FrontRange Announces HEAT 2013

Industry’s Only Purpose-Built Hybrid Service Management Platform Introduces Migration Tool Allowing for Easy Bi-Directional Transitions to/from On-Premise and Cloud Deployments


Industry’s Only Purpose-Built Hybrid Service Management Platform Introduces Migration Tool Allowing for Easy Bi-Directional Transitions to/from On-Premise and Cloud Deployments

Milpitas | Tuesday, April 16, 2013 — FrontRange, the only provider of Hybrid IT Service Management solutions on an integrated platform, announced today the upcoming release of HEAT 2013, the only Service Management solution designed to simultaneously support on-premise, multi-tenant cloud and/or hybrid deployments from a single, unified platform. HEAT 2013 will begin its general availability at the end of May.

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

Managing millions of service interactions a day for more than 15,000 customers around the world, 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. With the release of HEAT 2013, a host of new capabilities are now available including:

  • New User Interface: provides new streamlined and context based user interface for improved analyst efficiency.
  • Social Groups: provides the ability to post messages directly to specified service teams, social groups and/or user profiles.
  • My Watch List: provides one-click access to recent work or accessed items to improve service analyst’s productivity.
  • HEAT Cloud Connect: provides tighter integration with external applications by triggering workflow advancement when jobs are created or a specific object field is updated.
  • Customizable UI: enables organizations to adjust the look and feel in alignment with a customer’s branding on Self Service and Service Analyst User Interface (UI).
  • New web services APIs: provides the ability to populate service requests and leverage advanced search capabilities.
  • Language Localization: German, Dutch and Portuguese is now supported in addition to English, French and Spanish.
  • IE 10 Support

To help customers easily migrate to and/or from a cloud or on-premise deployment, HEAT 2013 features Configuration Management Tool for simplified set-up and configuration to ensure proper change management. The integrity of a customer’s existing configurations, no matter how extensive, is easily transferred with FrontRange upgrades.

“FrontRange provides us with the flexibility to easily move from an on-premise to a cloud-based ITSM solution without having to deal with ‘rip and replace’ headaches which is instrumental to preserving our business efficiency,” said Rhonda Salalac, Service Desk Manager at Children’s Hospital of Los Angeles. “FrontRange’s Hybrid platform offers us the flexibility for any future changes our organization may face as well as the most advanced service management applications specifically aligned with our business, particularly with respect to electronic medical records. We’re much better equipped to support internal employees with tech support duties with the added benefit of improving the tracking of external physician referrals.”

HEAT is based on ITIL best practices that now extend beyond IT to customers’ core business units including HR, finance, facilities and operations. This breakthrough in ITSM delivery options affords customers unparalleled flexibility in how they choose to deploy service management applications, dramatically reduces total cost of ownership, and significantly simplifies ITSM operations through centralized management.

“FrontRange is committed to rapid and ongoing innovation and the development of our Hybrid platform is another example of how our product development roadmap responds to current industry trends and customer needs,” said FrontRange CTO, Udo Waibel. “HEAT allows customer application configurations to seamlessly migrate between cloud and/or on-premise delivery to provide customers the flexibility of choice, advanced capabilities and complete end-to-end service management offerings.”

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

1 Mann, Stephen; Forrester Blog; March 26, 2013:


Media Contact for FrontRange:

Sabrina Hengehold
(408) 601-2815