HEAT Software and University of Oxford win IT Service and Support Award for ITSM implementation

HEAT Software and University of Oxford win IT Service and Support Award for ITSM implementation

April 14, 2016 — HEAT Software, a leading provider of Cloud Service Management and Unified Endpoint Management (UEM) software solutions today announced that it received top honours at the IT Service and Support Awards, held at the Hilton Metropole on 12th April 2016, alongside our customer, the University of Oxford. Facing stiff competition from Topdesk, HP and Hornbill in the final four, HEAT and Oxford came out on top in the Best Implementation of an ITSM Solution category, in recognition of its service desk consolidation project.

The IT Service and Support Awards are an annual event hosted by the Service Desk Institute (SDI), designed to celebrate and showcase outstanding service desk teams, individuals and projects. Winners are chosen by an expert panel of judges, including SDI Industry Analyst, Ollie O’Donoghue, who explains why HEAT and Oxford were chosen as winners. “HEAT stood out to us in particular due to both the complexity and the scale of the implementation project with The University of Oxford. Despite these challenges, HEAT painted a picture of an exemplary partnership which delivered tangible results and quality feedback from their client. Winning this award is a notable achievement, especially given the extraordinary quality of all of the submissions this year.”

Consisting of 350 central IT staff, 300 distributed IT staff, 38 self-governing colleges, 100+ departments and 30,000 end users, the University of Oxford has a large, federated IT support function and end user base. As such, it represents a significant challenge in terms of IT operations, with the service desk playing a crucial role. Prior to working with HEAT, Oxford had three independent IT teams, each with its own service desk. With multiple systems to manage, the University found it increasingly difficult to provide IT based services and metrics and faced a pressing need to consolidate.

Through HEAT Software, the University now has a flexible cloud solution and single point of contact for IT support, having consolidated these central IT groups. The HEAT solution also provides reliable self-service functions and an easily maintained online portal for its student community – all vital considerations for Oxford during the vendor selection process.

“The HEAT implementation at The University of Oxford has laid the foundation for future new developments which are already transforming service delivery across the University,” said Ian Teasdale, Service Desk Manager IT Services University of Oxford. “The SDI award will raise the profile of IT Services across the University and we hope to inspire other organisations to get started on addressing their own consolidation challenges.”

“We are delighted to win the SDI award, which recognises the solid partnership foundation that we have built with the University of Oxford IT Services,” said Steve Gardner, VP Professional Services HEAT Software. “This was a large and complex project and its success is testament to the expertise and dedication of the people involved on both sides. The award is recognition for the University and we are thrilled to share their success with the ITSM community.”

For more information about HEAT Software, please follow us at @HEAT_Software and visit us at: www.heatsoftware.com.

HEAT is a registered trademark of HEAT Software or its affiliates in other countries. All other brand and product names are trademarks or registered trademarks of their respective holders.


About HEAT Software

HEAT Software is a leading provider of Cloud Service Management and Unified Endpoint Management software solutions for organisations of all sizes. With its suite of applications, HEAT Software 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 thousands of leading organisations across IT, HR, Facilities, Finance, Customer Service and other enterprise functions. Its customers deliver world-­‐class service while maximising operational efficiencies with reduced cost and complexity.