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FrontRange has rearchitected its service desk application, HEAT, to run on .NET-based technology with the release of its latest version, 8.3.
This follows FrontRange's release earlier this month of its IT Service Management (ITSM) products, 5.01, which also were newly configured on the Microsoft .NET platform. These include Problem Management, Change Management, Release Management, Configuration Availability Management, and Service Level Management.
The move to the Microsoft .NET platform makes the application more affordable for companies to upgrade their systems in order to meet IT Infrastructure Library (ITIL) standards, Frontrange claims. The new foundation also allows existing HEAT customers to bolt on the new ITSM modules more easily.
Competitive Edge
"With FrontRange's launch of IT Service Management, we provide customers with a new .NET architecture and integrated modules that are easy to install, maintain and administer," says spokesperson Lori Samolyk.
The move to .NET also gives Frontrange a competitive edge, she adds. "Our competitors are plagued by old architectures and systems that are difficult to install and maintain," she claims.
"None of our competitors offers new .NET-architected and based technology -- especially with all new products being built on the same foundation -- which greatly eases the burden of administration."
The functionality and .NET architecture introduce a new dynamic in the service desk space, according to John Ragsdale, senior research director for Forrester. "These new products, on a .NET platform, include surprisingly complex functionality across incident, problem and change management," he notes.
Standards Friendly
Last December, FrontRange stepped up efforts to increase the number of its global partners in order to better support its technology shift. In addition to upgrading HEAT, the company has revitalized its IP-based contact center product, IP Contact Center 3.7, to work with SIP-based VoIP gateways.
New IVR and unified messaging platforms, according to Andrew White, business development director for Europe, the Middle East and Asia, require partners that have skill sets in VoIP and SIP standards.
"We want to add resources to our historical partners and bring on new partners worldwide in order to support our new releases," he says.
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