DiscoverNET™ Integrates with HEAT Trouble Tickets, Enables Proactive Resolution  (email this article)

PLEASANTON, CA (October 13, 2004) – Network administrators are familiar with management consoles that display graphical maps showing all network devices as icons. But in the past, when an icon would turn yellow or red to indicate a threshold limit on CPU utilization or networking bandwidth, for example, the administrator would need to investigate, and then open a separate application for issuing an IT service request form, entering all necessary information manually.

Now, users who install the new DiscoverNET™ management console from FrontRange Solutions – the leader in Service Management and Customer Relationship Management (CRM) solutions for distributed and small to mid-size enterprise (SME) – are able to streamline network management incident resolution processes. Because DiscoverNET shares the same software foundation as FrontRange’s category-leading HEAT® solution for IT service management, network managers can accelerate resolution, simplify administration and elevate productivity.

“For many SMEs, the most challenging IT issue today is lack of manpower, and this new functionality reduces workload, simplifies problem resolution, eliminates typos, and increases speed of response,” said Kevin J. Smith, FrontRange vice president of products. “DiscoverNET essentially shifts infrastructure management from reactive to proactive measures. The net result for internal and external customers is better customer satisfaction and improved productivity, all achieved at a lower cost.”

By right-clicking on any network icon, HEAT will automatically receive critical information from the ailing network device about threshold limits such as CPU utilization or networking bandwidth , use automated business rules to suggest a course of action, and populate a trouble ticket in the HEAT system with all the relevant information, proactively facilitating speedy tracking, resolution and reporting. This improvement is part of the FrontRange strategy to enhance HEAT and offer a full suite of IT Service Management and Infrastructure tools.

For outward-facing IT service organizations that support customer networks, the combination of DiscoverNET and HEAT provides vision into the customer network coupled with powerful resolution and tracking tools. Other FrontRange modules such as VoIP call center routing and queuing can be added on the same platform as the organization grows, for unprecedented ability to serve customers quickly. This same set of benefits applies to distributed enterprises, which manage internal infrastructure across multiple locations and geographies.

FrontRange Solutions Partners are now equipped to help SME customers expand their use of HEAT, offering new tools, ITIL compliance, and a variety of cost saving capabilities.

About FrontRange Solutions
FrontRange Solutions USA Inc., is a leading international provider of Service Management and CRM solutions that have been used by more than 130,000 companies and over 1.5 million users worldwide to automate and manage IT projects and customer-facing initiatives.

A leader in consolidated sales and service solution suites, FrontRange established its reputation with the award-winning GoldMine® family of solutions for business relationship management, team-based contact management and sales forces automation; and with HEAT® solutions for complete service management, including Help Desk, Knowledge Management, Asset Management and Service Level Management.

FrontRange’s expanded family of solutions includes: IT Service Management (including HEAT®), Infrastructure Management, Contact Center Management, Customer Service, and Sales, Marketing & Relationship Management (including GoldMine®). FrontRange products are designed specifically for small- to mid-sized enterprises and distributed enterprises. Customers represent over 50 percent of the Fortune 500 and over 75 percent of the FTSE 100. More than 80 diverse industries use FrontRange products, including Coca-Cola, Shell Oil, Prudential Securities, Électricité de France, Mack Trucks, and Turner News Network. For more information, call (800) 776-7889 or visit www.frontrange.com. ###