Incident Tracking and Resolution

FrontRange ITSM Incident Management is the foundation of the FrontRange ITSM solution family, providing your organization the core functionality of efficiently identifying, responding to, and tracking events needing resolution. Your organization can use Incident Management on its own or integrated with other FrontRange modules and third-party applications.

The Incident Management foundation gives your organization cost-effective, automated processes to restore normal service operations as quickly as possible and minimize adverse impact on business operations. With FrontRange ITSM Incident Management you can speed response times and elevate service levels, while lowering costs.

The Incident Management functionality includes:

• Best-practices incident categorization
• Assignment management
• Automation of work flow
• Real-time dashboard reports

The Incident Management foundation provides your administrators an intuitive interface and intelligent feature set, and reliability, for headache-free maintenance and administration. Intuitive administration reduces management overhead. You can focus on your customers, instead of incident management and system maintenance.

Problem Management

Beyond response to individual incidents, the FrontRange ITSM Problem Management module allows you to efficiently identify and address the problems that underlie the incidents. The Problem Management module gives you tools to initiate actions to correct or minimize adverse impact from the problem and to address the root cause. You can pinpoint a problem's source, allowing your service desk to correct issues quickly.

Problem Management gives you a "big picture" view that helps your organization develop responses for specific problems. You can easily relate problems to particular incidents and changes. The system promotes visibility of current status with real-time dashboards, an "at-a-glance" problem board, and technician status alerts.

Problem Management aligns with ITIL best practices, supporting and helping you implement your business strategy. The Problem Management module also supports your regulatory compliance efforts.

Your organization can deploy Problem Management on its own or expand its power by easily integrating it with any other FrontRange modules or third-party applications.

FrontRange HEAT Users: Extend the value of HEAT-Build out your service desk while increasing technicians' productivity and improving customer support. HEAT customers wanting to integrate ITIL best practices into their processes can easily add Problem Management to do so.

Change Management

The FrontRange ITSM Change Management module enables you to manage, track, and optimize changes, ensuring that your business goals and IT services are in constant alignment. Deployment of FrontRange ITSM Change Management will manage change efficiently and optimize the benefits of change.

Change Management ensures that standardized methods and procedures are used to efficiently and promptly handle all changes, streamlining workflow and increasing productivity. This approach minimizes the impact of change-related incidents on your IT services, and on your business. Change management not only improves your day-to-day operations but also increases the agility of your business strategically.

Change management allows your organization to implement changes successfully that would otherwise have been beyond your organization's capacity or would not have made it to implementation due to implementation costs reducing projected ROI.

Change Management aligns with ITIL best practices, supporting and helping you implement your business strategy. The Change Management module also supports your regulatory compliance efforts.

Your organization can expand the power of FrontRange ITSM Change Management by easily integrating it with any other FrontRange modules or third-party applications.

FrontRange HEAT Users: Change Management can extend the value of HEAT by integrating ITIL best practices into your processes and extending the capabilities of your service desk.

Release Management

The FrontRange ITSM Release Management module enables your organization to plan, deploy, and manage releases to system users with precision and confidence. Release Management addresses the entire release cycle, increasing rollout visibility and quality. You can design and implement efficient procedures and customized workflows to distribute and implement changes to the system, and effectively communicate and manage customer expectations during release planning and rollout.

Release Management aligns with ITIL best practices, supporting implementation of your business strategy. The Release Management module also supports your internal IT controls and regulatory compliance efforts.

Your organization can expand the power of FrontRange ITSM Release Management by easily integrating it with any other FrontRange modules or third-party applications.

FrontRange HEAT Users: Change Management can extend the value of HEAT by integrating ITIL best practices into your processes and extending the capabilities of your service desk.

Service Level Management

The FrontRange ITSM Service Level Management module enables you to manage service agreements throughout their lifecycle of agreement initiation, monitoring, taking action should service fall short of compliance, and reporting on performance. You can define and manage service catalogs, service level agreements, operational level agreements, and underlying contracts.

Service responsibility alerts can be set as precisely as the single individual level. The industry-unique auto-escalation and remediation process leverages support staff and reduces costs. Real-time monitoring and auto-escalation cost-effectively avoid noncompliance situations and speed resolution. Service Level Management also improves customer service satisfaction as you more accurately define your service level agreements and create realistic customer expectations.

Part of FrontRange ITSM's Next Generation of service technology, Service Level Management's automated processes and real-time visibility into your service delivery enable you to continuously refine your service delivery and agreements, transforming your organization from reactive to proactive SLA management.

Service Level Management aligns with ITIL best practices, supporting and helping you implement your business strategy. The Service Level Management module also supports your regulatory compliance efforts.

Your organization can expand the power of FrontRange ITSM Service Level Management by easily integrating it with any other FrontRange modules or third-party applications.

FrontRange HEAT Users: Change Management can extend the value of HEAT by integrating ITIL best practices into your processes and extending the capabilities of your service desk.

Configuration Management

The FrontRange ITSM Configuration Management module enables enterprise-class management of the configuration items (CIs) within your IT system. You have the ability to define, accurately identify, and report CIs. Automated approval and assignment processes create efficiencies and cost savings. You can monitor CI status in real-time, including the status of change incidents, requests for change, and verification of CI completeness and correctness. The module employs a configuration management database (CMDB) that provides a single repository for all CIs.

The Configuration Management module allows you to employ best practices using dynamic object models to easily relate assets to owners and view their relationships. Part of FrontRange ITSM's next generation of service technology, you have full visibility of real-time asset status, including relationships to incidents, problems, and changes, transforming your organization from reactive to proactive.

Configuration Management aligns with ITIL best practices, supporting and helping you implement your business strategy. The Configuration Management module also supports your regulatory compliance efforts.

Your organization can expand the power of FrontRange ITSM Configuration Management by easily integrating it with any other FrontRange modules or third-party applications.

FrontRange HEAT Users: Change Management can extend the value of HEAT by integrating ITIL best practices into your processes and extending the capabilities of your service desk.

Availability Management

The FrontRange ITSM Availability Management module allows you to measure the availability of a component or service to perform its specific function over time. Monitor availability via real-time dashboards and availability reports. Incident reports provide mean time between failure (MTBF) and mean time to repair (MTTR). Failure assessment capabilities allow you to see the risk a specific, single point of failure presents. The module enables your organization to proactively reduce down time and CI unavailability, and simply to know what issues exist in this previously hard-to-identify and quantify area.

As part on FrontRange ITSM's next generation of service technology, the Availability Management module can be tightly integrated with Service Level Management to provide a holistic view of the relationship between SLAs and availability, valuable information for developing your organization's IT resource allocation, comparing and evaluating SLAs, and strategic planning.

Availability Management aligns with ITIL best practices, supporting and helping you implement your business strategy. The Availability Management module also supports your regulatory compliance efforts.

Your organization can expand the power of FrontRange ITSM Availability Management by easily integrating it with any other FrontRange modules or third-party applications.

FrontRange HEAT Users: Change Management can extend the value of HEAT by integrating ITIL best practices into your processes and extending the capabilities of your service desk.

Knowledge Management

The FrontRange ITSM Knowledge Management module is a tool for building your organization's knowledge repositories, directed externally or internally, and creating access for the knowledge consumers to easily find the information that will be valuable to them.

Knowledge Management also provides a business management system that allows your knowledge workers to continuously refine articles and solutions to ensure accurate, up-to-date information. Using a self service model, any set of users or customers that you define can use the Knowledge Management tool to search your knowledge repository to find the answer to their question.

Tight integration with Incident Management, Change Management, Problem Management and Voice Enablement and other FrontRange ITSM modules creates a powerful service tool to elevate service levels and customer satisfaction.

Self Service

The FrontRange ITSM Self Service module provides a powerful locally based or Web-based self-service tool. You can add ITSM Voice enablement for phone-based self service as well. Customers can address a large range of issues 24/7, such as submitting and tracking their requests themselves.

Benefits

• Increase service level, while lowering costs
• Extend hours service is available
• Increase customer satisfaction
• Lower incoming call volumes
• Reduce per-incident costs
• Free service desk staff to focus on resolution

Features

• Web access-Enable customers to log from any Web browser, lowering your costs per transaction
• Simple, intuitive user interface-Self Service's friendly, easy-to-use interface encourages customer use
• Flexible deployment-Deploy with full functionality locally or as a Web solution
• Valuable integration capabilities-Integrate Self Service with Change Management to ensure that IT issues that affect overall infrastructure are logged in Change Management, allowing you to monitor approval status