FrontRange Solutions Delivers Much-anticipated IT Service Management Enterprise

Release sets a new standard in advanced IT Service Management and ITIL support for companies of all sizes


Release sets a new standard in advanced IT Service Management and ITIL support for companies of all sizes

Pleasanton | Monday, October 11, 2010 — FrontRange Solutions, a leading provider of IT Service Management, IT Asset Management and Customer Service Management solutions for leading global companies, today announced the launch of ITSM Enterprise. Incorporating extensive collaboration with customers, this release delivers the market’s most robust solution for IT Service Desk, IT Best Practices, IT Service Management, Governance and Compliance, Customer Service and much more.

FrontRange Solutions’ new ITSM Enterprise is designed to support the needs of dynamic and growing organizations working to deliver world class management of services across the business and to customers. The release supports the strategic alignment of IT with the business and will enable organizations to define, track and measure key metrics that improve performance toward key service and support objectives.

Michael McCloskey, CEO of FrontRange said, “Our ITSM Enterprise release represents our most significant Service Management release in the history of FrontRange. We have received exceptional feedback from partners and customers, and expect our latest release to alter the competitive landscape. We are committed to providing industry leading products to our customers, and combined with our just announced Service Catalog release, believe that we are delivering the most powerful suite in the industry”.

ITSM Enterprise, shaped by extensive work with 16,000 leading IT organizations globally and an aggressive R&D investment, is the most advanced new product to enter the market in the last several years. Built on the latest technology, key features include an advanced and intuitive contextual User Interface for a better and more productive user experience, advanced change management, an advanced graphical Business Workflow Designer and Engine, powerful employee and customer self service capabilities, dynamic service level management, a unique voice capability and significantly enhanced reporting, performance scorecard and business metrics.

“The full realization of the value to an organization of IT Service Management demands strong capabilities beyond incident and problem management; key areas include support of business rules and automation, change management business process modeling, out of the box reporting, and packaged integration with IT asset management capabilities” says David Coyle, Vice President of Research at Gartner. “Vendors who are able to make a consistent and sustained R&D investment in these areas and deliver best in class capabilities will emerge as the market leaders of the future while delivering the strongest return on investment to their customers.”

Key product highlights for ITSM Enterprise include:

Improved User Interface

  • Easy-to-navigate menus
  • Context-based workflow
  • Powerful dashboards
  • Configurable to Customer Requirements
  • Advanced user customization options

Advanced workflow designer and engine

  • Intuitive drag and drop workflow designer
  • Flexible automation engine
  • Support for multi-level decision making
  • Modelling for time constraints

Advanced Change Management

  • Calendar view of scheduled changes
  • Support for change conflict management and what-if analysis
  • Multi-level change approvals
  • Quick view of change types and change priorities

Support for ITIL v3

  • Full support for 12 ITIL v3 processes
  • Additional standard templates for fast implementation
  • Extended automation for faster decision making

Service Level Management (SLM)

  • Easy-to-understand views of SLA’s and related services
  • Key performance indicators and compliance trending
  • Proactive management of performance to hit key targets

Self Service

  • Easy access to services for users and customers
  • Flexible and scalable to meet changing business needs
  • Convenient integration with FrontRange voice applications

Powerful Indigenous VOIP Capability

  • IVR, ACD, Screen Pops, Skills based Routing
  • Voice Self Service
  • Completely Integrated

Service Catalog

  • Numerous out-of-the-box templates
  • Easy-to-use Graphical Workflow Engine
  • Powerful request management and fulfillment capabilities

Kevin J. Smith, VP Products with FrontRange Solutions, comments: “Our goal for the ITSM Enterprise release was to build on the strength of our collaboration with customers and partners over the past 7 years in successfully delivering our products to 16,000 IT organizations globally and to create a new release that would represent the market’s most flexible and powerful IT Service Management solution. We are confident this goal has been met and exceeded with this latest release of the ITSM product.” Smith added, “No other vendor in our market offers the combined value and capability represented by ITSM Enterprise. Together with our new Service Catalog solution and new announcements coming in the weeks ahead, FrontRange has taken a dramatic leap forward with the unique breadth and depth of our IT Service Management and IT Asset Management solutions.”

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