Queensland University of Technology Transforms its Service Desk with HEAT Service Management

HEAT Software Supports 47,000 Students Across Three Campuses at Top-Ranked Research University in Australia

Milpitas, Calif.- April 2, 2015HEAT Software, the leading provider of Hybrid Service Management and Unified Endpoint Management software company, today announced that Queensland University of Technology has chosen HEAT Service Management as their IT platform, after evaluating the industry’s top three ITSM solutions. With HEAT’s modern approach to service management, QUT is now blending best practices with configurable tools to manage infrastructure, control costs, and improve service quality.

HEAT Software’s ITSM has been an integral part of QUT’s technology support areas for years. As part of its due diligence in researching an updated solution, QUT’s team investigated the three leading service management providers to ensure the university would have access to the best available technology. “During the demo of HEAT, we were amazed at the features and functionality available,” says Mark McCormack, manager for Technology Support at QUT. “We wanted to go with what we knew from FrontRange and our systems integrator, Fusion5. As a result, our decision has really paid off.”

“We were thrilled to be the technology expert for QUT as they upgraded their HEAT solution,” said Mario Koukides, Director SMS Solutions at Fusion5. “QUT relied on Fusion5 throughout the upgrade which allowed QUT to not have to tie up their resources with the behind-the-scene integrations enabling them to continue to deliver superior business performance without any downtime. We continue to work closely with their team as new services and modules are added.”

With HEAT, customers can choose from cloud and on-premise deployment models as well as a hybrid option that leverages both. QUT is currently deploying HEAT on-premise. “We wanted to go on-premise so we could have maximum control, but we are open to evaluating a cloud implementation and see if it suits us in the future,” says McCormack.

HEAT Service Management, which has been fully operational at QUT for nearly a year, supports over 500 users who access the platform for incident, request, service catalog, change management, configuration, and survey requests.

QUT is also voice-enabling its service desk with HEAT Voice so that users can automatically log and close incidents using voice prompts and integrated workflow. These outbound and inbound automations reduce call volume, contain cost, and drive higher levels of customer satisfaction.

“One of the most gratifying aspects of winning QUT’s business is that they performed a thorough due diligence of competing service management platforms during their upgrade period one year ago,” said Roberto Casetta, senior vice president & general manager of EMEA and APAC at HEAT Software. “As the incumbent solution, we needed to demonstrate significant functional superiority over leading competitors. HEAT Service Management passed this test and now positions QUT to take advantage of an on premise, cloud and/or hybrid offering in the future.”

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About Queensland University of Technology

QUT is a leading Australian university with a global outlook. With more than 47,000 students, QUT is ranked by Times Higher Education as one of Australia’s top universities under 50 years old and is the nation’s fastest growing research university. QUT’s courses are in high demand, and our graduates include seven Rhodes Scholars, four of these in the past five years. Based in Brisbane, QUT has three campuses: at Gardens Point and Kelvin Grove in the inner city, and at Caboolture north of the city. Staff and students work and study in technology-rich, world-class precincts. The Science and Engineering Centre at Gardens Point is home to The Cube, one of the world’s largest digital interactive learning and display spaces, and headquarters of the Institute for Future Environments.

QUT is a member of the Australian Technology Network (ATN) of universities.

About HEAT Software

HEAT Softwareis a leading provider of Hybrid Service Management and Unified Endpoint Management software solutions for organizations 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 organizations across IT, HR, Facilities, Finance, Customer Service and other enterprise functions. Its customers deliver world-class servicewhile maximizing operational efficiencies with reduced cost and complexity. HEAT Software is headquartered in Milpitas, Calif. For more information, visit www.HEATSoftware.com.

About Fusion5

Fusion5 is a business applications company delivering solutions across key functional areas of an organization including: Enterprise Resource Management, Customer Relationship Management, Customer Experience, HR / Payroll and Service Management. We sell, implement and support leading solutions that bring recognizable benefits to our customers.

We are experts in: developing solutions, application configuration, business process improvements and best practice consulting. We have helped over 500 public and private organizations throughout Australia and New Zealand.

Formed in 2002, our team of over 220 people provide localized services from eight cities throughout Australia and New Zealand.

Our success is widely recognized; we are the top 4 JDE reseller globally and a 5 star NetSuite partner. In 2014 Fusion5 was awarded Oracle Cloud Partner of the Year Asia Pac.