FrontRange HEAT Cloud 2012.3 ITSM platform

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The FrontRange HEAT Cloud 2012.3 ITSM platform is designed to support critical workflow-based service management tasks that range from service desk operations to more complex and configurable service management operations.

The platform introduces a process known as social service management.  By bringing social collaboration concepts together with service management best practices, the process improves communications between service desks, team members and customers.

Through the use of real-time feeds and activity streams containing important updates, service desks analysts and customers are notified in real time about key issues and updates to help improve service desk efficiency and improve customer satisfaction.

The Social Board feature provides a central location for agents or customers to post, receive and comment on messages. A self-service portal gives users up-to-date information, helping them to solve their own issues, reduce the volume of service tickets, and reduce email and phone traffic for the service desk.

The platform includes a centralised location for previously submitted posts and messages containing useful knowledge. Service agents can create new incident reports based on social feeds directly from the social board.

Image credit ©iStockphoto.com/George Doyle