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FrontRange HEAT Service Management Solution Headed to the 'Bigs'

June 19, 2014

Houston Astros have selected FrontRange HEAT Service Management as its service desk platform.

The Houston Colt .45's took the field in 1962, three years later they became the Astros, and have been Houston's team for over 50 years. 

FrontRange, a leading provider of Hybrid IT software solutions for organizations of all sizes, says the HEAT Service Management is a robust, highly flexible ITSM solution, built on IT best practices that help customers meet the dynamic needs of a growing business and achieve the highest level of service quality, delivery and performance.

With HEAT Service Management solutions one can easily request a service or change, plan for appropriate remediation measures, automatically approve and authorize the request, implement the change to your users, audit the successful completion and service level agreements associated with the change, and control your services portfolio on an ongoing basis to ensure enhanced service quality and customer satisfaction.

“Prior to implementing HEAT Service Management, we had no help desk, no follow up or tracking functionality, and limited reporting capabilities,” said Ray Ebert, senior director of information technology of the Houston Astros, in a statement.

Ebert said that in seeking a service desk solution, HEAT quickly rose to the top on the basis of functionality, solid industry reputation and peer evaluations from others in the MLB (News - Alert) who had migrated to HEAT.

He said that the HEAT Service Management solution offers direct alignment with ITIL, impressive reporting features and extensibility to departments beyond IT.

Thanks to the implementation of HEAT Service Management, the Astros would now be able to consolidate service calls across the entire company. Besides to the IT department, engineering, human resources and finance are also leveraging HEAT for service desk support as well as event management in their sponsorship suites.

Ebert said that during games, any number of unexpected situations including spills, fan altercations, escalator breaks, and other unforeseen complications may occur.

“Game days now run much smoother from a service desk perspective as HEAT’s simple, streamlined interface allows us to quickly record any incidents that may arise,” he said.

John Callahan, VP of North America sales at FrontRange said that the Astros’ selection of HEAT Service Management represents a significant customer win.

Callahan said that with tens of thousands of fans counting on them every game day, the Astros franchise requires a proven and robust service management solution that provides simple and efficient support for its IT needs.

“We are thrilled to be the platform of choice for all of their service management requirements,” he said. 




Edited by Maurice Nagle

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