FrontRange Solutions, Inc. has been ITD’s Customer Service Management software vendor for over 15 years now; whereas ITD and several other North Dakota state agencies are currently using FrontRange’s IT Service Management solution called ITSM. This year FrontRange announced they have developed a hybrid IT service management strategy; delivering a new product called HEAT 2013. This hybrid product is designed to provide customers with the flexibility of a choice; supporting on-premise, multi-tenant cloud, and/or hybrid deployments from a single, unified platform.
HEAT 2013 was released at the end of May for general availability, with a migration path for existing customers planned for later this summer. ITD’s roadmap for migration to this new platform will be planned later this fall. ITD is very excited for HEAT 2013 and all it has to offer in advanced technology features for its user; and for our customers we look forward to enhancing your experience by providing a customer self-service portal. This new platform also allows for integration of incident management and request fulfillment. That being said, we embrace FrontRange’s branding…”The HEAT is on!”
ITD offers enterprise service level contracted, customized, 24/7 Tier-1 support to agencies as an alternative to managing their own internal service desks.