Organisations benefit from out-of-the-box advanced service management functionality
FrontRange Solutions, the developer of help desk and service management software for mid-sized and distributed enterprises today announced that its HEAT version 9.0 help desk solution has achieved PinkVERIFY status and is now compatible with Information Technology Infrastructure Library (ITIL®) V3 through Pink Elephant’s software certification program.
As a result of the verification process, HEAT has been certified as compatible eight of the 14 processes outlined in ITIL V3, including Incident, Problem, Knowledge, Change, Service Asset & Configuration, Request Fulfillment, Event and Service Level Management*.
Paul Bornhűtter, general product manager for Africa at FrontRange Solutions commented: “HEAT offers the most comprehensive set of ITIL-compatible modules at this price point. By combining the HEAT Service & Support, HEAT Self Service, and HEAT Plus Knowledge modules, organizations can quickly and cost-effectively implement a service desk function that will deliver benefit across all business operations.”
Troy DuMoulin, AVP of Product Strategy for Pink Elephant, acknowledges the status of HEAT: “PinkVERIFY was created to help the IT community find software tools that are compatible within an ITIL environment. We put HEAT through a rigorous assessment process to ensure its compatibility. Congratulations to FrontRange for achieving this important status.”
ITIL is the de facto set of best practices for IT Service Management (ITSM). ITIL V3, the latest version launched in June 2007, is a ready-made framework that allows companies to standardise and simplify IT and related services across their organisation – helping to reduce cost and improve customer service.
Bornhűtter concluded: “We are proud that HEAT has been recognised by Pink Elephant as delivering excellent out-of-the-box functionality, combined with the ability to customise the service desk function to exactly match each organisation’s unique requirements.”