MILPITAS, Calif.--(BUSINESS WIRE)--FrontRange, the Hybrid IT software company, today announced the successful use of its HEAT Service Management solution by SBM Offshore. By deploying HEAT Service Management in the cloud, SBM Offshore is consolidating critical service desk functions that will now be delivered globally through a single, unified platform.
“SBM Offshore’s goal was to provide a global service that is transparent for users no matter where their location,” said Carlo van der Stoep, Group IT Director at SBM Offshore. FrontRange’s HEAT Service Management in the cloud provides SBM Offshore with a centrally managed, 24/7 global support center. SBM Offshore’s didn’t want to implement a tool that only provided incident management, but a solution that offers a fully functional service management suite.
As the industry’s only hybrid service management platform that supports cloud, on-premise and/or a combination of the two deployment options with a common framework, FrontRange’s HEAT solution integrates IT best practices with voice and workflow automation. This enables service desks in organizations, like SBM Offshore, to easily request a service or change, plan for appropriate remediation measures and automatically approve and authorize requests. In addition, HEAT is designed to implement change requests for users, audit the successful completion and service level agreements associated with the change and control an organization’s service portfolio to ensure enhanced service quality and customer satisfaction.
“As part of our global service desk program, we knew that one of the first critical steps would be to select and implement a global IT service management solution to replace our existing disparate tools,” said Carlo van der Stoep. “With HEAT Service Management deployed in the cloud, we now have a single solution to consistently deliver service management best practices throughout our global enterprise as well as achieve ITIL compliance. And that means we can address the dynamic ITSM needs of our customers with the highest quality of service.”
“SBM Offshore’s selection of FrontRange illustrates the advantages of consolidating critical IT service management functions on a single solution that can be easily extended across the enterprise,” said Kevin J Smith, VP & GM of the cloud business unit at FrontRange. “HEAT Service Management in the cloud is designed to help companies, like SBM Offshore, easily implement an extensible, highly configurable, and fully integrated workflow-based service management platform. The advantage of this architecture is that it delivers, at any given time, a single, consolidated view of all pertinent information to the correct business location, division, or user.”
FrontRange is a leading provider of Hybrid IT software solutions for organizations of all sizes. With our suite of HEAT applications, FrontRange is the only company in the world that provides, from a single platform, Service Management and Client Management software on-premise and in the cloud. HEAT manages millions of service interactions and millions of devices every day for more than 15,000 leading organizations around the world. Our customers deliver world-class service while maximizing operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Milpitas, Calif. and can be found at http://www.frontrange.com.