HEAT Solution

Today's modern Information Technology Help Desk is the central point of contact for members of your Agency or organization and often external parties or the public to submit service incidents and requests.  Choosing the right Help Desk software toolset is a critical element in enabling your support organization to receive these contacts efficiently, assign support tasks to the appropriate resolvers, obtain approvals, track assets, resolve customer issues, produce activity and utilization reporting and support the organization's overall productivity. The toolset must be capable of all of these roles with a simple, easy-to-learn user interface, customizable customer self-service portal capability, knowledge management, as well as integration with your organization's other IT support systems and overarching governance directives such as ITIL.

Consider HEAT®, the flagship and market-leading Help Desk solution from FrontRange.  Customers can rely on HEAT to manage all their Help Desk service and support needs, from initial request through incident closure.  HEAT® includes a complete suite of core service and support components in a consolidated service desk solution designed specifically for the needs of the small- to mid-sized Agency, corporation, or organization.  HEAT® has earned its place as an industry leader by providing solutions that add value and support organizational needs and processes, not simply acting as a repository for support request logging.

You can view complete information on the HEAT suite of Help Desk solutions that EXCEED offers at FrontRange.

The HEAT suite of products offers many key benefits to your organization, such as:

• Serving customers faster and more effectively
• Maximizing technician productivity
• Lowering the cost of service
• Reducing training time
• ITIL verified by Pink Elephant in:
• Incident Management
• Problem Management
• Change Management
• Configuration Management

EXCEED can provide expert consultation, implementation support, and ongoing optimization to ensure the long term success and value of your HEAT program. We are HEAT users ourselves, with multiple implementations of the HEAT product suite supporting Federal Government Agency Information Technology Help Desks that we operate under the ITIL framework. Our HEAT service suite, delivered by our industry experts with 15 or more years in the industry, features:

• HEAT Optimization Audits - Detailed knowledge transfer on HEAT system planning, scope assessment, implementation sequencing and the capture and recommendation of summary requirements for a successful HEAT implementation
• Reporting Design - Design and development of custom reports to support the HEAT Implementation based on the organization's requirements
• HEAT Implementation Services - Certified installation and configuration of the HEAT Core Modules: Call Logging, Administrator, BPAM, ATG, Answer Wizard, Manager's Console, Alert Monitor, iHEAT, HEAT SelfService, and HEAT Plus Knowledge. The approach is a full implementation including a Solutions Workshop, Design Document, Configured System, Knowledge Transfer session and Go-Live Support
• HEAT Administrator Training and Certification - Classroom and Individual training offered
• Change Management within HEAT - Implementation of the Change Management process into the HEAT design to optimize Service quality, minimize risk and manage key deployment activities
• ITIL within HEAT - Implementation of Incident, Problem, Change, Release, Configuration and Service Level Management into the HEAT system
• HEAT Upgrade - Service to review and upgrade an existing HEAT customer environment consisting of the core modules, iHEAT and HEAT SelfService ensuring full utilization of the HEAT solution

For further information or to schedule a demonstration of how the HEAT suite of products can help your organization meet its IT customer support goals, contact us at jbroughton@exceedcorporation.com.