With FrontRange IT Service Management, and a best practices approach, Balfour Beatty Construction effectively launched a centralized, ITIL compatible service desk in less than six months.

The Greyhound help desk supports employees and agents in the U.S., Canada, and Mexico. One of the top concerns for the help desk is resolving connectivity problems and procedure assistance with the passenger ticketing system. Until 1997, Greyhound relied on a file-based system to manage all help desk calls, which meant that when the server crashed, indexes were corrupted and off-line for hours. Any fixes, changes or customizations involved extensive programming.

With comprehensive incident and change management capabilities, HEAT, Avante Solutions and the change management module have allowed GTAA to take much of the turbulence out of IT change and incidents. HEAT centralizes all activities, giving the Service Desk a big-picture view - where change is taking place, trends in calls and problems, and how to shift resolution responsibilities."By centralizing the change management database within HEAT, we can coordinate change more effectively," Sharrard said. "Ultimately this leads to a better utilization of staff time and company resources, which means less down time and which keeps customers happy." As a result, customer complaints have decreased while positive comments have taken off. Using HEAT business rules, the Service Desk will soon automatically send satisfaction surveys to customers upon closure of tickets to give the department a window seat view into its performance. Most importantly, HEAT helps keep the airport's IT infrastructure - and all that depends on it - humming like a well-oiled machine.

A teaching and regional referral center, New Hanover Regional Medical Center (NHRMC) offers specialty medical and surgical care to patients in the Wilmington, NC area. But despite providing state-of-the-art medical care, the help desk infrastructure that supports NHRMC’s 4,000 staff and physicians was significantly behind the times. A Tier 1 help desk staff of four was attempting to support 2,800 PCs running almost 400 different applications, using a FrontRange Solutions HEAT® 5.01 implementation that was at least six years old.

Since implementing HEAT and GoldMine, RIA Compliance enjoys many happy returns. The systems have proven to be unfailingly reliable and fast performing, making it possible for the company to dramatically cut its support system maintenance costs, adapt the systems to ever-changing needs, centralize contact details, and best of all, earn priceless points with customers. "We want support to be a reason customers not only stay, but buy more from us," Bennight explained. "We want the kind of tools that are going to help us do that. With HEAT, WebCenter and GoldMine, we're able to accomplish that for a fair price and all the functionality we could need. We're proud to say we delivered early and we delivered a system that our customers tell us is better, more robust, more intuitive and more stable."

With 1000 IT users in 16 subsidiaries the IT support division of food service wholesaler DeliXL in Ede are always busy. 12 months ago, the number of reported service requests amounted to over 600 a week. This number has now been reduced to approximately 400 but still needs to be brought down further to a level of about 250 incidents and service requests per week in a year’s time. Besides standardization of the infrastructure and user education, their new implementation of IT Service Management from FrontRange Solutions plays an important role in this improvement process