Basildon District Council Selects FrontRange HEAT to Enhance Service Desk and Tackle ITIL

HEAT 9 enables increased efficiency to meet Service Level Targets


HEAT 9 enables increased efficiency to meet Service Level Targets

Reading, UK | Wednesday, July 22, 2009 — FrontRange Solutions, the developer of business software for mid-sized and distributed enterprises, today announced Basildon District Council has purchased 18 licenses of its HEAT 9.0 help desk solution, along with HEAT Self Service, to increase service desk efficiencies, meet service level targets and start working towards the Information Technology Infrastructure Library (ITIL).

Basildon District Council is a local council in south Essex, responsible for approximately 129,000 electoral residents in the areas around Basildon, Billericay and Wickford. The Council IT team provides services to approximately 1,000 users employed at 65 sites across the district.

At Basildon District Council, the service desk is responsible for responding to internal IT problems and incidents and undertaking any changes. Towards the end of last year, the Council conducted a service desk review as it wanted to begin moving towards ITIL, which allows businesses to achieve quality service and overcome difficulties associated with the growth of IT systems. In addition, the chosen service desk tool needed to be easy to navigate, with a user-friendly interface and uncomplicated front end, to eliminate the need to retrain staff. However, back-end processing was also key for the Council to monitor service desk alerts and status.

Ricky Hughes, Senior Network Support Technician at Basildon District Council, said: “We have been considering ITIL for a little while but it’s very difficult to get into. We realised that by looking at the service desk area, this could potentially be our starting point. We selected FrontRange HEAT 9 because it gives us the ability to take the service desk forward in a more strategic manner.”

Having looked at a number of systems, Basildon District Council selected FrontRange’s HEAT 9 as the only solution that met its business requirements. It provides the Council with the functionality to manage the service desk within the ITIL framework and the value, support and maintenance offered by FrontRange was superior to alternative solutions. “The roadmap for HEAT 9 was robust,” explained Hughes. “In the current climate, we wanted to ensure we selected a company that was strong in the market and can withstand the downturn to deliver that roadmap. We’re confident FrontRange can take us through the next few years.”

Having rolled out the solution through the IT department, the Council is expecting the service desk to be significantly more efficient. By using HEAT Self Service, users will be able to log incidents from their desktop, rather than queuing on the phone. Using the reporting and management tools, service desk staff will also be able to break queries down into specific needs and process queries more effectively. This should all help deliver better response times, enabling the Council to meet and exceed its service level targets.

Hughes continued: “We’ve already been able to see how FrontRange HEAT 9 can benefit other areas of the business and are rolling out the solution in the revenues and benefits department to help process their internal queries and our partner organisation, St George’s Community Housing will also be deploying HEAT 9. By using the solution across different departments of the Council and partner organisations, we have maximised the return on investment by sharing the initial outlay.

“In the future, we’re keen to move it further afield into other departments as we can see the advantages it can bring to the whole organisation. We’ve always been happy with the service we have received from FrontRange, which has on occasion been over and above anything we could have expected. As a result, we are considering additional FrontRange products, such as Discovery,” said Hughes.

Steve Feeney, UK Sales Director at FrontRange Solutions says. “HEAT’s ability to log customer interactions quickly and efficiently will enable the Council to easily reach its service level targets. By using the reporting and management tools, it will also be able to provide better visibility to end users as well as enabling analysis of the data and proactive responses to any trends.”

About FrontRange
FrontRange is the global leader in Hybrid IT Service Management (ITSM) solutions for enterprises of all sizes. FrontRange is the only ITSM provider in the world that delivers Service Management software with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud. FrontRange manages millions of service interactions a day for more than 15,000 leading organizations around the world. FrontRange enables customers to deliver world-class service while maximizing operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Pleasanton, Calif. and can be found at


Media Contact for FrontRange Solutions:

Sabrina Hengehold
FrontRange Solutions
(925) 398-1368