform over time to measure availability. Through best practices-driven reporting and tight integration with Service Level Management, Availability Management increases service reliability and reduces configuration repair times.

Self Service

Quickly Reduce Call Volumes

Empower customers to find answers and log their own service issues 24/7. Web-based Self Service frees your team to focus on resolution and reduces your service desk costs.