“As IT infrastructures grow more complex, ITSM software and service providers are being tasked with delivering the full spectrum of service management best practices,” said Dennis Callaghan senior analyst with 451 Research. “These best practices cover everything from service and change requests to service map and risk analysis planning, coordinated approval processes, intelligent change management, verification auditing, and KPI reporting. ITSM vendors are going to be evaluated, to a large degree, on their ability to deliver simplified workflow automation that ties these IT processes together.”
HEAT Service Management 7.2 includes an improved Service Catalogue that further extends customer’s ability to personalise the look and feel of the service catalogue interface to better adhere to their corporate standard. The Service Catalogue platform has also been enhanced to allow for selection of multiple items within a single request. This key enhancement now extends the current integration between HEAT Client Management and Service Management.
Customers now have the ability to select multiple software titles from within a single request, allowing for more efficient software installation process, saving customers time and money.
Usability enhancements have also been made in the area of the Workflow Editor Interface and Automation Platform providing a for a more efficient workflow creation and definition process.
These enhancements extend the scope and power of HEAT Service Management, providing customers with greater flexibility, productivity and efficiency when it comes to managing service delivery lifecycle processes.
“HEAT Service Management allows you to take control of your IT infrastructure with end-to-end incident to problem to change to release configuration management workflows and best practice templates, so you can monitor and manage your assets from a single location,” said Udo Waibel, CTO at FrontRange. “With HEAT Service Management 7.2, FrontRange’s customers maximise operational efficiencies, reduce IT costs, and improve service quality and compliance.”
