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HEAT Service Management OverviewUNIXBusinessApplication

What is HEAT Service Management?
HEAT Service Management is a robust, highly flexible IT Service Management (ITSM) application, built on IT best practices that help customers meet the dynamic needs of a growing business and achieve the highest level of service quality, delivery and performance. We offer the best Hybrid IT experience you'll find in the industry, guaranteed.
Buyer's Guide

Download the Help Desk Software Buyer's Guide including reviews and more. Updated: January 2022

HEAT Service Management Customers
AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
HEAT Service Management Video

Archived HEAT Service Management Reviews (more than two years old)

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Essa Athamneh
Technical Manager at PRO TECHnology
MSP
Easy to use, has a user-friendly interface and very good pricing
Pros and Cons
  • "The solution is easy to use and has a user-friendly interface"
  • "There's a lack of integration with other products. This needs to be improved."

What is our primary use case?

We primarily use the solution as a ticketing system for end-users in the banking sector. For example, for the employees who need a ticket for troubleshooting something like Outlook issues, etc. The solution is basically a helpdesk software.

What is most valuable?

I don't work deeply with the product. However, the pricing is quite good. It's much cheaper than ServiceNow and other related products.

The solution is easy to use and has a user-friendly interface.

What needs improvement?

There's a lack of integration with other products. This needs to be improved.

Technical support needs improvement as well. There's a lack of technicians and resale engineers in our country.

The user interface is good, but it could still use a bit of improvement.

For how long have I used the solution?

I've been using the solution for one year.

What do I think about the stability of the solution?

The stability of the solution is good.

What do I think about the scalability of the solution?

The scalability of the solution is good. You can buy based on agents, so we haven't faced any limitations.

How was the initial setup?

The initial setup is straightforward. The time it takes to deploy depends on the customization. Some customers need more customization than others. It could take anywhere between one and four weeks.

What other advice do I have?

We use the on-premises deployment model.

In terms of advice, I'd suggest others focus on the main features such as problem tickets, escalating tickets, ticket flow and support for mobile applications. 

I'd rate the solution eight out of ten. I'd rate it higher if it had better integration capabilities and better support services.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner.
AubreyMokgadi
Principal Accountant at a government with 51-200 employees
Real User
Top 5
Good incident management and escalation but it is difficult to learn and customize
Pros and Cons
  • "The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
  • "Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."

What is our primary use case?

We have a support center where we log in and track user queries. We provide support for web accounting solutions. Whenever they have problems they log them through us, then we use the HEAT system to log in and report accordingly to management.

We use the on-premise version. I just wanted to emphasize that it is on-premise, but it's sitting at our central server, so we can log in from that server.

What is most valuable?

The main feature for us is incident management, as it assists me in knowing my assignments because we have group assignments. When we go to the group assignment they can assign it to me there.

Escalating to a third party is another useful feature. We have outside support for our internet service provider to help us with issues that we can't handle internally.

What needs improvement?

My role is self-service. Sometimes I can't get the reports that I want until I go to the manager. His role allows for more reporting options, whereas mine is rather limited. Sometimes I feel even they need to put more into the new report. The standard reports are great, but they do not communicate as much.

Another thing is to have more ownership, in terms of centralizing my support internally within my team. This solution is also used by our other departments, so it is set up in a way that even other IT officers can access. However, we don't do the same thing with it. We give support to the department. I give support to my sites, which are outside my vicinity.

Things are mostly set by the consultants themselves, but as an institution, we might have our own thresholds, in terms of how we scale up, score, or rate the level of seriousness of an issue. For example, what I term as a high-level query would be when the site server is down. I have to do that within 24 hours. We asked the consultant to put that into the system, but there's nothing that has happened so far. In terms of the severity of the problem, we were still stuck. We need to know how to handle those thresholds. 

I think our problem lies with training or perhaps capacity. The minute we get proper, simplified documentation, because the manual that we were given is not as user-friendly as possible.

We can get our messages via Outlook. I would like to be able to add alerts. For example, when you've been assigned to a particular query it should follow it up with what time the ticket will breach. They need to be looked into this, because sometimes it's just too short, especially when you need to escalate. 

Another thing is when you have to wait, maybe you should ask for more info. You may have to stop the service for some time until you gather all the information and work on it.

I think those are some of the things that we need to address. We have a whole lot of issues.

For how long have I used the solution?

We've been using this solution for two or three years.

What do I think about the stability of the solution?

It is not necessarily stable. It is stable for others, but they are times where we can't access it. You'd find it works on a particular browser but not another one. Sometimes I do have a challenge to log in from my desk, but when I go to a colleague's desk I can log in. I don't know if it's my web client or something else.

What do I think about the scalability of the solution?

It's quite scalable. In our organization, we have about ten users, but we are actually looking at increasing it to the 38 sites we currently have. We're looking at taking it to all 38 sites. The IT officers can then login and escalate to us because we are the second line of support, where they are the first. We want people to go through them first if they can handle it internally. If not, they escalate to us and if we can't handle it either we take it to an outside third party or whoever we have engaged to carry out that level of support.

How are customer service and technical support?

The support that we're currently getting is just not there. The provider of the system is saying that we need to have a support agreement outside the implementation. It becomes something else, another added cost. We already spent money on the installation, but now we will try to get by on our own, so currently we are not getting any support.

How was the initial setup?

The initial setup was very complex. I think the skills transfer from the consultants or service providers is also problematic, as they can't show you everything. They will just give you what you need, so I believe that sometimes they were rather stingy with information. That is why I ended up going online trying to get more info.

What about the implementation team?

We used a consultant called the International Computers Limited Botswana, who deployed for us and we only had access. We don't even know how the implementation was carried out. We only know how to use the system. We had a good experience with them, but we're not entirely happy, because every time we hold another meeting, they never go anywhere. On the contrary, it is actually attracting more costs for us. That is something that we're still fighting about. We don't really know how they want to do business. Is it to get more funds from us or are they working in good faith?

What was our ROI?

There was a big return on investment, provided we got a proper skills transfer and proper training on our part, as well as good reports, the way we want them to be. We would like the reports to be in our own template, for example. We don't even know how to customize a report. That should not mean we have to go back to the consultant and they do it at a cost. It's something that we try to avoid. We want a system where we can handle our things ourselves.

What's my experience with pricing, setup cost, and licensing?

If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms of our local currency, it's about 20,000 per license for each user. It is an annual fee.

Which other solutions did I evaluate?

There was an open-source solution in South Africa that we evaluated. The system allowed us to log in, but the problem was with the government. They don't want their information going outside their networks. That's where the challenge was.

What other advice do I have?

It is a good system, as long as you've got everything you need. Sometimes a customer needs to customize it according to how he or she works. If that could be done prior to being handed over the system and tested to its final configuration, it can actually work.

If there's an improvement in the reports, this would be much easier to recommend. One key aspect where they are still behind is in the reports. The reports that are standard don't actually provide what you require as a customer appropriately.

For now, it is a six out of ten.

That is taking into account my issues with the web client, reports, and their knowledge base. We try to get a knowledge base, but for now, all we've done is put in term resolutions. In terms of accessing them, however, it's difficult to even publish articles or resolutions into their system. The process there is quite lengthy. I would have assumed if I put in a resolution it should take it straight into the knowledge base, but I have to now go back and publish it for me to see it again.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
Find out what your peers are saying about Ivanti, ServiceNow, Atlassian and others in Help Desk Software. Updated: January 2022.
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David M. Colburn
Senior IT Service Management & ServiceNow Consultant at Independent
Real User
Built-in integrations help to implement basic service desk processes
Pros and Cons
  • "This is an excellent alternative to ServiceNow for smaller companies."
  • "Configuration requirements are extensive, even in basic Service Desk processes."

What is our primary use case?

This is an excellent alternative to ServiceNow for smaller companies. It is configurable with fundamental ITIL process integrations built-in. 

It is primarily a Service Desk-focused tool at this point, but Ivanti is working to build-out Release, and improve Knowledge Management. 

How has it helped my organization?

The State of Idaho has standardized on Ivanti. However, there is no common tool design and implementation strategy across all State agencies for critical integration requirements like the CMDB data model, categorizations, Priority schema, etc. 

Ivanti is a great tool for initial ITSM transformation efforts as long as you have ITSM strategic planning help that includes training on the value of other critical ITIL processes in transforming IT from managing tech components into an IT organization focused on optimizing business processes.

What is most valuable?

Basic Service Desk processes are easily implemented "out of the box" with some guidance. Guidance must include integrating the categorization schema with a CMDB drill-down capability to ensure the CI is selected appropriately. Some VARs will recommend you don't require a CI be selected in Incident, which defeats the power of ITIL process integration for the more advanced ITIL functionality. 

What needs improvement?

Because it is so new, the really valuable processes like Release, Availability, and Financial Management are just bare bones. Configuration requirements are extensive, even in basic Service Desk processes.

The categorization schema is not linked to the CMDB data model. This requires you to categorize twice, a pre-ITIL help desk approach that allows Service Desk agents to defeat the real value of linking processes via the CI involved.

For how long have I used the solution?

We have been using this solution for six months.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
it_user357528
Principal Consultant at a tech services company with 501-1,000 employees
Consultant
Our organization now has a central self-service capability for both our employees and our customers on a single platform.

Valuable Features:

It is a strong platform as a whole, and with built-in wizard-driven workflow and business rules engines, you can’t go wrong. 

For me, one of the key features is the Service Catalogue and its Service Owner role. This combination allows organizations to roll out tailored service request offerings lighting fast without coding or deep technical knowledge.

Improvements to My Organization:

We use it internally and externally for our customer center, code name iHelp. Our organization now has a central self-service capability for both our employees and our customers on a single platform. 

This has brought many process fulfillment efficiencies to us internally and, for our customers, a single, reliable channel to access our services and track progress on their items.

Room for Improvement:

We work closely with the vendor and have already submitted enhancement requests mainly around integration capabilities. Currently, the solution only supports SOAP web services, but a REST interface is on the roadmap and has been confirmed for mid-next year.

Other Advice:

Understand that this product is a great investment. It has a flexible architecture that allows you to switch between cloud and on premise. It is a product that will grow with you and easily adapt to your enterprise service management process changes in the future. It is HTML5-based and very easy to configure and implement.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
it_user158724
Technology Manager at a educational organization with 1,001-5,000 employees
Vendor
We customized the workflows for our needs.

What is most valuable?

The ability to totally customize the screen and workflows to fit your processes.

How has it helped my organization?

We were able to build in a Notes and Questions field on the Call Logging screen. When the Service Desk Rep would select the Call Type it would show the required things to do to resolve the issue. It would also show where to route the ticket if they could not resolve the issue.

What needs improvement?

The process to add fields is time consuming and requires the system to be offline while you apply an Edit Set.

For how long have I used the solution?

4 Years

What was my experience with deployment of the solution?

No – since we were upgrading from version 6 to 8 and using all new servers we were able to stand up version 8 and get everything setup and tested before we cut over.

What do I think about the stability of the solution?

No, HEAT was very reliable and never went down.

What do I think about the scalability of the solution?

No – we had a site license so we had unlimited users. Also we setup a Citrix solution to use for the sites not in the main office were 80% of the user base was located.

How are customer service and technical support?

Customer Service:

Excellent

Technical Support:

Excellent

Which solution did I use previously and why did I switch?

No, when I arrived we were using version 6 and I was tasked with getting us to the current version at the time which was 8.

How was the initial setup?

Since I was already very familiar with HEAT it was not difficult setting up version 8.

What about the implementation team?

We used in-house resources to implement. I did attend training from the vendor who was our VAR. They did help us setup Change Control in the system using a set of Detail Screens and workflows.

What was our ROI?

Our First Call Close rate for the Service Desk was 70-80% once we got all the workflows and Notes and Question screens populated.

What's my experience with pricing, setup cost, and licensing?

Our cost was 50K a year to be in Maintenance so we could call FrontRange for support. We ran version 6 for many years with no cost.

What other advice do I have?

Determine if you need to make a lot of customizations. FrontRange now offer HEAT as a SAS, I am not sure if that allows for the customizations I had with it hosted in-house.

Disclosure: I am a real user, and this review is based on my own experience and opinions.