IT Service Management – ITSM

Optimize IT Service Delivery

Managing IT services has rarely been as challenging as it is today. Service and support staff face continuously escalating demands and complexity, which increase costs, drag down productivity, and hamper the effectiveness of the IT department in supporting business goals. The solution is to tame the complexity by adopting a standards-based strategy that automates, simplifies, and evolves IT service management.


  • Providing better service at reduced cost
  • Integrating Service Desk and Operations
  • Improving incident and problem management
  • Providing proactive change management
  • Empowering users with self-service
  • Mobile service management


The goal of IT Service Management is to be the central point of contact between users, customers and the IT organization. Heat IT Service Management is a robust, highly flexible IT Service Management (ITSM) application, built on IT best practices that helps customers meet the dynamic needs of a growing business and achieve the highest level of service quality, delivery, and performance. It is designed to improve service levels and productivity and align IT to the delivery of business value. Whether you are looking for a basic Help Desk solution or need to perform more advanced Service Management processes, whether you support internal or external customers or both, Heat Service Management can easily scale and adapt to meet your specific business needs.

With Heat IT Service Management solutions you can easily request a service or change, plan for appropriate remediation measures, automatically approve and authorize the request, implement the change to your users, audit the successful completion and service level agreements associated with the change, and control your services portfolio on an ongoing basis to ensure enhanced service quality and customer satisfaction.
Graphic: HEAT IT Service Management

Key Capabilities

Heat Help Desk

Heat Help Desk provides an easy to use ticketing system for dealing with inbound ticket requests from any channel—email, web, social, phone, or chat. It also offers case management, self-service options, knowledge management combined with workflow and automation capabilities to boost improve employee productivity and service levels.

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Heat Service Desk

Looking for something more sophisticated than just help desk? Heat Service Desk adds change management and configuration management to support the next level of ITIL maturity.

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Heat Service Management

Heat Service Management is the ultimate in ITIL Service Management. If you are ready to step up to running your IT organization as a service, Heat Service Management will support you with the tools to make this a reality. Heat Service Management adds Release Management, Service Level Management, Event Management, and Availability Management.

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PinkVERIFY ITIL Certification

Supporting the ITSM best practices framework, HEAT IT Service Management has received PinkVERIFY certification from Pink Elephant for the following 13 IT Infrastructure Library (ITIL) processes:

  • Incident Management (IM)
  • Problem Management (PM)
  • Change Management (CHG)
  • Request Fulfillment (RF)
  • Release and Deployment Management (REL)
  • Service Asset and Configuration Management (SACM)
  • Service Level Management (SLM)
  • Service Catalog Management (SCM)
  • Service Portfolio Management (SPM)
  • Knowledge Management (KM)
  • Availability Management (AVM)
  • Event Management (EV)
  • Financial Management (FM)