Hybrid IT Service Management Demonstration

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You may be trying to decide if it’s time for new IT Service Management solution and you, like many of your peers are faced with a number of challenges being placed on IT departments every day. As part of that decision making process, you’re also probably questioning what compromises you may need to make to overcome those challenges. Questioning whether it’s more important to focus on lowering costs OR try to improve service quality; or deciding on a point solution OR one that can grow with you down the road. And on top of that, you’re probably also thinking about whether to deploy your solution in the cloud OR on premise. Decisions…decisions…. But wouldn’t it be nice if you didn’t have to pick one OR the other?

Let’s take a look at how HEAT Hybrid IT Service Management solution delivers on the promise of a truly integrated service delivery life-cycle solution make a real impact to your business without having to make any compromises.

Watch the full webinar: https://www.brighttalk.com/webcast/8533/63641

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  • Questions:Can your service catalog integrate with other service desks solutions? Yes it can however in order to get richness, the out of the box workflows, we recommend bundling the application with either our HEAT ITSM Cloud or Premise solution.Would we need to replace our Avaya telephone system to use your voice solution?Still don’t understand the hybrid concept?Think of it this way way….our platform gives you the flexibility, as to when and how you can have the right ITSM solution that meets your business needs.Do you need a solution that can be delivered on premise or in the cloud, do you have spending drivers (capex v. opex affecting your decision, do you need an application that can scale with your business?All these questions and business drivers can be met with our Hybrid Service Management solution.
  • Hybrid IT Service Management Demonstration

    1. 1. Hybrid IT Service Management in Action“Why having one option is not an Option”Jim BlayneyDirector Product MarketingFreddy AcheampongSenior Sales Engineer
    2. 2. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 2CustomersHeadquartersCompanyProduct• Global leader in HEAT Hybrid IT Service Management (ITSM)solutions for enterprises of all sizes with 20+ years of experience• HEAT manages millions of service interactions a day for morethan 15,000 leading organizations around the world• Based in Silicon Valley, CA• Offices and partners in 45+ countries worldwide• Only ITSM provider that delivers Service Management softwarewith fully integrated Voice Automation and Client Managementcapabilities on-premise and in the cloudFrontRange At A Glance
    3. 3. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 3Barriers to SuccessLow level of integration between multiple ITSM solutionsKey Barriers• Disparate end user, servicemanagement, inventory, clientmanagement tool sets• Organizational silos• Lacking defined end-to-endprocesses / workflows• Technical challenges and cost ofintegration of many point solutions31%29%13%12%10%6%Multiple solutions in place andsome solutions/tools areintegratedMultiple solutions in place andnot integrated, tools andsolutions that do not work in…We have one tool/solution inplace for all ITAM and ITSMprocesses and tasksMultiple solutions in place buthighly integratedWe have no solutions in place tomanage IT assets or IT servicesDont know0% 5% 10% 15% 20% 25% 30% 35%Source: IDG Research Survey, September 2011
    4. 4. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 4HEAT Hybrid Platform
    5. 5. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 5Hybrid ITSM in ActionService Delivery• Self Service / Self Help• Request• Plan & Deploy• Monitor & Control• Task Management• Approval• Notify & CommunicateTechnology & Automation• Social Collaboration• Service Catalog• Client Management (Premise)• Service Management (Cloud)• Mobile• Email• Voice Automation
    6. 6. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 6DemoHybrid ITSM in Action
    7. 7. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 7Questions?
    8. 8. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 8Thank You!For more information visit us atwww.frontrange.com

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