FrontRange roll-out continues with launch of enhanced apps, new modules

FrontRange Solutions, a global leader in IT service management, voice application, and CRM solutions for growing and distributed enterprises, has introduced an enhanced version of its IT Service Management (ITSM) application as well as additional modules for inventory and knowledge management that will help improve the performance of IT departments and support organisations.

The performance improvement offered by ITSM and the Inventory Management and Knowledge Management modules is available to new customers as well as to existing ITSM and HEAT customers through increased functionality.

Tracey Newman, managing director of FrontRange Solutions SA, says these releases and the complementary functionality they deliver are excellent opportunities for the company`s installed base to obtain enterprise-class functionality at exceptional value.

"Our installed base, as well as new markets that were previously addressed by legacy enterprise players, will continue to benefit as we execute to our aggressive roadmap that offers seven new ITIL-verified modules."

Within the advanced solution framework, FrontRange delivers a valuable solution that has high application functionality, fast time to deploy, high ease of use, and low total cost of ownership. Updates to ITSM 5.0.4 include:

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* Outlook calendar integration to automatically or interactively add and update task items to public folders or a recipient`s default tasks folder.
* E-mail parsing for mapping e-mail content to update objects within ITSM.
* Enhanced LDAP Integration for scheduling imports with specific users or record limits. Inventory

Management is part of the Infrastructure Management solution set, which integrates with IT Service Management to provide a complete business services view. The FrontRange Inventory Management Module provides automatic discovery capabilities for collecting data on computers, printers and network devices that are network connected. It also is also designed to enable non-network connected assets to be managed by providing a manual interface for inventory items to be entered into the change management database.

The release of FrontRange Knowledge Management answers the customer wish list for a knowledge base that allows users to identify and share information across multiple data sources, and to refine it as needed to keep the data useful and up to date. In addition to increased customer satisfaction, business drivers for a knowledge management solution include increased support bandwidth, lower support costs and reduced employee burnout because providing the help-desk frontline with consistent, correct responses to service calls gives staff the ability to resolve more issues and improves their morale.

Says Newman: "Service desks can be a negative environment because people phone when they have a problem. Giving frontline staff the ability to resolve more issues faster with integrated knowledge improves staff morale and customer satisfaction. For every 100 second-level incidents resolved by these frontline staff, an organisation may save up to 60% in operational costs."