The PRWIRE Press Releases https:// 2013-05-17T03:46:00Z FrontRange and THINKstrategies Survey Confirms Customer Preference for Hybrid IT Service Management 2013-05-17T03:46:00Z frontrange-and-thinkstrategies-survey-confirms-customer-preference-for-hybrid-it-service-management FrontRange, the only provider of Hybrid IT Service Management solutions, in partnership with THINKstrategies, a strategic consulting firm that specialises in enterprise IT, today announced the results of a comprehensive survey that examines how the accelerating adoption of cloud computing is impacting the ITSM needs of organisations. A key finding in the survey reveals a growing number of IT organisations are seeking a new generation of IT Service Management applications to help them monitor and manage their IT services from within a hybrid environment of on-premise and cloud services. The survey, conducted between December 2012 and January 2013, draws its data from 341 participants within organisations of all different sizes and a variety of industries worldwide. The following were among the key findings reported: · Nearly three quarters of respondents (72.7%) currently rely on legacy on-premise ITSM solutions to address their needs. · Only 13.5% of respondents reported that they are “very satisfied” with the delivery method of their current ITSM solution, and an almost equal proportion stated that they are “dissatisfied” with said delivery method. · One-third of respondents reported that the primary driver behind changing their ITSM solutions is to better align IT with the business. More than a quarter of survey takers also cited improved ease-of-use as a key factor in such a decision. · Over half of the respondents categorised their organiations as being at the first level of ITSM maturity—in which organisations utilise a basic offering of IT help desk tools including incident, problem, inventory and knowledge management and reporting—and only a little more than a third of the respondents (35.5%) are at the second level of maturity—in which organisations take advantage of an expanded range of IT services including change management, self-service, service request and SLA management. · Less than 10% of survey respondents are at the highest level of maturity and using service virtualisation, release governance, social IT management, analytics and reporting, and mobility management tools. · A significant portion of respondents are committed to making the necessary investment in their ITSM systems and skills in 2013 to raise the maturity level of their ITSM deployment · The IT manager is the key decision-maker in an organisation’s selection of its ITSM solution, and the quality of the ITSM supplier’s support and their ability to reduce the user’s total cost of ownership (TCO) are the most important criteria for selection. “Scores of organisations are committed to improving their ITSM capabilities and maturity levels” said Jeffrey M. Kaplan, Managing Director, THINKstrategies. “However, many are finding that traditional, on-premise solutions do not always provide the best value when applied across the whole of the organisation. There are many instances where a cloud delivery method provides a level of cost-effectiveness and functionality that simply cannot be matched by legacy offerings.” “Based on these survey findings, it is becoming increasingly apparent that organisations need a new generation of ITSM solutions that can address their evolving business needs with a mix of traditional, on-premise systems and widening array of cloud services,” said Kevin J. Smith, vice president and general manager of the Cloud Business Unit with FrontRange. “These findings confirm our position as the only provider of hybrid service management solutions on an integrated platform and that our vision and roadmap are aligned with what our end-users want and need to succeed in their business.” To view the complete survey results, please see The Impact of Cloud Technologies on IT Service Management or go to the FrontRange YouTube channel to watch a recap of our findings. About FrontRange FrontRange is the global leader in Hybrid IT Service Management (ITSM) solutions for enterprises of all sizes. FrontRange is the only ITSM provider in the world that delivers Service Management software with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud. HEAT manages millions of service interactions a day for more than 15,000 leading organizations around the world. HEAT enables customers to deliver world-class service while maximizing operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Milpitas, Calif. and can be found at www.frontrange.com. About THINKstrategies, Inc. THINKstrategies is the only independent strategic consulting firm which focuses entirely on helping enterprise decision-makers, solution providers and investors capitalize on the unprecedented business opportunities created by the shift of the technology industry from a product-centric to a services-driven orientation, including Cloud Computing, Software-as-a-Service (SaaS) and Managed Services. THINKstrategies also founded and administers the Cloud Computing Showplace (www.cloudshowplace.com), the largest, vendor-independent, online directory and best practices resource center in the industry. For more information, visit www.thinkstrategies.com, or contact info@thinkstrategies.com. FrontRange Announces HEAT 2013 2013-04-17T03:19:00Z frontrange-announces-heat-2013 FrontRange, the only provider of Hybrid IT Service Management solutions on an integrated platform, announced today the upcoming release of HEAT 2013, the only Service Management solution designed to simultaneously support on-premise, multi-tenant cloud and/or hybrid deployments from a single, unified platform. HEAT 2013 will begin its general availability at the end of May. Stephen Mann, senior analyst at Forrester Research recently wrote, "[In my opinion], choice is important; in particular choice between delivery models and also choice over time. It's also becoming an increasingly high-profile part of ITSM tool vendor selling and marketing/messaging conversations. FrontRange in particular has raised the stakes on choice in terms of coining a new term 'Hybrid ITSM' and making it core to its value proposition.1" Managing millions of service interactions a day for more than 15,000 customers around the world, FrontRange's HEAT Service Management platform uniquely integrates voice and workflow automation with client management applications that are delivered on-premise and in the cloud. With the release of HEAT 2013, a host of new capabilities are now available including: · New User Interface: provides new streamlined and context based user interface for improved analyst efficiency.· Social Groups: provides the ability to post messages directly to specified service teams, social groups and/or user profiles.· My Watch List: provides one-click access to recent work or accessed items to improve service analyst¹s productivity.· HEAT Cloud Connect: provides tighter integration with external applications by triggering workflow advancement when jobs are created or a specific object field is updated.· Customisable UI: enables organisations to adjust the look and feel in alignment with a customer's branding on Self Service and Service Analyst User Interface (UI).· New web services APIs: provides the ability to populate service requests and leverage advanced search capabilities.· Language Localisation: German, Dutch and Portuguese is now supported in addition to English, French and Spanish· IE 10 Support To help customers easily migrate to and/or from a cloud or on-premise deployment, HEAT 2013 features Configuration Management Tool for simplified set-up and configuration to ensure proper change management. The integrity of a customer's existing configurations, no matter how extensive, is easily transferred with FrontRange upgrades. "FrontRange provides us with the flexibility to easily move from an on-premise to a cloud-based ITSM solution without having to deal with rip and replace' headaches which is instrumental to preserving our business efficiency," said Rhonda Salalac, Service Desk Manager at Children¹s Hospital of Los Angeles. "FrontRange's Hybrid platform offers us the flexibility for any future changes our organisation may face as well as the most advanced service management applications specifically aligned with our business, particularly with respect to electronic medical records. We're much better equipped to support internal employees with tech support duties with the added benefit of improving the tracking of external physician referrals." HEAT is based on ITIL best practices that now extend beyond IT to customers' core business units including HR, finance, facilities and operations. This breakthrough in ITSM delivery options affords customers unparalleled flexibility in how they choose to deploy service management applications, dramatically reduces total cost of ownership, and significantly simplifies ITSM operations through centralised management. "FrontRange is committed to rapid and ongoing innovation and the development of our Hybrid platform is another example of how our product development roadmap responds to current industry trends and customer needs," said FrontRange CTO, Udo Waibel. "HEAT allows customer application configurations to seamlessly migrate between cloud and/or on-premise delivery to provide customers the flexibility of choice, advanced capabilities and complete end-to-end service management offerings." About FrontRangeFrontRange is the global leader in Hybrid IT Service Management (ITSM) solutions for organisations of all sizes. With its suite of HEAT applications, FrontRange is the only ITSM provider in the world that delivers Service Management software with fully integrated Voice, Workflow Automation and Client Management capabilities on-premise and in the cloud. HEAT manages millions of service interactions a day for more than 15,000 leading organisations around the world. HEAT enables customers to deliver world-class service while maximising operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Milpitas, Calif. and can be found at http://www.frontrange.com/ 1: Mann, Stephen; Forrester Blog; March 26, 2013: http://blogs.forrester.com/stephen_mann/13-03-26-the_importance_of_customer_choice_in_itsm_tool_selection_hybrid_itsm FrontRange Announces Major Upgrade to HEAT Client Management with HEAT Discovery 9.3 2013-03-27T03:28:00Z frontrange-announces-major-upgrade-to-heat-client-management-with-heat-discovery-9-3 FrontRange, the premium provider of Hybrid IT Service Management solutions,announced today a significant upgrade to its HEAT® Discovery solution. Enhancements in this new release include a new Advanced Search capability and customisable alerting. HEAT Discovery 9.3 is now generally available. HEAT Discovery 9.3 introduces Advanced Search capability in the Web Control Center allowing end-users to generate their own custom searches with multiple criteria and across specified organisational units. The new alerting of 9.3 can be granularly configured allowing the Admin to determine what exact discovered data changes trigger alerts and emails by the Discovery System. Additionally, HEAT Discovery 9.3 introduces organisational unit specific client audit settings giving customers more flexibility for site and client type specific audits. “Having an accurate idea of what hardware and software is installed in the environment is a necessity to being able to manage it. Essentially, if you don't know what is installed, then it is impossible to keep track of or manage it,” said Gartner Research Director, Patricia Adams. [i] Key enhancements to Discovery 9.3 include: · Flexible web UI search · Improved alerting · Organisational unit-specific client configurations · Idle agents for locked down machines · Login credentials based on Active Directory Groups “In today’s complex environments, knowing exactly what hardware and software you have and where it is on the network is a real challenge. HEAT Discovery makes it easy for organisations to gain better control of their complex IT infrastructures and improve end-user productivity,” said Udo Waibel, CTO at FrontRange. “With HEAT Discovery, FrontRange’s customers are able to reduce time spent to track down hardware by up to 95 per cent.” About FrontRange FrontRange is the global leader in Hybrid IT Service Management (ITSM) solutions for organisations of all sizes. With its suite of HEAT applications, FrontRange is the only ITSM provider in the world that delivers Service Management software with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud. HEAT manages millions of service interactions a day for more than 15,000 leading organisations around the world. HEAT enables customers to deliver world-class service while maximising operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Milpitas, Calif., and can be found at http://www.frontrange.com/. Copyright© 2013 FrontRange Solutions USA Inc. All Rights Reserved. GoldMine, HEAT, NetInstall, and other FrontRange Solutions products, brands and trademarks are property of FrontRange Solutions USA Inc. and/or its affiliates in the United States and/or other countries. Other products, brands and trademarks are property of their respective owners/companies. [i] Gartner, “Technology Overview for Inventory Tools”, May 2012. FrontRange Announces Major Upgrade to HEAT Service Management 2013-03-20T03:28:00Z frontrange-announces-major-upgrade-to-heat-service-management FrontRange, the only provider of Hybrid IT Service Management solutions, announced today a significant upgrade to its HEAT® Service Management solution that provides a complete, closed loop lifecycle approach to centrally monitoring and managing an organisation’s IT assets. Advancements in this new release include improved capabilities within the Service Catalog and the Workflow Automation Platform. HEAT Service Management 7.2 is now generally available. “As IT infrastructures grow more complex, ITSM software and service providers are being tasked with delivering the full spectrum of service management best practices,” said Dennis Callaghan senior analyst with 451 Research. “These best practices cover everything from service and change requests to service map and risk analysis planning, coordinated approval processes, intelligent change management, verification auditing, and KPI reporting. ITSM vendors are going to be evaluated, to a large degree, on their ability to deliver simplified workflow automation that ties these IT processes together.”HEAT Service Management 7.2 includes an improved Service Catalog that further extends customer’s ability to personalise the look and feel of the service catalog interface to better adhere to their corporate standard. The Service Catalog platform has also been enhanced to allow for selection of multiple items within a single request. This key enhancement now extends the current integration between HEAT Client Management and Service Management. Customers now have the ability to select multiple software titles from within a single request, allowing for more efficient software installation process, saving customers time and money. Usability enhancements have also been made in the area of the Workflow Editor Interface and Automation Platform providing a for a more efficient workflow creation and definition process. These enhancements extend the scope and power of HEAT Service Management, providing customers with greater flexibility, productivity and efficiency when it comes to managing service delivery lifecycle processes.“HEAT Service Management allows you to take control of your IT infrastructure with end-to-end incident to problem to change to release configuration management workflows and best practice templates, so you can monitor and manage your assets from a single location,” said Udo Waibel, CTO at FrontRange. “With HEAT Service Management 7.2, FrontRange’s customers maximise operational efficiencies, reduce IT costs, and improve service quality and compliance.” About FrontRangeFrontRange is the global leader in Hybrid IT Service Management (ITSM) solutions for organisations of all sizes. With its suite of HEAT applications, FrontRange is the only ITSM provider in the world that delivers Service Management software with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud. HEAT manages millions of service interactions a day for more than 15,000 leading organisations around the world. HEAT enables customers to deliver world-class service while maximising operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Milpitas, Calif., and can be found at http://www.frontrange.com/. Copyright© 2013 FrontRange Solutions USA Inc. All Rights Reserved. GoldMine, HEAT, NetInstall, and other FrontRange Solutions products, brands and trademarks are property of FrontRange Solutions USA Inc. and/or its affiliates in the United States and/or other countries. Other products, brands and trademarks are property of their respective owners/companies. BAUER Group Deploys FrontRange HEAT Suite 2013-03-14T03:20:00Z bauer-group-deploys-frontrange-heat-suite BAUER Group, an international construction and machinery provider, is now using the HEAT IT Service Management (ITSM) suite from FrontRangeto provide world-class IT- and help desk support for its employees. The solution comprises HEAT Client Management paired with HEAT IT Service Management and allows BAUER to manage desktops and servers as well as IT services from a single platform. The solution was customized to meet BAUER's specific requirements and support the Group's business processes.In selecting the new software, it was important to BAUER that the solution scale easily, allow integration of existing scripts, and have the capability to seamlessly integrate the Group's overseas locations. Not only did the FrontRange solution fulfill these requirements, it also made a rapid implementation with flexible customisation possible. The FrontRange team was able to use its expertise to provide professional support and make a positive impression during both the selection and implementation phases of the project.Since the switch to HEAT, the FrontRange solution has done more than just handle the Group's complex software packaging needs — it is also simplifying internal approval processes with its automated workflows.“We needed to implement a new configurable Desktop and Server Management (DSM) and ITSM solution to satisfy our complex requirements. Choosing FrontRange turned out to be an excellent decision — the solution gives us everything we need,” emphasized Marco Fröhlich, head of IT Support and the helpdesk at BAUER AG. “The FrontRange solution is a perfect complement to the software that we've developed in-house.”Anton Kreuzer, Managing Director of FrontRange Germany, added: “We're very pleased the BAUER Group chose the HEAT suite from FrontRange. With our platform, their organization now has an ITSM solution that can easily be used even outside of standard corporate IT infrastructures while remaining flexible enough to fulfill the most complex requirements.” About BAUERBauer is a provider of services, machinery and products for ground and groundwater. The Group markets its products and services all over the world. Its global spread allows it to remain largely unaffected by fluctuating business cycles.Its business is divided into three segments: Construction, Equipment and Resources. The Construction segment carries out specialist foundation engineering work for complex excavation pits and foundations on major infrastructure and building projects all over the world, installing cut-off walls and carrying out ground improvement works as well as providing related project development services. Bauer's Equipment segment, a world market leader, offers a comprehensive range of construction machinery, equipment and tools for the specialist foundation engineering sector as well as for other underground drilling operations, such as for mines, water wells, geothermal energy sources, and oil and gas extraction. The Resources segment pools the Group's activities in the fields of water, energy, mineral resources and environmental technology.Founded in 1790, Bauer today generates around three quarters of its total revenues outside of Germany. Employing some 9,700 people, the Group's total revenues in 2011 were approximately EUR 1.4 billion (previous year: EUR 1.3 billion). BAUER Aktiengesellschaft has been listed on the official market of the Frankfurt Stock Exchange since July 4, 2006 (Prime Standard, ISIN DE0005168108). About FrontRangeFrontRange is the global leader in Hybrid IT Service Management (ITSM) solutions for organizations of all sizes. With its suite of HEAT applications, FrontRange is the only ITSM provider in the world that delivers service management software with fully integrated voice automation and client management capabilities on-premise and in the cloud. HEAT manages millions of service interactions a day for more than 15,000 leading organizations around the world. HEAT enables customers to deliver world-class service while maximizing operational efficiencies with reduced cost and complexity. For more information about FrontRange in Australia, please visit http://frontrange.com.Keep on top of the latest developments at FrontRange by following our Twitter feed @frontrange. FrontRange Promotes Steve Lindeman as New Chief Customer Officer 2013-02-06T01:19:00Z frontrange-promotes-steve-lindeman-as-new-chief-customer-officer FrontRange, the only provider of Hybrid IT Service Management, has announced the promotion of Steve Lindeman to the newly created position of Chief Customer Officer (CCO). Lindeman will act as the customer’s “chief advocate” in order to be their champion with FrontRange management and internal staff.As CCO, Lindeman will be responsible for developing a clear understanding of the organizations’ customers and their wants and needs while also defining customer metrics that reflect not only on the business but also the customer. He will also focus on creating a corporate culture that is customer-centric by breaking down customary silos within FrontRange to promote cross-functional improvements and assist in shaping corporate strategy where customers are concerned. Lindeman will manage the customer experience to drive successful engagements by focusing on loyalty, satisfaction and retention. "A Chief Customer Officer is a powerful asset that can help resolve customer issues, create sustainable competitive advantage, help retain customers, and drive customer behavior. Steve’s deep understanding of customer service best practices, that serve our 15,000 customers worldwide, has led to this critical new role as Chief Customer Officer," said Jon Temple, president and CEO at FrontRange. "Today’s appointment sends a strong message to our market that we are focused on initiatives that promote the concept of ‘customers for life’.”“It’s gratifying that my customer service efforts have resulted in the formation of a new executive level position that puts an absolute premium on constantly improving the customer experience,” said Steve Lindeman. “As Chief Customer Officer, I will build on the high level of customer satisfaction for which FrontRange is known by driving the corporate culture of customer first and customer for life.”““We commend FrontRange for establishing the role of Chief Customer Officer,” said Frank Marisco, senior director of software development at RagingWire Data Centers. “RagingWire and FrontRange share a relentless dedication to ongoing customer service. They are a trusted software partner that enables RagingWire to deliver 100% availability and the highest customer loyalty in the data center and colocation industry.”For the past year, Lindeman has served as vice president of professional services and support at FrontRange where he streamlined customer service engagements leading to significantly improved customer support satisfaction. Additionally, Lindeman has been instrumental in aligning sales and support teams resulting in an increase in customer retention.Prior to joining FrontRange as the Senior Vice President of Worldwide Customer Services, Lindeman was VP and GM for the Government and International Business Unit at NC4, Inc. and VP of Business Operations with Data Path. He has also held positions at AT&T, Oracle Corp., Candle Corp., and IBM.About FrontRange SolutionsFrontRange is the global leader in Hybrid IT Service Management (ITSM) solutions for organizations of all sizes. With its suite of HEAT applications,FrontRange is the only ITSM provider in the world that delivers Service Management software with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud. HEAT manages millions of service interactions a day for more than 15,000 leading organizations around the world. HEAT enables customers to 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/About RagingWire Data CentersRagingWire designs, builds, and operates mission critical data centers that deliver high-density power and 100% availability. The company has 650,000 square feet of critical data center infrastructure in Northern California and Ashburn, Virginia and the highest customer loyalty scores in the industry. Their patented powerdelivery systems and EPA ENERGY STAR rated facilities lead the data center market in reliability and efficiency. With flexible colocation solutions for retail and wholesale buyers, a carrier neutral philosophy, and unmatched customer service, RagingWire meets the needs of top enterprise, Internet, and government organizations. More information is available at www.ragingwire.com. FrontRange Introduces Latest Release of HEAT Help Desk Solution 2013-01-29T03:26:00Z frontrange-introduces-latest-release-of-heat-help-desk-solution FrontRange, a leading provider of hybrid IT service management (ITSM) solutions, has announced the latest release of its HEAT Help Desk solution that delivers flexible customer service and support for IT help desks, support centers and call centers. HEAT Help Desk 9.6 contains two major enhancements: Mobile Field Service and web-based Managers Monitor.HEAT Mobile Field ServiceHEAT Mobile Field Service provides a powerful mobile interface for iPhone and iPad devices, offering access to relevant assignments, assets, incidents, customer data and data-logging functionality. This provides agents in the field complete service desk functionality resulting in streamlined workflows and faster reported time to resolution. With the immediate access to the information service agents become more agile and can respond to inquiries faster. HEAT Mobile Field Service also supports instant data logging which means service calls are logged as they occur. Consequently, incident reports are more accurate and complete, providing support personnel credit for every service call they close.Faster service delivery is another benefit of HEAT Mobile Field Service. Because service calls start sooner, incidents are resolved faster allowing support teams to meet the most aggressive service expectations and service level agreements.HEAT Managers MonitorHEAT Mangers Monitor is a web based dashboard reporting tool that delivers at-a ­glance insights into the health and performance of the service desk. This new functionality provides managers and executives with anytime anywhere access to role based specific information using multitude of browsers. The interactive, threshold based dashboards also allow managers to monitor performance indicators as well as perform basic analytical tasks by drilling down into the underlying HEAT data. The simple drag and drop user interface for customising and creating dashboards also allows end users to quickly construct their own reports.“FrontRange is committed to continuing to deliver world-class help desk solutions to our customers and prospects as well as providing them with a seamless migration up the service management Maturity Curve,” said Udo Waibel, chief technology officer at FrontRange. “We are excited to deliver the most advanced solutions to the market and provide our customers with the solutions needed to stay on top of current trends and market standards. Mobile Field Service allows technicians to take the office with them wherever they go transforming the IT service delivery model,”HEAT Help Desk 9.6 is now generally available.For more information visit http://www.frontrange.com.About FrontRange SolutionsFrontRange is the global leader in Hybrid IT Service Management (ITSM) solutions for organisations of all sizes. With its suite of HEAT applications, FrontRange is the only ITSM provider in the world that delivers Service Management software with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud. HEAT manages millions of service interactions a day for more than 15,000 leading organisations around the world. HEAT enables customers to deliver world-class service while maximising operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Milpitas, Calif. and can be found at http://www.frontrange.com/ Copyright 2013 FrontRange Solutions USA Inc. All Rights Reserved. GoldMine, HEAT, NetInstall, and other FrontRange Solutions products, brands and trademarks are property of FrontRange Solutions USA Inc. and/or its affiliates in the United States and/or other countries. Other products, brands and trademarks are property of their respective owners/companies. FrontRange Appoints Dixon Fiske as Senior Vice President, Worldwide Field Operations 2013-01-15T01:51:00Z frontrange-appoints-dixon-fiske-as-senior-vice-president-worldwide-field-operations FrontRange, the only provider of HybridIT Service Management, today announced the appointment of Dixon Fiske to the newly created position of Senior Vice President, WorldwideField Operations. Reporting to President and CEO, Jon Temple, Fiske assumes responsibility for overseeing FrontRange’s go-to market activities, including all direct sales, channel sales, alliances, presales and sales operations. He will also work closely with the company’s marketing and services organisations to drive a globally aligned customer interaction model. Prior to joining FrontRange, Fiske was the SVP Worldwide Sales at Engine Yard, the world’s largest open source platform-as-a-service company, where he oversaw its global sales staff. Fiske’s extensive experience also includes working as VP Worldwide Sales at Nimsoft, where he scaled the sales force of the start-up from a 25 person, $30M organisation to over $100M and 120 people and set the stage for their $350M cash acquisition by Computer Associates in March 2010. He similarly helped to grow revenue with his 300-person sales team at HP/Mercury Interactive from $248M to $660M in three years as VP, Software Direct Americas. “Having Dixon join the team as Senior Vice President of Worldwide Field Operations will have an immediate impact on helping us manage through our growth,” said Temple. “His impressive track record and unique blend of industry experience in scaling sales organisations is going to be key to our success as a disruptive leader in the ITSM market.” “FrontRange’s unique offering as the only provider of Hybrid IT Service Management enables its customers to maximise operational efficiencies with reduced cost and complexity, and streamlined compliance,” said Mr. Fiske. “I plan to capitalise on the industry’s momentum around Hybrid ITSM by providing customers the freedom to choose between on-premise, cloud-based solutions, or a hybrid of the two offerings to meet their unique requirements.” About FrontRange FrontRange is the global leader in Hybrid IT Service Management (ITSM) solutions for enterprises of all sizes. FrontRange is the only ITSM provider in the world that delivers Service Management software with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud. HEAT manages millions of service interactions a day for more than 15,000 leading organisations around the world. HEAT enables customers to deliver world-class service while maximising operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Milpitas, Calif. and can be found at http://www.frontrange.com/au/ FrontRange Announces Major Upgrade to Client Management Suite 2012-12-20T23:24:00Z frontrange-announces-major-upgrade-to-client-management-suite FrontRange, the only provider of Hybrid IT Service Management solutions, has announced a significant upgrade to its HEAT® Desktop & Server Management (DSM) platform. Advancements in this new release include advanced patch management, Windows 8 support and improved enterprise-grade scalability. After an extensive beta program, HEAT DSM 7.2 is now generally available. “As a FrontRange certified partner, the enhancements included in HEAT DSM 7.2, such as advanced patch management, are crucial in delivering the most technologically advanced solution to our customers,” said Jochen Schoetterl, managing director and senior consultant of abtis Desktop & Deployment. “With HEAT DSM 7.2, we are committed to delivering the most superior applications that cater to our customers’ need for increased scalability and superior performance.” HEAT DSM’s new Advanced Patch Management capabilities enable customers to automatically scan their entire software environment for vulnerabilities. As a result, IT administrators are constantly aware of and ready to respond to potential threats to their multi-vendor application infrastructure. HEAT DSM 7.2’s Advanced Patch Management identifies vulnerabilities affecting Microsoft and third party applications and automatically downloads and packages required patches for remediation. Patches can be properly tested and piloted in advance of being released to production servers. Based on the severity and priority of a given threat, patches and service packs can be auto-approved and instantly deployed to avoid long-term exposure to immediate threats. In addition, comprehensive patch status and vulnerability reports are provided. “Organizations are reducing the attack surface and the time to security by standardizing and improving the automation of vulnerability remediation, said Terrence Cosgrove, Research Director at Gartner. “Organizations have increased their focus on patching and securing client-side applications, as these are increasingly used to facilitate attacks.” HEAT DSM 7.2 also provides comprehensive out-of-the-box support for Windows Server 2012 as a managed client platform as well as Windows 8 Operating System Deployment (OSD). This includes: OS configuration templatesIdentification of Windows 8 source filesSupport for Windows Preinstallation Environment (PE) 4.0 Windows 8 Client Enhancement support is also provided, including: Support for Plug and Play (PnP) on Windows 8 Service interaction with Metro UI Use of the Windows 8 notification system to inform clients about pop-up and shell tray icon messages Enterprise-grade scalability is another key advancement in HEAT DSM 7.2 that now supports over 100,000 concurrent clients. The new release provides critical load balancing and fault tolerance for all web service access modules in the platform. Plus, it provides dramatic performance and pre-caching enhancements to the system console that is beneficial to large-scale environments that display folders and views with high object counts. “HEAT DSM 7.2 delivers our customers essential process automation, unified management and compliance enforcement advantages,” said Udo Waibel, chief technology officer at FrontRange. “The platform accelerates software packaging and provisioning tasks that can reduce software deployment times considerably. The unified management capabilities across physical and virtual clients can reduce IT costs substantially and its policy-based management and automated compliance enforcement help reduce troubleshooting efforts dramatically.” About FrontRange FrontRange is the global leader in Hybrid IT Service Management (ITSM) solutions for organizations of all sizes. With its suite of HEAT applications, FrontRange is the only ITSM provider in the world that delivers Service Management software with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud. HEAT manages millions of service interactions a day for more than 15,000 leading organizations around the world. HEAT enables customers to 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.au/. Copyright© 2012 FrontRange Solutions USA Inc. All Rights Reserved. GoldMine, HEAT, NetInstall, and other FrontRange Solutions products, brands and trademarks are property of FrontRange Solutions USA Inc. and/or its affiliates in the United States and/or other countries. Other products, brands and trademarks are property of their respective owners/companies. FrontRange Launches HEAT® Cloud 2012.3 2012-12-20T04:01:00Z frontrange-launches-heat-cloud-2012-3 FrontRange, a leading provider of hybrid IT service management solutions, has announced the latest release of its cloud-based ITSM platform, HEAT® Cloud 2012.3 which features significant enhancements in three primary areas: social IT, global and local support, and cloud infrastructure improvements. HEAT Cloud 2012.3 is designed to support critical workflow-based service management tasks that range from service desk operations to more complex and configurable service management operations built on industry standard best practices. To foster collaboration, improve productivity and better handle service management tasks as a team, HEAT Cloud 2012.3 introduces a powerful new process known as Social Service Management. By bringing social collaboration concepts together with service management best practices, Social Service Management transcends traditional Social IT by dramatically improving communications between service desks, team members, and customers. Through the use of real-time feeds and activity streams containing important updates, service desks analysts and customers are notified in real-time about key issues and updates to help improve service desk efficiency and improve customer satisfaction. This team approach provides peer-to-peer support with access to shared knowledge to dramatically improve productivity and provide the most cost-effective service delivery process. “It is vital that modern social media concepts be adopted within IT service management processes in order for teams to stay informed and collaborate efficiently,” said Jarod Green, Research Analyst with Gartner, Inc. “By merging social collaboration and service management functions, customers and their support teams can stay up to date in terms of knowledge, alerts and notifications without using a separate system of record. This is a key capability customers should look for in any ITSM solution.” Specific features to HEAT Cloud 2012.3 Social Service Management include:• Social Board: a central location for agents or customers to post, receive and comment on messages. • Self-service Portal: users have up-to-date information at their fingertips to solve their own issues, reduce the volume of service tickets, and reduce email and phone traffic for the service desk.• Integrated Knowledge Management: provides a centralized location for previously submitted posts and messages containing useful knowledge.• Integrated Incident Management Processes: service agents can create new incident reports based on social feeds directly from the social board. • Publish Release and Change Request Information: enables customers or employees to receive change or release information so they can stay informed of the service delivery process. “By offering customers the ability to service and empower themselves with real-time knowledge capture and sharing through social collaboration while providing service desk team members the opportunity to actively communicate with each other, the velocity and cost of service delivery can improved dramatically,” said Kevin J. Smith, Vice President and General Manager, Cloud Business Unit with FrontRange. “By tightly integrating ‘social collaboration’ into the platform, we’re extending the reach and impact of service management best practices. In addition, we’re ensuring our customers have the most secure and configurable cloud-capable ITSM platform on the market.” Additional EnhancementsHEAT Cloud 2012.3 is extending its support for international markets by offering service desk client functions in French and self-service in Spanish. In addition, the new release features a new robust data import wizard that greatly simplifies data import from other systems. Extending single sign security, HEAT 2012.3 seamlessly manages user identities through an enhanced single sign-on via SAML/Openld. AvailabilityHEAT Cloud 2012.3 is now generally available. For more information, please visit http://www.frontrange.com/cloud About FrontRange SolutionsFrontRange is the global leader in Hybrid IT Service Management (ITSM) solutions for organizations of all sizes. With its suite of HEAT applications, FrontRange is the only ITSM provider in the world that delivers Service Management software with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud. HEAT manages millions of service interactions a day for more than 15,000 leading organizations around the world. HEAT enables customers to deliver world-class service while maximizing operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Pleasanton, Calif. and can be found at http://www.frontrange.com.au Copyright© 2012 FrontRange Solutions USA Inc. All Rights Reserved. GoldMine, HEAT, NetInstall, and other FrontRange Solutions products, brands and trademarks are property of FrontRange Solutions USA Inc. and/or its affiliates in the United States and/or other countries. Other products, brands and trademarks are property of their respective owners/companies. RagingWire Enhances Customer Service Model with FrontRange HEAT Cloud 2012-11-12T23:49:00Z ragingwire-enhances-customer-service-model-with-frontrange-heat-cloud FrontRange, a leading provider of hybrid IT service management solutions, today announced the successful implementation of the FrontRange™ HEAT® Cloud Service Management solution by RagingWire Data Centres, the nation's premier data centre colocation provider. RagingWire deployed HEAT Cloud Service Management as the software hub for delivering and tracking its customer service. With world-class data centres in California and Virginia, RagingWire needed a service management solution that improved efficiency, decreased operating costs, and enabled the RagingWire operations team to build on its customer service model, which is recognised as leading the industry. RagingWire integrated HEAT Cloud Service Management with applications that were vital to RagingWire and its clients. With this integration, RagingWire and/or customers enter data into any system which automatically populates the other systems giving its customers access to a single repository of the same, up-to-date information. “Our customers depend on us for responsiveness when it matters most,” said Frank Marisco, senior director of software development. “HEAT Cloud Service Management is part of our integrated solution that empowers our team with the tools and knowledge to deliver world-class service.” Marisco continues: “Our delivery and support systems must be integrated and accurate end-to-end. When a client calls our NOC (Network Operations Centre) for service, our support staff must rapidly authenticate the caller, their authority and then subsequently locate the specific hardware on the data centre floor.” “As a company that prides itself on 100 percent availability, RagingWire wanted a solution to help them increase operational efficiencies and improve service quality and they found that with HEAT Cloud Service Management,” said Kevin Smith, VP and GM of the Cloud Business Unit at FrontRange. “The HEAT Cloud Service Management solution is a robust, highly flexible solution, built on IT best practices that help customers, like RagingWire, meet the dynamic needs of a growing business and achieve the highest level of service quality, delivery and performance.” Recently, RagingWire added HEAT Cloud for Mobile Devices and can now access service information from the data centre floor decreasing response time. To learn more, download the RagingWire Customer Success Story http://bit.ly/RagingWire. TWEET THIS: @RagingWire_DC has success with @FrontRange #ITSM solution - read the case study: http://bit.ly/RagingWire About FrontRange FrontRange is the global leader in Hybrid IT Service Management (ITSM) solutions for organisations of all sizes. With its suite of HEAT applications, FrontRange is the only ITSM provider in the world that delivers Service Management software with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud. HEAT manages millions of service interactions a day for more than 15,000 leading organisations around the world. HEAT enables customers to deliver world-class service while maximising operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Pleasanton, California and can be found at http://www.frontrange.com/au/ About RagingWire Data Centers RagingWire designs, builds, and operates mission critical data centres that deliver high-density power and 100% availability. The company has 650,000 square feet of critical data centre infrastructure in Northern California and Ashburn, Virginia and the highest customer loyalty scores in the industry. Their patented power delivery systems and EPA ENERGY STAR rated facilities lead the data centre market in reliability and efficiency. With flexible colocation solutions for retail and wholesale buyers, a carrier neutral philosophy, and unmatched customer service, RagingWire meets the needs of top enterprise, Internet, and government organisations. More information is available at www.ragingwire.com. GoldMine announces its newest version, 9.2 CRM leader integrates social networks to build enduring relationships 2012-09-24T00:00:00Z goldmine-announces-its-newest-version-9-2-crm-leader-integrates-social-networks-to-build-enduring-relationships ​GoldMine, a relationship management pioneer and division of FrontRange, has released its latest version, GoldMine 9.2 Premium Edition, which integrates its CRM solutions with social networks for faster and more efficient customer interactions. GoldMine 9.2 helps to better manage business relationships across social networks, improve revenue and build enduring relationships. Key enhancements to the GoldMine 9.2 release include: LinkedIn Contact Search – With a new lead, you can quickly see your shared connections for easier introductions, greater insight or assistance in building the relationship. Twitter Conversations – Effectively communicate via Twitter in GoldMine with your customers and prospects. Facebook Integration – Search and find a contacts profile page for an individual and/or company. Google News Search – Read the latest news on your prospects and customers to keep up to date on their announcements. Google Mapping – Find a contact’s address and get directions using Google Maps. “With GoldMine 9.2, Evo Exhibits’ sales staff uses the new social link for LinkedIn as another way of establishing relationships. Having additional information on contacts through social media integrations is a real advantage to making connections and reaching our target audience,” said Kevin Fett, principal at EVO Exhibits. “Our customers build enduring relationships that enhance business performance through the improvement of employee productivity, customer and partner loyalty and better management of the entire business ecosystem,” said Paul Petersen, general manager of GoldMine. “GoldMine 9.2 Premium Edition offers a seamless integration onto social networking platforms for our customers to be able to interact with their audience and engage in conversations.” About GoldMine GoldMine is a leading provider of mobile relationship management solutions designed for small businesses. With over 1 million users managing over 1 billion relationships, the GoldMine application is one of the most widely used relationship management technologies in the world. The GoldMine solution enables organizations to build enduring relationships, which enhances business performance through the improvement of employee productivity, customer and partner loyalty and better management of the entire business ecosystem. GoldMine is a division of FrontRange Solutions and is headquartered in Pleasanton, Calif. http://www.goldmine.com/ Fred Johannessen Joins FrontRange as VP of Alliances & Channels 2012-09-19T23:30:00Z fred-johannessen-joins-frontrange-as-vp-of-alliances-amp-channels FrontRange Solutions, the only Hybrid ITSM solutions provider that delivers a Service Management solution with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud, today announced the appointment of Fred Johannessen as vice president of alliances and channels. Johannessen will refine and execute a global alliance and channel strategy that will focus on the development of partnerships with major global IT companies to accelerate adoption of Hybrid IT Service Management. In this newly created role, Johannessen will have direct responsibility for all strategic alliances, technology alliances and building/managing the overall global partner program. Johannessen brings over 25 years of experience in enterprise software with a strong emphasis on the development of industry-leading partner ecosystems. Prior to FrontRange, Johannessen was VP of business development at ScienceLogic, a data center and cloud management startup. He also spent 16 years with BMC Software where he held numerous leadership positions including VP of Technology Alliances. During his tenure at BMC, he was responsible for building a partner organization that was referred by industry analysts as a competitive differentiator for the company. “Fred Johannessen brings to FrontRange a unique blend of IT service management experience and the knowledge of how to apply this in building a global network of loyal and productive business relationships,” said Jon Temple, president and CEO of FrontRange. “With more and more customers wanting to select service management solutions that provide the flexibility to move between the cloud and traditional on-premise deployment models, we are now seeing the very same requirement coming from a wide spectrum of technology providers. Fred’s joining could therefore not come at a better time and partnership momentum will be a critical element in our plans for continued growth.” “Having been in service management for over 15 years, I have seen the market evolve beyond the approach offered by legacy vendors. The next generation of ITSM solution has to offer the flexibility of being on-premise or cloud – it cannot be an either/or decision for customers. I am joining FrontRange because it’s clear that we can change the game and I see unlimited potential for the company,” states Johannessen. “I am eager help drive FrontRange growth in the ITSM market by creating a world-class alliance and channel organization.” TWEET THIS: “.@FrontRange gets new #VP #channels & #alliances to expand partner network http://bit.ly/PDMB9u” About FrontRange Solutions FrontRange is the global leader in Hybrid IT Service Management (ITSM) solutions for enterprises of all sizes. FrontRange is the only ITSM provider in the world that delivers Service Management software with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud. FrontRange manages millions of service interactions a day for more than 15,000 leading organizations around the world. FrontRange enables customers to deliver world-class service while maximizing operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Pleasanton, Calif. and can be found at www.frontrange.com/ Austbrokers Selects FrontRange to Support IT Requirements for 900 Staff Throughout Australia 2012-09-05T01:16:00Z austbrokers-selects-frontrange-to-support-it-requirements-for-900-staff-throughout-australia FrontRange Solutions, the only ITSM provider in the world that delivers a Service Management solution with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud, today announced that Austbrokers Holdings Limited, one of Australia’s top general insurance broking groups, has selected FrontRange™ Cloud Solutions, including IT Service Management (ITSM), Client Management and Service Catalog. Austbrokers was established in 1985 to give individual General Insurance brokers the opportunity to enjoy the benefits of a larger group, yet still maintain a feel of independence. With a total turnover of over AU$1.2 billion in general insurance premiums, and over AU$200 million in funds under management, the Austbrokers Network is among the top general insurance broking groups in Australia. With approximately 40 brokerage firms in its network, Austbrokers required a proven suite of solutions to work seamlessly to support the company’s internal IT department including the implementation and provision of a number of critical IT processes and services. With FrontRange IT Cloud Service Management, Client Management and Service Catalog solutions, Austbrokers will significantly improve the level of IT service and support offered to its 900 staff members throughout Australia. “Following a period of rapid expansion through an aggressive acquisition strategy, it quickly became apparent that our existing legacy IT service management solution did not have the flexibility required to support our business as we continued to grow. The incumbent solution was too difficult to configure and any modifications were simply too cumbersome to deploy,” explained, Theo Stevens, CIO, Austbrokers Holdings Limited. Austbrokers has also selected FrontRange Service Catalog, a web-based shopping cart, which clearly outlines and defines all IT services. Service Catalog is an integral part of the service management suite enabling users to order all service offerings directly online using the intuitive interface. All service requests then go through individually configurable approval processes – the initial request subsequently turns into an approved and documented order. Stevens continued, “This unique shopping cart feature enables us to publish different service requests to different business units. We also plan to take advantage of the FrontRange platform as a service (PaaS) capabilities and leverage FrontRange Service Catalog beyond just the IT department.” In addition, Austbrokers is deploying the FrontRange Client Management solution, enabling the company to optimise the availability and cost-effectiveness of their IT assets ranging from Network Discovery, Desktop Management, Software Asset Management, Citrix Server Management and Virtualisation Management. “The Client Management software is invaluable for us with its ability to auto discover assets and provide detailed information about each asset. Client Management also enables us to create visual charts outlining details of the entire IT estate. In addition, by leveraging the discovery capability of the solution we have access to real-time data about assets that break-down and how this might then impact other devices or applications,” explained Stevens. “Following Austbroker’s aggressive expansion and numerous acquisitions, its IT organisation was faced with the challenge of an increase in demand and the need for extra support services. With FrontRange Cloud Service Management’s end-to-end integrated capabilities, Austbrokers can achieve the standardisation of business processes across the enterprise while also improving service quality and compliance,” said Kevin J. Smith, VP and GM of the Cloud Business Unit at FrontRange. About FrontRange FrontRange is the global leader in Hybrid IT Service Management (ITSM) solutions for enterprises of all sizes. FrontRange is the only ITSM provider in the world that delivers Service Management software with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud. FrontRange manages millions of service interactions a day for more than 15,000 leading organisations around the world. FrontRange enables customers to deliver world-class service while maximising operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Pleasanton, Calif. and can be found at www.frontrange.com/ Follow us: @frontrange FrontRange Solutions Announces the Latest Offering in the Cloud 2012-08-30T02:20:00Z frontrange-solutions-announces-the-latest-offering-in-the-cloud SYDNEY - August 30, 2012 - FrontRange Solutions, the only ITSM provider in the world that delivers a Service Management solution with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud, today announced the latest FrontRange™ Cloud release, which includes the brand new FrontRange Cloud Discovery™ and Cloud Mobile for field service technicians. Other enhancements include extended offerings for FrontRange Voice and additional integration capabilities. Key new features to the FrontRange Cloud platform include: Cloud Mobile, which improves customer field service management engagements and extends the reach of service desk staff members to the mobile environment. FrontRange Cloud Mobile enables customers to provide quicker service, reduce duplicated efforts, improve decision-making and optimally allocate resources. Cloud Discovery & Inventory Management, which allows IT staff and service desk analysts to find, audit, and continually track every computer, server, network asset, major operating system and application – building a comprehensive and dynamically updated catalog of IT inventory. “After reviewing other cloud-based ITSM offerings, we found that the FrontRange Cloud solution would fit seamlessly into Five9’s growing business and scalability needs, and could easily integrate into our other business applications,” said, Dennis Kozura, Vice President of Development at Five9. “FrontRange Cloud is the most flexible, advanced and complete cloud ITSM solution available, enabling us to deliver world-class service to our clients while increasing our operational efficiency managing our market- leading cloud-based contact center software platform.” Additional enhancements to the FrontRange Cloud platform include: Cloud Voice, which combines the power of the phone infrastructure with the service desk solution. Cloud Voice enables automatic password reset, 24/7 support, and voice self-service resulting in extended service hours, improved agent productivity and better caller satisfaction. Extended integration capabilities with the ability to leverage existing applications, pre-packaged solutions and FrontRange Desktop and Server Management (DSM). With an integrated set of data, customers increase productivity, improve total cost of ownership and streamline their applications. “FrontRange Cloud is proud to offer customers a complete set of applications to improve their service desk operations in an integrated service management and client management solution. From a single vendor, we not only offer solutions to manage service desk processes and automation, but we also provide a complete view of any IT asset within our Cloud based solutions, or via a hybrid of cloud and on-premise,” said Kevin J. Smith, VP and GM of the Cloud Business Unit at FrontRange. For more information, please visit www.frontrange.com or follow us on Twitter @FrontRange About FrontRange Solutions FrontRange is the global leader in Hybrid IT Service Management (ITSM) solutions for enterprises of all sizes. FrontRange is the only ITSM provider in the world that delivers Service Management software with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud. FrontRange manages millions of service interactions a day for more than 15,000 leading organisations around the world. FrontRange enables customers to deliver world-class service while maximising operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Pleasanton, Calif. and can be found at www.frontrange.com/ About Five9 Five9 is the largest pure cloud-based contact center software provider with over 1,500 customers and processing more than 2 billion calls per year. The Five9 Virtual Contact Center and Predictive Dialer are revolutionising the contact center industry, bringing the power of the cloud to customer service, marketing and sales organisations around the globe. The company gives enterprises of all sizes access to sophisticated and innovative contact center solutions quickly, at a cost of ownership far lower than traditional premise-based solutions. For more information on Five9, please visit www.five9.com. Twitter: @Five9 Facebook: www.Facebook.com/CallCenterSoftware All Rights Reserved. GoldMine, HEAT, SaaSIT™, NetInstall, and other FrontRange Solutions products, brands and trademarks are property of FrontRange Solutions USA Inc. and/or its affiliates in the United States and/or other countries. Other products, brands and trademarks are property of their respective owners/companies.