Post-Secondary Institution Consolidates Service Desk Functions with HEAT Solution
Post-Secondary Institution Consolidates Service Desk Functions with HEAT SolutionMilpitas, Calif. | August 12, 2014 — FrontRange, the Hybrid IT software company, today announced the successful use of its HEAT Service Management solution by SAIT Polytechnic, a post-secondary institution with over 2,200 faculty and staff and 75,000 students. Based in Alberta, Canada, SAIT had been using separate help desk applications to support its academic and administration departments but found that attempts to collaborate on common technical support issues became too difficult to manage. As a result, the school has turned to FrontRange and its HEAT Service Management solution to consolidate and automate its student and staff support across different teams and service desks.“HEAT is now the support system used throughout the organization,” said Scott Taylor, Manager of Technical Services at SAIT Polytechnic. “It gives us the holistic view of support that we need for our clients, the students, staff and visitors to SAIT.”
By transitioning to FrontRange, all of the service desks at the college have access to HEAT. Now, instead of entering service requests in multiple systems, everything is channeled directly through HEAT, which significantly improves tracking. Users access the system through easy-to-use browser-based web forms to manage their tickets.Since upgrading to HEAT, SAIT has been able to support twice as many service request tickets. The IS support team expects to easily handle over 4,000 tickets during the fall, winter and spring quarters. The upgrade also introduced process efficiency improvements. The school’s Microsoft® Active Directory is fully integrated with HEAT which allows updates and changes to customer information to follow the existing business-rule system.“We were manually importing customer and asset data,” said Taylor. “It would take weeks to add new students, and it was done on a nightly basis.
HEAT makes that process much more automated and streamlined.”“SAIT’s successful use of FrontRange’s HEAT Service Management demonstrates the advantages of consolidating critical IT service management functions on a single solution that can be easily extended across the enterprise,” said Steve Lindeman, chief customer officer (CCO) at FrontRange. In an effort to better improve service desk efficiency and reduce service desk workloads, SAIT is also using HEAT’s Self-Service module to help streamline workflow processes. SAIT called in FrontRange’s Professional Services group who implemented the new version and introduced best practice process improvements.
“We gave FrontRange very short notice to come onsite and they pulled it off effortlessly,” adds Taylor.Looking ahead, SAIT plans to increase its service desk automation and improve its workflow processes by leveraging the openness and flexibility of HEAT. “FrontRange HEAT allows us to continually improve our service desk environment,” says Taylor. “If another group has developed an enhancement, we can take their configurations and implement it ourselves. With HEAT’s intuitive configuration tools, we don’t need programmers to modify the system. HEAT allows us to adapt our support requirements to our unique business needs.”Read the entire SAIT case study.
About SAIT Polytechnic
SAIT Polytechnic is one of Canada’s most exciting destinations for post-secondary education, offering more than 100 career programs and over 1,000 part-time courses (including online and distance) that position people for success in technology, trades and business. A leader in innovation, SAIT also collaborates with industry on applied research and delivers corporate training worldwide. SAIT has been recognized as being one of Alberta’s Top Employers, the Top Research College in Canada and the Best Alberta Workplace for Training and Development.
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 http://www.frontrange.com.