FrontRange Delivers Enhanced IT Service Management Solution, Inventory Management and Knowledge Management Modules  (email this article)

DUBLIN, CA (November 2, 2005) FrontRange Solutions (Company Profile, Past Stories, Case Studies) extended access of its modular IT Service Management (ITSM), introducing a new enhanced version along with new integrated solutions for Inventory Management (IM) and Knowledge Management (KM). These modules from FrontRange, a global leader in IT service management, voice application, and CRM solutions for growing and distributed enterprises, are designed to improve the performance of IT and support organizations for new customers as well as offer increased functionality for FrontRange HEAT® and ITSM customers.

Lori Samolyk, Senior Product Marketing Manager for FrontRange Solutions, remarked on the strong suit the integrations provide to current customers as well as enterprise markets. “These releases and the complementary functionality they deliver are excellent opportunities for our installed base to obtain enterprise-class functionality at an 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 codifies experience and best practices for delivering a valuable IT solution that has characteristics of high application functionality, fast time to deploy, high ease of use, and with low total cost of ownership. New updates to ITSM 5.0.4 include:

· Outlook Calendar Integration to automatically or interactively add and update task items to public folders or recipient’s default tasks folder.

· Email Parsing for mapping email 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 computer, printers and network devices that are network connected and /or SNMP enabled. However, it also is also designed to enable non-network connect assets to be managed by providing a manual interface for inventory items to be entered into the CMDB via data entry forms.

The release of FrontRange Knowledge Management, built into the FrontRange Foundation for seamless integration for ITSM, answers the customer wish list for a knowledgebase 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.

“Service Desks can be a negative environment because people phone when they have a problem,” said Alastair Trower, FrontRange Solutions Product Marketing Manager. “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 organization may save up to 60% in operational costs.”

About FrontRange Solutions
FrontRange Solutions develops award-winning software and solutions used by more than 130,000 companies and over 1.2 million users worldwide to manage a wide variety of business relationships and provide exceptional service. FrontRange product families, designed specifically for small-to-medium-enterprise (SME) and distributed enterprise organizations include: GoldMine® for business relationship management, team-based contact management and sales force automation solutions; IT Service Management with HEAT® and ITIL® standards-based modules for complete service management; Communication Management including IP Contact Center for reduced telephony costs and increased agent productivity, streamlined customer service and communications; and Infrastructure Management, which provides the ability to optimize the full lifecycle of a company’s assets. Customers representing 44 percent of the Fortune 100 and 76 percent of the FTSE 100, include Coca-Cola, Shell Oil, Prudential Securities, Électricité de France, Mack Trucks, Campbell Soup, Avaya, Bechtel Corp, Bank of America, and Turner News Network. For more information, call (800) 776-7889 or visit www.frontrange.com.