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HEAT®

Support and Service Award-Winning IT Service Management

Built on more than 15 years of service management experience, award-winning HEAT® integrates core service and support components into one complete solution to reduce costs and increase operational efficiency.

HEAT®, and its modules listed below, offers a powerful and flexible solution, with one of the industry's lowest total costs of ownership. Now you can also expand the power of HEAT® with a series of easily integrated IT Service Management modules based on ITIL and IT best practices.

Incident Management: Powerful Incident Tracking and Resolution

Problem Management: Identify Problem Sources and Resolutions

Change Management: Minimize the Impact of Change

Release Management: Smoother, Less Costly Releases

Service Level Management: Meet Service Expectations, More Accurately

Configuration Management: Enterprise Class Configuration Management

Availability Management: Measure and Improve Service Availability

Self Service: Quickly Reduce Call Volumes

Incident Management: Powerful Incident Tracking and Resolution

Resolve customer issues more effectively, while lowering service desk costs with this leading-edge service management platform. The foundation of the IT Service Management solution family, Incident Management offers automated processes and reporting to accelerate response times and improve service levels.

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Problem Management: Identify Problem Sources and Resolutions

Minimize the negative impact of problems within your IT infrastructure. Problem Management helps you pinpoint the source of incidents, allowing your service desk to correct issues quickly.

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Change Management: Minimize the Impact of Change

Gain control of your changing IT demands. Change Management enables you to minimize the impact of change by managing, tracking and optimizing changes, and ensuring that your business goals and IT services are in constant alignment.

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Release Management: Smoother, Less Costly Releases

Plan, deploy and manage releases with precision and confidence. Release Management helps you manage the entire release cycle, reducing implementation time and costs and increasing rollout visibility and quality.

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Service Level Management: Meet Service Expectations, More Accurately

Improve customer satisfaction by more accurately defining your service level agreements. With automated processes and real-time visibility into your service delivery, Service Level Management enables you to continuously refine your service delivery and agreements.

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Configuration Management: Enterprise Class Configuration Management

Accurately and efficiently identify, define and report configuration items in your IT system. With real-time reporting and automated processes, Configuration Management offers a view into the status of change incidents and provides a single repository for all your IT assets.

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Availability Management: Measure and Improve Service Availability

Get a 20/20 view into how components or services perform over time to measure availability. Through best practices-driven reporting and tight integration with Service Level Management, Availability Management increases service reliability and reduces configuration repair times.

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Self Service: Quickly Reduce Call Volumes

Empower customers to find answers and log their own service issues 24/7. Web-based Self Service frees your team to focus on resolution and reduces your service desk costs.

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