The HEAT family is a comprehensive service solution, combining core technologies with a variety of expansion options, so any enterprise can build a tailored solution:

Key Benefits and Features of HEAT Service and Support 9.0

• Flexible, easy to configure workflow automation — Using HEAT’s Business Process Automation Module^™ (BPAM), the HEAT Messaging Center, and AutoTasks, users can quickly and easily customize and automate the workflow and processes including escalations, employee set-up, and change processes; all without the need of a programmer.
• Fast time to benefit — With HEAT’s Graphical User Interface for form design, as well as over 20 years experience in the Service Management industry, customers are able to get the HEAT system up and running typically within one to two weeks.
• Centralized reporting — With the HEAT Manager Console™ dashboard reporting capability, combined with the HEAT Answer Wizard™  and its more than 200 predefined reports,  managers are able to quickly get answers to key business questions and actively monitor the support center status in real-time.
• Easy integration — Using HEAT Messaging Center, quickly and easily create web services to create and update configurations, customer records, or service requests using 3^rd party tools.  HEAT also can pass data to any receiving web service automatically.
• Automatic email monitoring — HEAT automates inbound and outbound email communication, allowing the service organization to better use resources - emails are monitored based on key words to auto-generate Service Requests; existing Service Requests can be updated based upon a customer reply.
• Administration without a programmer — Need to capture additional data in a service ticket or tweak the workflow for your change process?  With HEAT, changes to the system, user interface or workflow can all be done quickly and easily, all without a Programmer or Software Developer

Solutions to Augment Your HEAT Help Desk

• IT Asset Management — Unified IT asset management for the service desk.  HEAT® Service and Support integrates with the Prism Software Asset Management Suite to accelerate troubleshooting. Prism Asset Manager feeds all captured asset discovery information to the HEAT help desk console, so end-to-end incident management is streamlined, saving time and cost at the help desk while dramatically increasing first call resolution rates.

• Client Lifecycle Management — Unified service request fulfilment for the service desk.  Prism Suite Client Lifecycle Management extends HEAT by automating the end-to-end client lifecycle. The combined solution suite provides unified remote support and advanced desktop and server provisioning tools.  With PC Lifecycle, incident managers will speed up resolution efforts and problem managers will reduce their dependency on a higher level of expertise.

• Self Service — Increase customer satisfaction and lower service costs when end users submit service requests, get status updates, or efficiently find their own answers over the web.

• Knowledge Management — Improve service agent efficiency when real-time service content is captured in an easy-to-access knowledge base.
• Mobile access — This service desk solution turns a Blackberry® smartphone into a mobile service desk client.