SERVICE MANAGEMENT PLATFORM CAPABILITIES THAT SUPPORT ANY SERVICE DELIVERY BUSINESS NEED
Imagine the depth of service and functionality required by IT extended to every part of the business. HEAT Service Management Platform provides a quick and easy way to extend service management capabilities to all business areas across one easy-to-manage platform. It allows businesses to leverage the service management experience in other departments, such as human resources, operations, and facilities. HEAT Service Management Platform enables the development and deployment of multitenant, extensible and scalable business applications throughout any company. Clients can manage the technology on behalf of these business units and authorize each division to subscribe to services and access the functional capabilities necessary to manage and process the service.
This next-generation Service Management platform is designed to help companies realize the vision of an extensible, entirely configurable, fully integrated workflow-based application platform. Robust features such as business process management, governance, analytics, user experience, and social-focused services are embedded within the service management solution. These functions are entirely configurable in the solution, so any divisional need can be met and maintained from either an on-premise, cloud or hybrid infrastructure. New deployment models for outdated or under-consumed business services are now obtainable within the HEAT Service Management platform.
Benefits of an Extensible Service Management Platform
Adaptable Use of Resources
Now businesses can utilize a platform that fully supports the ever-growing and constantly changing landscape of application development. HEAT Service Management Platform allows companies to focus on delivery of services needed by the business and allocate resources accordingly with an easy-to-adapt, easy-to-leverage solution. Resources can be focused on supporting the business, no matter what cost model the business requires.
Flexible Multi-Tenancy Option
With a flexible platform, it’s easy to give additional business units the ability to create and publish service management capabilities. Each division, business unit, or ‘tenant’ has secured access to its data, business processes, and analysis. Any feature or function can be managed within the framework, so all types of services can be consolidated into a single solution. The platform has the ability to meet changing capacity demands in real time, deploying relevant services on-demand out of a tenant-shared pool of resources.
Scalability on Demand
HEAT Service Management Platform is the ultimate tool for supporting a diverse and growing global customer base. Services can be created, consumed, and delivered based on the demands of the business, regardless of location. The powerful platform supports the business through all business changes and cycles.
Develop Productivity in an Agile Environment
Flexible service creation options make it easy to customize service for every business unit. Development and distribution is quick, easy, and intuitive, utilizing a simple process that walks users through every step, from initial design to final deployment.
Build Your Own Best Practices
The HEAT Service Management Platform solution provides the tools needed to manage business best practices. Workflows, approvals, tasks and other company procedures can all be managed in the way that best match unique business needs. Business practices for service teams such as facilities or human resources can be built, managed, and manipulated over time.
Less Overhead and Business Burden
Sometimes large organizations have hundreds or thousands of services that need to be managed and delivered. HEAT Service Management Platform takes the weight off common business application development and support constituents. Web based operational tools are secure, accessible from anywhere, and can be quickly configured to support any division that requires service. Services can sometimes be a burden to the team required to create and support them. The HEAT Service Management Platform lessens this burden by decreasing the amount of time it takes to manage, develop and maintain the service. These services can be centrally managed from a single solution, as opposed to more complex multiple point solutions, helping further lessen lifetime costs.
Complete Governance
HEAT Service Management Platform enables customers to plan, design, implement, build, extend, operate, run, and maintain their extensions. An entire audit chain is managed within the application platform so any extension to the business can be properly governed.
Appropriate User Experience Platform
The platform provides business users with a powerful solution for locating and requesting services. The solution offers a simple and clean user interface to publish services to any area of the business. Searching and tracking services is easy and intuitive. The end user experience can be configured so each business user or division can have the look and feel they desire. Self-service features help users access the services they need more quickly, helping them research, locate, and request a service with ease.
Centralized Platform
With the flexible solution, any service needed by the business can be generated and managed via one central platform. All the tools needed for the service are centralized, so teams can utilize a one stop shop for all platform capabilities. No longer are customers required to cobble together multiple point solutions to provide a service. The end-to-end service delivery process can be managed with HEAT Service Management’s extensible platform.
The platform’s extreme flexibility and configurability offer limitless service possibilities. Ramp-up time for development resources is quick and painless, and the end user can quickly gain access to their services for smooth operations.
HEAT Service Management Platform Capabilities That Support Any Business Service
HEAT Solutions are entirely configurable and can match any divisional, geographic, or business service requirement. Common features available via HEAT Service Management Platform include:
•Extensible Service Manage Capabilities. HEAT Solutions are built on a platform that enables any customer to extend the reach of core service management components to areas of the business requiring a service-based solution, including Human Resources, Facilities, Customer Service and Support, and Operations teams.
•Application Management. The platform is designed with non-technical staff in mind, making it easy for them to configure any application component including screens, dashboards, and processes with intuitive configuration wizards. Business line managers can even configure their own services and templates with an easy-to-use step-by-step wizard. The solution platform supports any need across any area of the business and enables self-service monitoring, configuration, administration, and provisioning capabilities.
•Integration Platform. Integrated data and business processes from across the organization are available within the solution. Integration to peripheral areas of the business prevents services from becoming unrelated and provides a complete view of the service landscape. Service processes, tasks, and approvals are manageable within the HEAT Service Management Platform, and when a third party system process is needed for a complete service offering, the platform can accomplish this since it allows for integration. Platform integration capabilities enable a real-time service delivery and execution platform.
•Voice Interaction Management. The web based platform supports all types of interaction channels. One of the most requested interaction mediums is the phone. With an out-of-the-box Voice-enabled service management platform, the business can deliver a better experience to customers who prefer to communicate over the phone. Powerful integrated voice features such as automated call distribution, integrated voice response, skills-based routing, and screen-pop improve call handling and increase customer satisfaction. Customers can reset passwords, initiate and approve change requests, or
check service management status—all over the phone. Any type of client or service, both internal and external, and across any geographic region can be managed with the voice-enabled platform.
•Socially-Enabled Communications. The platform gives customers endless means of communication. Any service or support division can administer and publish information from various channels or portals that their business constituents require. Channels such as email, web, self-service, service catalog, and the phone are consolidated in one central location for the team to receive, manage, process and resolve end user service requests.
•Business Process Automation. Embedded within HEAT Solutions is a powerful business process engine designed to help companies establish and enforce principles and processes across the enterprise. Based on industry standards, the drag-and-drop workflow designer enables companies to quickly create and modify service management workflows, including fulfillment and approval requests. This automation and standardization is delivered to the customer via a self-service application, and any service request can follow defined processes, regardless of the channel, division, or business unit in which the service was initiated.
•Service Delivery Analytics. In order to properly analyze service management, the solution comes with numerous out-of-the-box dashboards and reports. Each company division may also configure their own dashboards and reports by leveraging the service analysis design module. Dashboards are provided to the business so they can get a clear picture of any service item, regardless of the unit the service supports. An action-oriented dashboard framework built at the forefront of the platform allows managers and end users to quickly create service analysis and grant users of all levels roles-based views into the appropriate area of the business.
•Business Unit and End User Experience. Different divisions of the business require various ways of interacting with their service providers. With the web based platform, the end user experience can be configured to best match how the client needs to interact with the services provided, or the individuals fulfilling that division’s service. Whether it is self-service, mobile, or over-the-phone, the solution can be configured to match any business goal.
HEAT Service Management – Extensible Platform
HEAT Service Management Platform capabilities provide a common architecture to support any type of service needed by or provided to the business. Clients have access to an unmatched range of service management capabilities in HEAT Solutions, and with an extensible platform customers can effortlessly utilize the solution to improve any division or corporate service
management requirement. This platform-based approach helps ensure that any organization can align themselves with their strategic business initiatives and tactical service management goals.
