Take more control over IT service management
A new ITSM help desk solution can fundamentally streamline IT, but it won’t do much good with a change management strategy that leaves it underutilized. Building on HEAT Help Desk, HEAT Service Desk adds Change Management and Configuration Management to handle IT changes quickly and efficiently to ensure high levels of service availability and quality for your IT service desk.
The workflow engine helps organizations manage business processes with an intuitive, drag-and-drop workflow designer
Wait times, transfer rates and abandoned calls are dramatically reduced by automating phone interactions.
Automate incident processes to quickly resolve IT issues and restore service operations
Store & share group knowledge and information for both the service desk and customers
Enable service owners and business managers to adapt, design and take control of their own workflows and processes
Allow both internal and external customers to submit and track requests and get services anytime, anywhere
Provide visibility and access to all services (IT and non-IT) offerings for the enterprise
Dashboards & Reporting
Monitor service delivery, quality and commitments in real-time with role-based dashboards
Define, identify and report on configuration items and their relationships across the IT landscape
Automated asset discovery and inventory management solution to build a comprehensive view of IT environments
Software License Management
Centrally administer software licenses to recognize and prevent over-licensing and under-licensing
Enable authorized IT staff to access and control all systems on the network to identify and correct problems remotely
Review event histories to decide when to replace hardware, install new devices or redesign services
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We also expect Change Management to provide a significant improvement as we lack an integrated solution that requires duplication.Learn More
We can identify which services have the largest amount of incidents so we can follow through with change management processes.
We’ll be automating requests even more and reporting more extensively so that we have a better overview of the proposed and actual performance (KPIs).