Leading research analyst firm releases the 2014 Magic Quadrant for ITSSM Tools Report
Leading research analyst firm releases the 2014 Magic Quadrant for ITSSM Tools ReportSeptember 4, 2014 | Milpitas, Calif. — FrontRange, the Hybrid Service Management software company, today announced the company has been recognized in this years’ Magic Quadrant for IT Service Support Management Tools (ITSSM) Report by leading analyst firm Gartner for its HEAT platform. Vendors included in the report were evaluated on their ability to execute and completeness of vision.According to the report, “In the 2014 Magic Quadrant for ITSSM tools, Gartner has focused on vendors whose IT service support functions enhance product usability. These vendors offer easy-to-use, out-of-the-box best practices. Their next-generation support capabilities are specific to mobility, and they use social collaboration to increase product effectiveness and efficiency.”
As the industry’s only hybrid service management platform that supports cloud, on-premise and/or a combination of the two deployment options, FrontRange’s HEAT solution integrates IT best practices with voice and workflow automation. This enables service desks in organizations to easily request a service or change, plan for appropriate remediation measures and automatically approve and authorize requests. In addition, HEAT is designed to automatically deploy the changes to the end users, monitor compliance and service level agreements and control an organization’s service portfolio to ensure enhanced service quality and customer satisfaction.“Over the past year, FrontRange has worked extremely hard to deliver, from a single platform, Service Management and Unified Endpoint Management software on-premise and in the cloud. We believe that these efforts have been recognized by Gartner. We are very proud to have been positioned higher on the Ability to Execute axis and further along the Completeness of Vision axis than previous positioning in Gartner’s 2014 ITSSM Tools Magic Quadrant,” said Jonathan Temple, president and CEO at FrontRange.
“We really liked that we could use HEAT Service Management out of the box,” says Candice Peacock, IT Service Desk Manager at Total Wine & More. “We are implementing ITIL processes, and HEAT provided a good framework to start, and we didn’t need to tweak the workflow if we didn’t want. The incident and service request templates were ready to use immediately.”According to the report: “ITSSM tools offer tightly integrated processes and functions that correlate with the activities of the broader IT support organization. They provide incident and problem management capabilities for the IT service desk function. They also provide change, configuration and release management capabilities for process leaders, infrastructure engineers and domain administrators. Often, this includes the use of a CMDB that enables the IT support organization not only to understand the production environment, but also to prioritize and quickly resolve or escalate issues and problems, and improve root cause isolation.1”Register here to download the full report.1: Source: Gartner, Magic Quadrant for IT Service Support Management Tools, Jarod Greene, Chris Matchett, Tapati Bandopadhyay, 25 August 2014
FrontRange is a leading provider of Hybrid Service Management software solutions for organizations of all sizes. With its suite of HEAT applications, FrontRange is the only company in the world that provides, from a single platform, Service Management and Unified Endpoint Management software on-premise and in the cloud. HEAT manages millions of service interactions and millions of endpoints every day for more than 15,000 leading organizations across IT, HR, Facilities, Finance, Customer Service, and other enterprise functions. Our customers deliver world-class service while maximizing operational efficiencies with reduced cost and complexity.
FrontRange is headquartered in Milpitas, Calif., and can be found at http://www.frontrange.com/.
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