Regional Community College Deploys Industry’s Most Advanced Service Management Solution in the Cloud to Optimize Campus-wide Operations
Regional Community College Deploys Industry’s Most Advanced Service Management Solution in the Cloud to Optimize Campus-wide OperationsMilpitas, Calif. | March 12, 2014 — FrontRange, the Hybrid IT software company, today announced its HEAT Cloud Service Management solution has been selected by Sinclair Community College to replace BMC’s Service Desk Express application. FrontRange HEAT Service Management in the cloud provides Sinclair Community College with a hosted, easy-to-use application that serves as a consolidated and centralized service management platform campus-wide. Sinclair Community College’s decision to replace its legacy service management system has been driven by the institution’s rapid growth that requires modern workflow processes to deliver more efficient technical support to its staff and student body.
Facing a costly “rip-and-replace” option to upgrade its aging on-premise BMC service management system, Sinclair opted to evaluate other solutions, preferably those hosted in the cloud for easy manageability. Following thorough due diligence of FrontRange’s HEAT Hybrid Platform, Sinclair Community College was ultimately influenced by the system’s flexibility to support a potential migration back to an on-premise solution and end-to-end service management functionality that integrates directly with HEAT Voice.“Prior to adopting the HEAT Hybrid Platform, we had to piece together custom workarounds to get our previous service management tool to support our workflow processes,” said Jeanna Reedy, Manager of User Support at Sinclair Community College. “In addition, the previous system lacked key functionality for our operations.
Now, with HEAT Service Management deployed in the cloud, we can focus on optimizing our service management processes without worrying how we are going to make it work within the system. Because HEAT supports end-to-end service management functionality out-of-the-box, we can quickly outline workflows and setup processes thanks to templates embedded within HEAT. It’s something we never had before. Now we can perform end-to-end service management within a single, fully integrated and highly centralized system.”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 solution integrates IT best practices with voice and workflow automation.
This enables service desks in organizations like Sinclair Community College to easily request a service or change, plan for appropriate remediation measures and automatically approve and authorize requests. In addition, HEAT is designed to automatically deploy change requests for users, monitor the successful completion, compliance and service level agreements associated with the change and control an organization’s service portfolio to ensure enhanced service quality and customer satisfaction.“Sinclair Community College’s selection of FrontRange represents yet another significant customer win,” said Kevin J Smith, VP & GM of the Cloud Business Unit with FrontRange.
“As a rapidly growing organization, Sinclair recognizes the importance of integrating change and knowledge management from a single system – not only from an efficiency perspective but from a superior user and service desk experience as well. One of Sinclair’s key objectives is to create a self-service environment for its administration, faculty and students. And thanks to HEAT’s comprehensive template-driven approach, they are already on their way to achieving this goal. Equally important is the HEAT Hybrid IT strategy that enables them to deploy cloud and/or on-premise implementations of HEAT which relieves Sinclair Community College from being locked into an ‘either/or’ proposition.”
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.
About Sinclair Community College
Sinclair is recognized as a local and national leader in delivering high-quality and affordable higher education. One of the oldest and best known community colleges in the nation, Sinclair was founded in 1887 to train workers in the technical requirements of the Industrial Age and continues to educate Dayton citizens and the surrounding region for the advanced skills needed in today’s high-tech economy. Sinclair currently offers over 170 accredited degree and certificate programs on five campuses. Students are learning skills in fields such as bioscience, information technology, unmanned aerial systems and advanced manufacturing. Sinclair is a board member of the prestigious League for Innovation in the Community College and is leading Ohio and the nation in developing new models for learning and ensuring student success with the assistance of generous grants from the Bill & Melinda Gates Foundation, the U.S. Department of Labor and the U.S. Department of Education.
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