Milpitas, Calif. | June 18, 2014 — FrontRange, the Hybrid IT software company, today announced that the Houston Astros have selected HEAT Service Management as its service desk platform. FrontRange HEAT Service Management provides the Houston Astros with a highly flexible solution, built on IT best practices, that serves as a centralized service management platform across their organization, including Minute Maid Park.“Prior to implementing HEAT Service Management, we had no help desk, no follow up or tracking functionality, and limited reporting capabilities,” said Ray Ebert, senior director of information technology of the Houston Astros. “In seeking a service desk solution, HEAT quickly rose to the top on the basis of functionality, solid industry reputation and peer evaluations from others in the MLB who had migrated to HEAT.
FrontRange HEAT Service Management Provides the Houston Astros with a Solution that Serves as a Centralized Service Management Platform Across Their Organization
The HEAT Service Management solution offers direct alignment with ITIL, impressive reporting features and extensibility to departments beyond IT.”With the implementation of HEAT Service Management, the Astros are able to consolidate service calls across the entire company. In addition to the IT department, engineering, human resources and finance are also leveraging HEAT for service desk support as well as event management in their sponsorship suites. Moreover, the introduction of incident management capabilities has allowed the organization to better manage the myriad of situations that may arise at an MLB ballpark.“During games, any number of unexpected situations including spills, fan altercations, escalator breaks, and other unforeseen complications may occur,” said Ebert. “Game days now run much smoother from a service desk perspective as HEAT’s simple, streamlined interface allows us to quickly record any incidents that may arise.”
“The Astros’ selection of HEAT Service Management represents a significant customer win,” said John Callahan, VP of North America Sales at FrontRange. “With tens of thousands of fans counting on them every game day, the Astros franchise requires a proven and robust service management solution that provides simple and efficient support for its IT needs. We are thrilled to be the platform of choice for all of their service management requirements.”As the industry’s only hybrid service management platform that supports cloud, on-premise and/or a combination of the two deployment options with a common framework, FrontRange’s HEAT Service Management solution integrates IT best practices with voice and workflow automation. This enables service desks in organizations, like the Houston Astros, to easily request a service or change, plan for appropriate remediation measures and automatically approve and authorize requests.
FrontRange is a leading provider of Hybrid IT software solutions for organizations of all sizes. With our suite of HEAT applications, FrontRange is the only company in the world that provides, from a single platform, Service Management and Client Management software on-premise and in the cloud. HEAT manages millions of service interactions and millions of devices every day for more than 15,000 leading organizations around the world. 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 www.frontrange.com.
About The Houston Astros
The Astros have been Houston’s hometown baseball team since 1962, when the Colt .45s first took the field in Colt Stadium. Three years later, the team became the Houston Astros, and now, in 2014, are currently in their 53rd season in Major League Baseball. In 2013, the Astros moved to the American League West Division, becoming the first franchise to move from the National League to the American League. For 81 games a year, the Astros can be found on their home field at Minute Maid Park, where families and friends come together to enjoy America’s favorite pastime in one of baseball’s most comfortable and fan-friendly stadiums. The Astros take pride in their local community and strive to make Houston a better place by supporting youth baseball and softball programs, our nation’s military and raising awareness for medical research and disease prevention. For more information on the Astros, please visit www.astros.com.
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