Service Management in the Cloud
– Sabrina Hengehold, Public Relations Manager for FrontRange, posts:
Sinclair Community College, has adopted FrontRange HEAT Cloud Service Management. With HEAT, Sinclair Community College supports tens of thousands of Sinclair students and teachers who rely on their smartphones, tablets and laptops to connect to the college’s online services anywhere, anytime.
Sinclair’s rapid growth requires a modern service desk solution that can improve IT and administrative services to users while lowering operating costs. The process of administration and updates is so much better in the cloud, says Jeanna Reedy, manager of user support at Sinclair Community College. Moving to HEAT in the cloud has saved us a tremendous amount of time because we don¹t have to upgrade software and manage servers and other hardware. Now we can spend our time implementing new processes and planning for future changes that will deliver better service to our users, rather than just keeping the helpdesk system up and running.
Sinclair uses HEAT to manage IT incidents and problems for 25,000 faculty, staff and students. The IT team primarily uses HEAT incident, self-service, knowledge and reporting modules. In the next phase of deployment, Sinclair will roll out HEAT¹s asset management, change management, voice and service catalog modules.
HEAT Cloud Service Management will also be used to automate many of the college’s IT service requests such as system access to a shared drive or a name change, as well as processes to replace aging web or paper forms. Using HEAT’s workflow automation makes processes faster and more accurate, says Reedy. Right now, a user has to fill out a form, which is emailed to the service desk, and we create an incident that we work with. Now, the incident is already created and the analyst can get right to work. That will save time.
FrontRange worked closely with Sinclair throughout the migration from their prior on-premise version of HEAT to HEAT Service Management in the cloud. FrontRange support has been awesome, and they do everything they can to fix a problem in a timely manner, says Reedy. FrontRange has met all of my expectations.
The service desk is now the operational hub of many organizations, and Sinclair College is a good example of this, said Kevin J. Smith, VP & GM of the Cloud Business Unit with FrontRange. By automating many of the traditional service requests that used to consume valuable IT resources, Sinclair is now able to address the needs of its growing student and faculty population in a more timely fashion. And this is freeing up strategic IT resources to address new initiatives that improve the efficiency and reliability of Sinclair¹s campus-wide operations.