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HEAT® Service & Support

HEAT®sos - HEAT® Service Optimization Solutions™

The HEAT®sos software system is designed to manage the four key areas of service and support management:

  • Problem Management
  • Information Management
  • Resource Management
  • Service Management

For more than 10 years, HEAT has been the worldwide standard for service and support software. Customers and analysts alike agree that HEAT® is the most comprehensive suite of help desk software available on the market today. In fact, HEAT® has received the Users Choice Award for the third consecutive year. Best of all, HEAT® 8.0 is easy-to-use, highly customizable and affordable!

HEATsos™ is a powerful line of software designed to help you take control of all your service and support issues, and is made up of three primary components:

HEATsos™ Problem Management

Studies show that 80% of the time required to solve a typical support call is taken up by steps other than the actual resolution of the issue - steps like logging & closing calls, documentation and analysis. The components of the HEATsos™ system work together to reduce the time needed for these "non-resolution" steps and make your help desk more efficient. The HEATsos™ solution includes HEAT 8.0, iHEAT, HEAT Self Service, HEAT Asset Tracker and Heat Plus Knowledge.

HEATsos™ Information Management

HEATsos™ software provides the ability to capture information and make it available to the proper staff members when they need it. The HEAT Manager's Console™ provides a graphical representation of call status and technician performance. iHEAT provides mobile technicians and analysts the ability to access information from any web-enabled location, and HEAT® Self Service enables customers log and check the status of calls and research solutions without creating additional calls to the help desk.

HEATsos™ Resource Management

The HEAT® Asset Tracker enables automatic scanning to capture asset configuration information, reducing Q&A time. This instant information gathering also helps to track assets from installation through configuration changes to eventual retirement. In addition to tracking hardware configurations, HEAT® Asset Tracker can help manage software licenses, warranties and maintenance contracts.

HEATsos™ Service Management

HEATsos™ automates many service functions via HEAT Asset Tracker and the HEAT® Plus Knowledge knowledgebase. This provides your technicians with more time to provide the kind of rapid response, detailed customer service required in today's business environment.

 

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