HEAT 9.6 from FrontRange is now available, offering users Web-based Mobile Field Support and Managers Monitor.
A dashboard reporting tool, HEAT Mangers Monitor delivers insights into the performance of the service desk. HEAT Mobile Field Service provides a mobile interface for an iPhone or iPad, offering access to relevant assignments, customer data and data-logging functionality.
According to Dennis Callaghan, senior enterprise software analyst at 451Research, this kind of solution delivers helpdesk access to end-users any time, regardless of location, allowing them to reduce the amount of time taken to find a resolution.
The new functionality of HEAT Mangers Monitor provides interactive, threshold-based dashboards and allows managers to monitor performance indicators and perform basic analytical tasks. The Managers Monitor is completely Web-based, and, according to FrontRange, boasts a drag-and-drop interface, a flexible layout, and active integration with the HEAT call log system.
HEAT Mobile Field Service allows agents to field complete service desk functionality and remotely manage incidents and assignments. This leads to streamlined workflows and faster problem resolution, says FrontRange. HEAT Mobile Field Service also supports instant data logging, features easy access to customer information, and is configurable to meet the unique needs of the business.
"FrontRange remains an innovative player in the IT service management market, with products that meet market needs and match the latest end-user trends," Callaghan concludes.
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