Sedgman, an Australian engineering firm in the mining industry, has long been subject to the cyclical nature of commodity prices. The industry has been in a downturn recently, causing Sedgman to reassess spending in every department—including IT.
Sedgman found that its ServiceNow IT management platform was providing more functionality than the company could use at a price it could no longer afford. IT manager Andrew Reid turned to FrontRange HEAT, the most affordable, flexible, advanced, and complete solution available. The results were immediate.
“We were already paying less money for the HEAT Service Management platform on the very first day,” said Reid. “The move to the HEAT platform paid for itself within the first year.”
Reid soon found that by replacing antiquated paper processes with easy-to-use forms in FrontRange HEAT, the business was able to save huge amounts of time. “On average, a typical service request in HEAT takes no more than two or three minutes, which is a time savings of about 80 percent from a paper-based service request,” said Reid.
FrontRange HEAT is also empowering Sedgman employees with more services while easing the burden on IT. With HEAT Self-Service and Service Catalog, employees now have Web-based access and control over IT and business services, so they can easily submit new service requests, report service incidents, track progress, and even find information on their own that would normally require a call to the service desk. And they can do it in the way they prefer, whether using the self-service portal, the phone, or email.