An Overview of FrontRange Presenter Name Presenter Title
August 29 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 2
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 3
Customers
Headquarters
Company
Product
bull Global leader in Hybrid IT Service Management (ITSM) solutions bull 20+ years of technology leadership
bull HEAT manages millions of service interactions a day for more than 15000 leading organizations of all sizes around the world
bull Based in Silicon Valley CA bull Offices and partners in 45+ countries worldwide
bull Only ITSM provider that delivers Service Management solutions with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud
FrontRange At A Glance
copy2012 FrontRange All rights reserved Proprietary amp Confidential 4
Hybrid Defined
bull On-Premise ndash Located within the company firewall HEAT perpetually licensed solutions are installed locally at a customer site where company resources typically help implement maintain and manage business solutions
bull Cloud ndash Located outside the company infrastructure and accessible via the Internet HEAT subscription-based multi-tenant solutions are provided to customers via a secure environment supported and maintained by FrontRange
bull Hybrid ndash Incorporating both HEAT On-Premise and Cloud applications for a complete Service Management solution Customers have the choice of utilizing either the cloud or on-premise deployment options including a combination of the two models to support their business needs
copy2012 FrontRange All rights reserved Proprietary amp Confidential 5
Established Success in IT Service Management
Strengths bull ldquoFrontRange ITSM makes good use of integrated processes
and functions consolidated in a single user interfacerdquo bull ldquoFrontRange has multiple offerings in the IT service desk
tool space enabling it to sell to customers of lower maturity levels initially then to move them onto ITSM tools when the appropriate maturity level is achievedrdquo
bull ldquoThe vendorrsquos brand recognition is very strong with its history in the space and its customersrsquo footprint on it productsrdquo
bull ldquoFrontRange ITSM includes content from its discovery engine to show infrastructure component interdependencies to assist analysts in making better decisionsrdquo
Source Gartner Magic Quadrant for the IT Service Support Management Tools August 20 2012
ldquoIt has invested heavily in the development of its multi-tenant SaaS solutionrdquo
copy2012 FrontRange All rights reserved Proprietary amp Confidential 6
ldquoDSM functionality is intuitive allowing IT staff to start using the product quicklyrdquo
ldquoFrontRange Desktop and Server Management (DSM) is an easy-to-use client management productrdquo
Established Success in Client Management
Strengths bull ldquoPackage building has long been a
differentiator for DSMrdquo bull ldquoFrontRange DSM offers 170
canned tasks which are particularly useful for organizations that lack technical configuration management expertiserdquo
bull ldquoDSM has strong Citrix XenApp management capabilitiesrdquo
Source Gartner Magic Quadrant for Client Management Tools January 31 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 7
ldquoFrontRange ITSM is not simply HEAT rebranded Itrsquos an entirely new software product aimed at more mature Service Desks If an integrated full service catalog is a requirement FrontRange ITSM should be on your shortlistrdquo
Established Success in Enterprise Service Desk
Strengths bull ldquoIncludes a fully integrated
workflow builder and automationrdquo bull ldquoOffers a full service catalog with
shopping cart functionality a feature unique to this product within this evaluationrdquo
bull ldquoEnd-user and technician portal is a fully featured distinct and customizable applicationrdquo
bull ldquoBuilt-in Remote Desktop and server management solutions are optionalrdquo
Source Info-Tech Research Group Enterprise Service Desk Vendor Landscape July 2012
Cherwell
Remedy
ServiceNow
CA Service Desk Manager
FrontRange ITSM
HP Service Manager
IBM SmartCloud Control Desk
Omninet
copy2012 FrontRange All rights reserved Proprietary amp Confidential 8
Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 9
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 10
Barriers to Success Low level of integration between multiple ITSM solutions
Key Barriers
bull Disparate end user service management inventory client management tool sets
bull Organizational silos bull Lacking defined end-to-end
processes workflows bull Technical challenges and cost of
integration of many point solutions
31
29
13
12
10
6
Multiple solutions in place andsome solutionstools are
integrated
Multiple solutions in place andnot integrated tools and
solutions that do not work inhellip
We have one toolsolution inplace for all ITAM and ITSM
processes and tasks
Multiple solutions in place buthighly integrated
We have no solutions in placeto manage IT assets or IT
services
Dont know
0 5 10 15 20 25 30 35
Source IDG Research Survey September 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 11
Source CIO Peer2Peer Research Panel between June 25 2012 and June 27 2012 Q6 When sourcing IT service management solutions for your organization do you prefer to utilize Base 95 respondents at organizations with at least 1000 employees
Hybrid Preferred 55 prefer a mix of cloud and on-premise solutions
Preference for Type of ITSM Solutions
13
33 55
Cloud-based solutions On-premise Solutions Hybrid Model (Mix of on-premise amp cloud solutions deployed in the business)
copy2012 FrontRange All rights reserved Proprietary amp Confidential 12
On-Premise Model Not Going Away By 2015 New Purchases 50 Cloud amp 50 On-Premise
13
ldquoThe flip side of our prediction that 50 of all new IT service desk tool purchases will utilize the SaaS model by 2015 is that 50 will use the perpetual modelrdquo
ldquoThe SaaS model will continue to grow in popularity until 2015 when interest will begin to level offrdquo
Source Gartner SaaS Continues to Grow in the IT Service Desk Market March 29 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 13
SaaS Moving Back to On-Premise By 2014 30 of SaaS Will Switch Back to On-Premise
13
ldquoSaaS-based ITSM tools appear to provide cost savings However failure to account for the resources to implement integrate operate and maintain the tools will result in the inability to extract value and achieve the expected ROIrdquo
ldquoBy 2014 30 of IampO organizations using SaaS ITSM tools will switch back to on-premise ITSM solutionsrdquo
Source Gartner How to Decide Whether SaaS ITSM Tools Make Sense for Your Organization August 21 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 14
The ITSM Maturity Model
Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012
VALU
E
TIME
LEVEL 1 IT HelpDesk Tools
LEVEL 2 IT Service Desk Tools
LEVEL 3 - 5 ITSM Tools
Incident Problem Inventory amp Knowledge Management and Reporting
Change Management Self Service Service Request Management SLA Management
Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility
copy2012 FrontRange All rights reserved Proprietary amp Confidential 15
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 16
HEAT Service Management Platform
copy2012 FrontRange All rights reserved Proprietary amp Confidential 17
HEAT Integrated ITSM Solution
Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management
Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation
copy2012 FrontRange All rights reserved Proprietary amp Confidential 18
HEAT ITSM Process Lifecycle
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 19
VALU
E
TIME
LEVEL 1 Basic
LEVEL 2 Intermediate
LEVEL 3 - 5 Advanced
Help Desk amp Ticket Management solutions built for cloud or on-premise
Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control
Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management
HEAT Solutions for Each Stage of ITSM Maturity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 2
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 3
Customers
Headquarters
Company
Product
bull Global leader in Hybrid IT Service Management (ITSM) solutions bull 20+ years of technology leadership
bull HEAT manages millions of service interactions a day for more than 15000 leading organizations of all sizes around the world
bull Based in Silicon Valley CA bull Offices and partners in 45+ countries worldwide
bull Only ITSM provider that delivers Service Management solutions with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud
FrontRange At A Glance
copy2012 FrontRange All rights reserved Proprietary amp Confidential 4
Hybrid Defined
bull On-Premise ndash Located within the company firewall HEAT perpetually licensed solutions are installed locally at a customer site where company resources typically help implement maintain and manage business solutions
bull Cloud ndash Located outside the company infrastructure and accessible via the Internet HEAT subscription-based multi-tenant solutions are provided to customers via a secure environment supported and maintained by FrontRange
bull Hybrid ndash Incorporating both HEAT On-Premise and Cloud applications for a complete Service Management solution Customers have the choice of utilizing either the cloud or on-premise deployment options including a combination of the two models to support their business needs
copy2012 FrontRange All rights reserved Proprietary amp Confidential 5
Established Success in IT Service Management
Strengths bull ldquoFrontRange ITSM makes good use of integrated processes
and functions consolidated in a single user interfacerdquo bull ldquoFrontRange has multiple offerings in the IT service desk
tool space enabling it to sell to customers of lower maturity levels initially then to move them onto ITSM tools when the appropriate maturity level is achievedrdquo
bull ldquoThe vendorrsquos brand recognition is very strong with its history in the space and its customersrsquo footprint on it productsrdquo
bull ldquoFrontRange ITSM includes content from its discovery engine to show infrastructure component interdependencies to assist analysts in making better decisionsrdquo
Source Gartner Magic Quadrant for the IT Service Support Management Tools August 20 2012
ldquoIt has invested heavily in the development of its multi-tenant SaaS solutionrdquo
copy2012 FrontRange All rights reserved Proprietary amp Confidential 6
ldquoDSM functionality is intuitive allowing IT staff to start using the product quicklyrdquo
ldquoFrontRange Desktop and Server Management (DSM) is an easy-to-use client management productrdquo
Established Success in Client Management
Strengths bull ldquoPackage building has long been a
differentiator for DSMrdquo bull ldquoFrontRange DSM offers 170
canned tasks which are particularly useful for organizations that lack technical configuration management expertiserdquo
bull ldquoDSM has strong Citrix XenApp management capabilitiesrdquo
Source Gartner Magic Quadrant for Client Management Tools January 31 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 7
ldquoFrontRange ITSM is not simply HEAT rebranded Itrsquos an entirely new software product aimed at more mature Service Desks If an integrated full service catalog is a requirement FrontRange ITSM should be on your shortlistrdquo
Established Success in Enterprise Service Desk
Strengths bull ldquoIncludes a fully integrated
workflow builder and automationrdquo bull ldquoOffers a full service catalog with
shopping cart functionality a feature unique to this product within this evaluationrdquo
bull ldquoEnd-user and technician portal is a fully featured distinct and customizable applicationrdquo
bull ldquoBuilt-in Remote Desktop and server management solutions are optionalrdquo
Source Info-Tech Research Group Enterprise Service Desk Vendor Landscape July 2012
Cherwell
Remedy
ServiceNow
CA Service Desk Manager
FrontRange ITSM
HP Service Manager
IBM SmartCloud Control Desk
Omninet
copy2012 FrontRange All rights reserved Proprietary amp Confidential 8
Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 9
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 10
Barriers to Success Low level of integration between multiple ITSM solutions
Key Barriers
bull Disparate end user service management inventory client management tool sets
bull Organizational silos bull Lacking defined end-to-end
processes workflows bull Technical challenges and cost of
integration of many point solutions
31
29
13
12
10
6
Multiple solutions in place andsome solutionstools are
integrated
Multiple solutions in place andnot integrated tools and
solutions that do not work inhellip
We have one toolsolution inplace for all ITAM and ITSM
processes and tasks
Multiple solutions in place buthighly integrated
We have no solutions in placeto manage IT assets or IT
services
Dont know
0 5 10 15 20 25 30 35
Source IDG Research Survey September 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 11
Source CIO Peer2Peer Research Panel between June 25 2012 and June 27 2012 Q6 When sourcing IT service management solutions for your organization do you prefer to utilize Base 95 respondents at organizations with at least 1000 employees
Hybrid Preferred 55 prefer a mix of cloud and on-premise solutions
Preference for Type of ITSM Solutions
13
33 55
Cloud-based solutions On-premise Solutions Hybrid Model (Mix of on-premise amp cloud solutions deployed in the business)
copy2012 FrontRange All rights reserved Proprietary amp Confidential 12
On-Premise Model Not Going Away By 2015 New Purchases 50 Cloud amp 50 On-Premise
13
ldquoThe flip side of our prediction that 50 of all new IT service desk tool purchases will utilize the SaaS model by 2015 is that 50 will use the perpetual modelrdquo
ldquoThe SaaS model will continue to grow in popularity until 2015 when interest will begin to level offrdquo
Source Gartner SaaS Continues to Grow in the IT Service Desk Market March 29 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 13
SaaS Moving Back to On-Premise By 2014 30 of SaaS Will Switch Back to On-Premise
13
ldquoSaaS-based ITSM tools appear to provide cost savings However failure to account for the resources to implement integrate operate and maintain the tools will result in the inability to extract value and achieve the expected ROIrdquo
ldquoBy 2014 30 of IampO organizations using SaaS ITSM tools will switch back to on-premise ITSM solutionsrdquo
Source Gartner How to Decide Whether SaaS ITSM Tools Make Sense for Your Organization August 21 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 14
The ITSM Maturity Model
Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012
VALU
E
TIME
LEVEL 1 IT HelpDesk Tools
LEVEL 2 IT Service Desk Tools
LEVEL 3 - 5 ITSM Tools
Incident Problem Inventory amp Knowledge Management and Reporting
Change Management Self Service Service Request Management SLA Management
Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility
copy2012 FrontRange All rights reserved Proprietary amp Confidential 15
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 16
HEAT Service Management Platform
copy2012 FrontRange All rights reserved Proprietary amp Confidential 17
HEAT Integrated ITSM Solution
Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management
Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation
copy2012 FrontRange All rights reserved Proprietary amp Confidential 18
HEAT ITSM Process Lifecycle
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 19
VALU
E
TIME
LEVEL 1 Basic
LEVEL 2 Intermediate
LEVEL 3 - 5 Advanced
Help Desk amp Ticket Management solutions built for cloud or on-premise
Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control
Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management
HEAT Solutions for Each Stage of ITSM Maturity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 3
Customers
Headquarters
Company
Product
bull Global leader in Hybrid IT Service Management (ITSM) solutions bull 20+ years of technology leadership
bull HEAT manages millions of service interactions a day for more than 15000 leading organizations of all sizes around the world
bull Based in Silicon Valley CA bull Offices and partners in 45+ countries worldwide
bull Only ITSM provider that delivers Service Management solutions with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud
FrontRange At A Glance
copy2012 FrontRange All rights reserved Proprietary amp Confidential 4
Hybrid Defined
bull On-Premise ndash Located within the company firewall HEAT perpetually licensed solutions are installed locally at a customer site where company resources typically help implement maintain and manage business solutions
bull Cloud ndash Located outside the company infrastructure and accessible via the Internet HEAT subscription-based multi-tenant solutions are provided to customers via a secure environment supported and maintained by FrontRange
bull Hybrid ndash Incorporating both HEAT On-Premise and Cloud applications for a complete Service Management solution Customers have the choice of utilizing either the cloud or on-premise deployment options including a combination of the two models to support their business needs
copy2012 FrontRange All rights reserved Proprietary amp Confidential 5
Established Success in IT Service Management
Strengths bull ldquoFrontRange ITSM makes good use of integrated processes
and functions consolidated in a single user interfacerdquo bull ldquoFrontRange has multiple offerings in the IT service desk
tool space enabling it to sell to customers of lower maturity levels initially then to move them onto ITSM tools when the appropriate maturity level is achievedrdquo
bull ldquoThe vendorrsquos brand recognition is very strong with its history in the space and its customersrsquo footprint on it productsrdquo
bull ldquoFrontRange ITSM includes content from its discovery engine to show infrastructure component interdependencies to assist analysts in making better decisionsrdquo
Source Gartner Magic Quadrant for the IT Service Support Management Tools August 20 2012
ldquoIt has invested heavily in the development of its multi-tenant SaaS solutionrdquo
copy2012 FrontRange All rights reserved Proprietary amp Confidential 6
ldquoDSM functionality is intuitive allowing IT staff to start using the product quicklyrdquo
ldquoFrontRange Desktop and Server Management (DSM) is an easy-to-use client management productrdquo
Established Success in Client Management
Strengths bull ldquoPackage building has long been a
differentiator for DSMrdquo bull ldquoFrontRange DSM offers 170
canned tasks which are particularly useful for organizations that lack technical configuration management expertiserdquo
bull ldquoDSM has strong Citrix XenApp management capabilitiesrdquo
Source Gartner Magic Quadrant for Client Management Tools January 31 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 7
ldquoFrontRange ITSM is not simply HEAT rebranded Itrsquos an entirely new software product aimed at more mature Service Desks If an integrated full service catalog is a requirement FrontRange ITSM should be on your shortlistrdquo
Established Success in Enterprise Service Desk
Strengths bull ldquoIncludes a fully integrated
workflow builder and automationrdquo bull ldquoOffers a full service catalog with
shopping cart functionality a feature unique to this product within this evaluationrdquo
bull ldquoEnd-user and technician portal is a fully featured distinct and customizable applicationrdquo
bull ldquoBuilt-in Remote Desktop and server management solutions are optionalrdquo
Source Info-Tech Research Group Enterprise Service Desk Vendor Landscape July 2012
Cherwell
Remedy
ServiceNow
CA Service Desk Manager
FrontRange ITSM
HP Service Manager
IBM SmartCloud Control Desk
Omninet
copy2012 FrontRange All rights reserved Proprietary amp Confidential 8
Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 9
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 10
Barriers to Success Low level of integration between multiple ITSM solutions
Key Barriers
bull Disparate end user service management inventory client management tool sets
bull Organizational silos bull Lacking defined end-to-end
processes workflows bull Technical challenges and cost of
integration of many point solutions
31
29
13
12
10
6
Multiple solutions in place andsome solutionstools are
integrated
Multiple solutions in place andnot integrated tools and
solutions that do not work inhellip
We have one toolsolution inplace for all ITAM and ITSM
processes and tasks
Multiple solutions in place buthighly integrated
We have no solutions in placeto manage IT assets or IT
services
Dont know
0 5 10 15 20 25 30 35
Source IDG Research Survey September 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 11
Source CIO Peer2Peer Research Panel between June 25 2012 and June 27 2012 Q6 When sourcing IT service management solutions for your organization do you prefer to utilize Base 95 respondents at organizations with at least 1000 employees
Hybrid Preferred 55 prefer a mix of cloud and on-premise solutions
Preference for Type of ITSM Solutions
13
33 55
Cloud-based solutions On-premise Solutions Hybrid Model (Mix of on-premise amp cloud solutions deployed in the business)
copy2012 FrontRange All rights reserved Proprietary amp Confidential 12
On-Premise Model Not Going Away By 2015 New Purchases 50 Cloud amp 50 On-Premise
13
ldquoThe flip side of our prediction that 50 of all new IT service desk tool purchases will utilize the SaaS model by 2015 is that 50 will use the perpetual modelrdquo
ldquoThe SaaS model will continue to grow in popularity until 2015 when interest will begin to level offrdquo
Source Gartner SaaS Continues to Grow in the IT Service Desk Market March 29 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 13
SaaS Moving Back to On-Premise By 2014 30 of SaaS Will Switch Back to On-Premise
13
ldquoSaaS-based ITSM tools appear to provide cost savings However failure to account for the resources to implement integrate operate and maintain the tools will result in the inability to extract value and achieve the expected ROIrdquo
ldquoBy 2014 30 of IampO organizations using SaaS ITSM tools will switch back to on-premise ITSM solutionsrdquo
Source Gartner How to Decide Whether SaaS ITSM Tools Make Sense for Your Organization August 21 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 14
The ITSM Maturity Model
Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012
VALU
E
TIME
LEVEL 1 IT HelpDesk Tools
LEVEL 2 IT Service Desk Tools
LEVEL 3 - 5 ITSM Tools
Incident Problem Inventory amp Knowledge Management and Reporting
Change Management Self Service Service Request Management SLA Management
Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility
copy2012 FrontRange All rights reserved Proprietary amp Confidential 15
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 16
HEAT Service Management Platform
copy2012 FrontRange All rights reserved Proprietary amp Confidential 17
HEAT Integrated ITSM Solution
Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management
Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation
copy2012 FrontRange All rights reserved Proprietary amp Confidential 18
HEAT ITSM Process Lifecycle
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 19
VALU
E
TIME
LEVEL 1 Basic
LEVEL 2 Intermediate
LEVEL 3 - 5 Advanced
Help Desk amp Ticket Management solutions built for cloud or on-premise
Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control
Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management
HEAT Solutions for Each Stage of ITSM Maturity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 4
Hybrid Defined
bull On-Premise ndash Located within the company firewall HEAT perpetually licensed solutions are installed locally at a customer site where company resources typically help implement maintain and manage business solutions
bull Cloud ndash Located outside the company infrastructure and accessible via the Internet HEAT subscription-based multi-tenant solutions are provided to customers via a secure environment supported and maintained by FrontRange
bull Hybrid ndash Incorporating both HEAT On-Premise and Cloud applications for a complete Service Management solution Customers have the choice of utilizing either the cloud or on-premise deployment options including a combination of the two models to support their business needs
copy2012 FrontRange All rights reserved Proprietary amp Confidential 5
Established Success in IT Service Management
Strengths bull ldquoFrontRange ITSM makes good use of integrated processes
and functions consolidated in a single user interfacerdquo bull ldquoFrontRange has multiple offerings in the IT service desk
tool space enabling it to sell to customers of lower maturity levels initially then to move them onto ITSM tools when the appropriate maturity level is achievedrdquo
bull ldquoThe vendorrsquos brand recognition is very strong with its history in the space and its customersrsquo footprint on it productsrdquo
bull ldquoFrontRange ITSM includes content from its discovery engine to show infrastructure component interdependencies to assist analysts in making better decisionsrdquo
Source Gartner Magic Quadrant for the IT Service Support Management Tools August 20 2012
ldquoIt has invested heavily in the development of its multi-tenant SaaS solutionrdquo
copy2012 FrontRange All rights reserved Proprietary amp Confidential 6
ldquoDSM functionality is intuitive allowing IT staff to start using the product quicklyrdquo
ldquoFrontRange Desktop and Server Management (DSM) is an easy-to-use client management productrdquo
Established Success in Client Management
Strengths bull ldquoPackage building has long been a
differentiator for DSMrdquo bull ldquoFrontRange DSM offers 170
canned tasks which are particularly useful for organizations that lack technical configuration management expertiserdquo
bull ldquoDSM has strong Citrix XenApp management capabilitiesrdquo
Source Gartner Magic Quadrant for Client Management Tools January 31 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 7
ldquoFrontRange ITSM is not simply HEAT rebranded Itrsquos an entirely new software product aimed at more mature Service Desks If an integrated full service catalog is a requirement FrontRange ITSM should be on your shortlistrdquo
Established Success in Enterprise Service Desk
Strengths bull ldquoIncludes a fully integrated
workflow builder and automationrdquo bull ldquoOffers a full service catalog with
shopping cart functionality a feature unique to this product within this evaluationrdquo
bull ldquoEnd-user and technician portal is a fully featured distinct and customizable applicationrdquo
bull ldquoBuilt-in Remote Desktop and server management solutions are optionalrdquo
Source Info-Tech Research Group Enterprise Service Desk Vendor Landscape July 2012
Cherwell
Remedy
ServiceNow
CA Service Desk Manager
FrontRange ITSM
HP Service Manager
IBM SmartCloud Control Desk
Omninet
copy2012 FrontRange All rights reserved Proprietary amp Confidential 8
Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 9
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 10
Barriers to Success Low level of integration between multiple ITSM solutions
Key Barriers
bull Disparate end user service management inventory client management tool sets
bull Organizational silos bull Lacking defined end-to-end
processes workflows bull Technical challenges and cost of
integration of many point solutions
31
29
13
12
10
6
Multiple solutions in place andsome solutionstools are
integrated
Multiple solutions in place andnot integrated tools and
solutions that do not work inhellip
We have one toolsolution inplace for all ITAM and ITSM
processes and tasks
Multiple solutions in place buthighly integrated
We have no solutions in placeto manage IT assets or IT
services
Dont know
0 5 10 15 20 25 30 35
Source IDG Research Survey September 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 11
Source CIO Peer2Peer Research Panel between June 25 2012 and June 27 2012 Q6 When sourcing IT service management solutions for your organization do you prefer to utilize Base 95 respondents at organizations with at least 1000 employees
Hybrid Preferred 55 prefer a mix of cloud and on-premise solutions
Preference for Type of ITSM Solutions
13
33 55
Cloud-based solutions On-premise Solutions Hybrid Model (Mix of on-premise amp cloud solutions deployed in the business)
copy2012 FrontRange All rights reserved Proprietary amp Confidential 12
On-Premise Model Not Going Away By 2015 New Purchases 50 Cloud amp 50 On-Premise
13
ldquoThe flip side of our prediction that 50 of all new IT service desk tool purchases will utilize the SaaS model by 2015 is that 50 will use the perpetual modelrdquo
ldquoThe SaaS model will continue to grow in popularity until 2015 when interest will begin to level offrdquo
Source Gartner SaaS Continues to Grow in the IT Service Desk Market March 29 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 13
SaaS Moving Back to On-Premise By 2014 30 of SaaS Will Switch Back to On-Premise
13
ldquoSaaS-based ITSM tools appear to provide cost savings However failure to account for the resources to implement integrate operate and maintain the tools will result in the inability to extract value and achieve the expected ROIrdquo
ldquoBy 2014 30 of IampO organizations using SaaS ITSM tools will switch back to on-premise ITSM solutionsrdquo
Source Gartner How to Decide Whether SaaS ITSM Tools Make Sense for Your Organization August 21 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 14
The ITSM Maturity Model
Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012
VALU
E
TIME
LEVEL 1 IT HelpDesk Tools
LEVEL 2 IT Service Desk Tools
LEVEL 3 - 5 ITSM Tools
Incident Problem Inventory amp Knowledge Management and Reporting
Change Management Self Service Service Request Management SLA Management
Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility
copy2012 FrontRange All rights reserved Proprietary amp Confidential 15
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 16
HEAT Service Management Platform
copy2012 FrontRange All rights reserved Proprietary amp Confidential 17
HEAT Integrated ITSM Solution
Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management
Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation
copy2012 FrontRange All rights reserved Proprietary amp Confidential 18
HEAT ITSM Process Lifecycle
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 19
VALU
E
TIME
LEVEL 1 Basic
LEVEL 2 Intermediate
LEVEL 3 - 5 Advanced
Help Desk amp Ticket Management solutions built for cloud or on-premise
Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control
Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management
HEAT Solutions for Each Stage of ITSM Maturity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 5
Established Success in IT Service Management
Strengths bull ldquoFrontRange ITSM makes good use of integrated processes
and functions consolidated in a single user interfacerdquo bull ldquoFrontRange has multiple offerings in the IT service desk
tool space enabling it to sell to customers of lower maturity levels initially then to move them onto ITSM tools when the appropriate maturity level is achievedrdquo
bull ldquoThe vendorrsquos brand recognition is very strong with its history in the space and its customersrsquo footprint on it productsrdquo
bull ldquoFrontRange ITSM includes content from its discovery engine to show infrastructure component interdependencies to assist analysts in making better decisionsrdquo
Source Gartner Magic Quadrant for the IT Service Support Management Tools August 20 2012
ldquoIt has invested heavily in the development of its multi-tenant SaaS solutionrdquo
copy2012 FrontRange All rights reserved Proprietary amp Confidential 6
ldquoDSM functionality is intuitive allowing IT staff to start using the product quicklyrdquo
ldquoFrontRange Desktop and Server Management (DSM) is an easy-to-use client management productrdquo
Established Success in Client Management
Strengths bull ldquoPackage building has long been a
differentiator for DSMrdquo bull ldquoFrontRange DSM offers 170
canned tasks which are particularly useful for organizations that lack technical configuration management expertiserdquo
bull ldquoDSM has strong Citrix XenApp management capabilitiesrdquo
Source Gartner Magic Quadrant for Client Management Tools January 31 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 7
ldquoFrontRange ITSM is not simply HEAT rebranded Itrsquos an entirely new software product aimed at more mature Service Desks If an integrated full service catalog is a requirement FrontRange ITSM should be on your shortlistrdquo
Established Success in Enterprise Service Desk
Strengths bull ldquoIncludes a fully integrated
workflow builder and automationrdquo bull ldquoOffers a full service catalog with
shopping cart functionality a feature unique to this product within this evaluationrdquo
bull ldquoEnd-user and technician portal is a fully featured distinct and customizable applicationrdquo
bull ldquoBuilt-in Remote Desktop and server management solutions are optionalrdquo
Source Info-Tech Research Group Enterprise Service Desk Vendor Landscape July 2012
Cherwell
Remedy
ServiceNow
CA Service Desk Manager
FrontRange ITSM
HP Service Manager
IBM SmartCloud Control Desk
Omninet
copy2012 FrontRange All rights reserved Proprietary amp Confidential 8
Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 9
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 10
Barriers to Success Low level of integration between multiple ITSM solutions
Key Barriers
bull Disparate end user service management inventory client management tool sets
bull Organizational silos bull Lacking defined end-to-end
processes workflows bull Technical challenges and cost of
integration of many point solutions
31
29
13
12
10
6
Multiple solutions in place andsome solutionstools are
integrated
Multiple solutions in place andnot integrated tools and
solutions that do not work inhellip
We have one toolsolution inplace for all ITAM and ITSM
processes and tasks
Multiple solutions in place buthighly integrated
We have no solutions in placeto manage IT assets or IT
services
Dont know
0 5 10 15 20 25 30 35
Source IDG Research Survey September 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 11
Source CIO Peer2Peer Research Panel between June 25 2012 and June 27 2012 Q6 When sourcing IT service management solutions for your organization do you prefer to utilize Base 95 respondents at organizations with at least 1000 employees
Hybrid Preferred 55 prefer a mix of cloud and on-premise solutions
Preference for Type of ITSM Solutions
13
33 55
Cloud-based solutions On-premise Solutions Hybrid Model (Mix of on-premise amp cloud solutions deployed in the business)
copy2012 FrontRange All rights reserved Proprietary amp Confidential 12
On-Premise Model Not Going Away By 2015 New Purchases 50 Cloud amp 50 On-Premise
13
ldquoThe flip side of our prediction that 50 of all new IT service desk tool purchases will utilize the SaaS model by 2015 is that 50 will use the perpetual modelrdquo
ldquoThe SaaS model will continue to grow in popularity until 2015 when interest will begin to level offrdquo
Source Gartner SaaS Continues to Grow in the IT Service Desk Market March 29 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 13
SaaS Moving Back to On-Premise By 2014 30 of SaaS Will Switch Back to On-Premise
13
ldquoSaaS-based ITSM tools appear to provide cost savings However failure to account for the resources to implement integrate operate and maintain the tools will result in the inability to extract value and achieve the expected ROIrdquo
ldquoBy 2014 30 of IampO organizations using SaaS ITSM tools will switch back to on-premise ITSM solutionsrdquo
Source Gartner How to Decide Whether SaaS ITSM Tools Make Sense for Your Organization August 21 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 14
The ITSM Maturity Model
Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012
VALU
E
TIME
LEVEL 1 IT HelpDesk Tools
LEVEL 2 IT Service Desk Tools
LEVEL 3 - 5 ITSM Tools
Incident Problem Inventory amp Knowledge Management and Reporting
Change Management Self Service Service Request Management SLA Management
Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility
copy2012 FrontRange All rights reserved Proprietary amp Confidential 15
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 16
HEAT Service Management Platform
copy2012 FrontRange All rights reserved Proprietary amp Confidential 17
HEAT Integrated ITSM Solution
Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management
Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation
copy2012 FrontRange All rights reserved Proprietary amp Confidential 18
HEAT ITSM Process Lifecycle
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 19
VALU
E
TIME
LEVEL 1 Basic
LEVEL 2 Intermediate
LEVEL 3 - 5 Advanced
Help Desk amp Ticket Management solutions built for cloud or on-premise
Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control
Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management
HEAT Solutions for Each Stage of ITSM Maturity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 6
ldquoDSM functionality is intuitive allowing IT staff to start using the product quicklyrdquo
ldquoFrontRange Desktop and Server Management (DSM) is an easy-to-use client management productrdquo
Established Success in Client Management
Strengths bull ldquoPackage building has long been a
differentiator for DSMrdquo bull ldquoFrontRange DSM offers 170
canned tasks which are particularly useful for organizations that lack technical configuration management expertiserdquo
bull ldquoDSM has strong Citrix XenApp management capabilitiesrdquo
Source Gartner Magic Quadrant for Client Management Tools January 31 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 7
ldquoFrontRange ITSM is not simply HEAT rebranded Itrsquos an entirely new software product aimed at more mature Service Desks If an integrated full service catalog is a requirement FrontRange ITSM should be on your shortlistrdquo
Established Success in Enterprise Service Desk
Strengths bull ldquoIncludes a fully integrated
workflow builder and automationrdquo bull ldquoOffers a full service catalog with
shopping cart functionality a feature unique to this product within this evaluationrdquo
bull ldquoEnd-user and technician portal is a fully featured distinct and customizable applicationrdquo
bull ldquoBuilt-in Remote Desktop and server management solutions are optionalrdquo
Source Info-Tech Research Group Enterprise Service Desk Vendor Landscape July 2012
Cherwell
Remedy
ServiceNow
CA Service Desk Manager
FrontRange ITSM
HP Service Manager
IBM SmartCloud Control Desk
Omninet
copy2012 FrontRange All rights reserved Proprietary amp Confidential 8
Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 9
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 10
Barriers to Success Low level of integration between multiple ITSM solutions
Key Barriers
bull Disparate end user service management inventory client management tool sets
bull Organizational silos bull Lacking defined end-to-end
processes workflows bull Technical challenges and cost of
integration of many point solutions
31
29
13
12
10
6
Multiple solutions in place andsome solutionstools are
integrated
Multiple solutions in place andnot integrated tools and
solutions that do not work inhellip
We have one toolsolution inplace for all ITAM and ITSM
processes and tasks
Multiple solutions in place buthighly integrated
We have no solutions in placeto manage IT assets or IT
services
Dont know
0 5 10 15 20 25 30 35
Source IDG Research Survey September 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 11
Source CIO Peer2Peer Research Panel between June 25 2012 and June 27 2012 Q6 When sourcing IT service management solutions for your organization do you prefer to utilize Base 95 respondents at organizations with at least 1000 employees
Hybrid Preferred 55 prefer a mix of cloud and on-premise solutions
Preference for Type of ITSM Solutions
13
33 55
Cloud-based solutions On-premise Solutions Hybrid Model (Mix of on-premise amp cloud solutions deployed in the business)
copy2012 FrontRange All rights reserved Proprietary amp Confidential 12
On-Premise Model Not Going Away By 2015 New Purchases 50 Cloud amp 50 On-Premise
13
ldquoThe flip side of our prediction that 50 of all new IT service desk tool purchases will utilize the SaaS model by 2015 is that 50 will use the perpetual modelrdquo
ldquoThe SaaS model will continue to grow in popularity until 2015 when interest will begin to level offrdquo
Source Gartner SaaS Continues to Grow in the IT Service Desk Market March 29 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 13
SaaS Moving Back to On-Premise By 2014 30 of SaaS Will Switch Back to On-Premise
13
ldquoSaaS-based ITSM tools appear to provide cost savings However failure to account for the resources to implement integrate operate and maintain the tools will result in the inability to extract value and achieve the expected ROIrdquo
ldquoBy 2014 30 of IampO organizations using SaaS ITSM tools will switch back to on-premise ITSM solutionsrdquo
Source Gartner How to Decide Whether SaaS ITSM Tools Make Sense for Your Organization August 21 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 14
The ITSM Maturity Model
Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012
VALU
E
TIME
LEVEL 1 IT HelpDesk Tools
LEVEL 2 IT Service Desk Tools
LEVEL 3 - 5 ITSM Tools
Incident Problem Inventory amp Knowledge Management and Reporting
Change Management Self Service Service Request Management SLA Management
Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility
copy2012 FrontRange All rights reserved Proprietary amp Confidential 15
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 16
HEAT Service Management Platform
copy2012 FrontRange All rights reserved Proprietary amp Confidential 17
HEAT Integrated ITSM Solution
Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management
Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation
copy2012 FrontRange All rights reserved Proprietary amp Confidential 18
HEAT ITSM Process Lifecycle
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 19
VALU
E
TIME
LEVEL 1 Basic
LEVEL 2 Intermediate
LEVEL 3 - 5 Advanced
Help Desk amp Ticket Management solutions built for cloud or on-premise
Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control
Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management
HEAT Solutions for Each Stage of ITSM Maturity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 7
ldquoFrontRange ITSM is not simply HEAT rebranded Itrsquos an entirely new software product aimed at more mature Service Desks If an integrated full service catalog is a requirement FrontRange ITSM should be on your shortlistrdquo
Established Success in Enterprise Service Desk
Strengths bull ldquoIncludes a fully integrated
workflow builder and automationrdquo bull ldquoOffers a full service catalog with
shopping cart functionality a feature unique to this product within this evaluationrdquo
bull ldquoEnd-user and technician portal is a fully featured distinct and customizable applicationrdquo
bull ldquoBuilt-in Remote Desktop and server management solutions are optionalrdquo
Source Info-Tech Research Group Enterprise Service Desk Vendor Landscape July 2012
Cherwell
Remedy
ServiceNow
CA Service Desk Manager
FrontRange ITSM
HP Service Manager
IBM SmartCloud Control Desk
Omninet
copy2012 FrontRange All rights reserved Proprietary amp Confidential 8
Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 9
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 10
Barriers to Success Low level of integration between multiple ITSM solutions
Key Barriers
bull Disparate end user service management inventory client management tool sets
bull Organizational silos bull Lacking defined end-to-end
processes workflows bull Technical challenges and cost of
integration of many point solutions
31
29
13
12
10
6
Multiple solutions in place andsome solutionstools are
integrated
Multiple solutions in place andnot integrated tools and
solutions that do not work inhellip
We have one toolsolution inplace for all ITAM and ITSM
processes and tasks
Multiple solutions in place buthighly integrated
We have no solutions in placeto manage IT assets or IT
services
Dont know
0 5 10 15 20 25 30 35
Source IDG Research Survey September 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 11
Source CIO Peer2Peer Research Panel between June 25 2012 and June 27 2012 Q6 When sourcing IT service management solutions for your organization do you prefer to utilize Base 95 respondents at organizations with at least 1000 employees
Hybrid Preferred 55 prefer a mix of cloud and on-premise solutions
Preference for Type of ITSM Solutions
13
33 55
Cloud-based solutions On-premise Solutions Hybrid Model (Mix of on-premise amp cloud solutions deployed in the business)
copy2012 FrontRange All rights reserved Proprietary amp Confidential 12
On-Premise Model Not Going Away By 2015 New Purchases 50 Cloud amp 50 On-Premise
13
ldquoThe flip side of our prediction that 50 of all new IT service desk tool purchases will utilize the SaaS model by 2015 is that 50 will use the perpetual modelrdquo
ldquoThe SaaS model will continue to grow in popularity until 2015 when interest will begin to level offrdquo
Source Gartner SaaS Continues to Grow in the IT Service Desk Market March 29 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 13
SaaS Moving Back to On-Premise By 2014 30 of SaaS Will Switch Back to On-Premise
13
ldquoSaaS-based ITSM tools appear to provide cost savings However failure to account for the resources to implement integrate operate and maintain the tools will result in the inability to extract value and achieve the expected ROIrdquo
ldquoBy 2014 30 of IampO organizations using SaaS ITSM tools will switch back to on-premise ITSM solutionsrdquo
Source Gartner How to Decide Whether SaaS ITSM Tools Make Sense for Your Organization August 21 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 14
The ITSM Maturity Model
Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012
VALU
E
TIME
LEVEL 1 IT HelpDesk Tools
LEVEL 2 IT Service Desk Tools
LEVEL 3 - 5 ITSM Tools
Incident Problem Inventory amp Knowledge Management and Reporting
Change Management Self Service Service Request Management SLA Management
Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility
copy2012 FrontRange All rights reserved Proprietary amp Confidential 15
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 16
HEAT Service Management Platform
copy2012 FrontRange All rights reserved Proprietary amp Confidential 17
HEAT Integrated ITSM Solution
Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management
Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation
copy2012 FrontRange All rights reserved Proprietary amp Confidential 18
HEAT ITSM Process Lifecycle
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 19
VALU
E
TIME
LEVEL 1 Basic
LEVEL 2 Intermediate
LEVEL 3 - 5 Advanced
Help Desk amp Ticket Management solutions built for cloud or on-premise
Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control
Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management
HEAT Solutions for Each Stage of ITSM Maturity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 8
Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 9
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 10
Barriers to Success Low level of integration between multiple ITSM solutions
Key Barriers
bull Disparate end user service management inventory client management tool sets
bull Organizational silos bull Lacking defined end-to-end
processes workflows bull Technical challenges and cost of
integration of many point solutions
31
29
13
12
10
6
Multiple solutions in place andsome solutionstools are
integrated
Multiple solutions in place andnot integrated tools and
solutions that do not work inhellip
We have one toolsolution inplace for all ITAM and ITSM
processes and tasks
Multiple solutions in place buthighly integrated
We have no solutions in placeto manage IT assets or IT
services
Dont know
0 5 10 15 20 25 30 35
Source IDG Research Survey September 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 11
Source CIO Peer2Peer Research Panel between June 25 2012 and June 27 2012 Q6 When sourcing IT service management solutions for your organization do you prefer to utilize Base 95 respondents at organizations with at least 1000 employees
Hybrid Preferred 55 prefer a mix of cloud and on-premise solutions
Preference for Type of ITSM Solutions
13
33 55
Cloud-based solutions On-premise Solutions Hybrid Model (Mix of on-premise amp cloud solutions deployed in the business)
copy2012 FrontRange All rights reserved Proprietary amp Confidential 12
On-Premise Model Not Going Away By 2015 New Purchases 50 Cloud amp 50 On-Premise
13
ldquoThe flip side of our prediction that 50 of all new IT service desk tool purchases will utilize the SaaS model by 2015 is that 50 will use the perpetual modelrdquo
ldquoThe SaaS model will continue to grow in popularity until 2015 when interest will begin to level offrdquo
Source Gartner SaaS Continues to Grow in the IT Service Desk Market March 29 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 13
SaaS Moving Back to On-Premise By 2014 30 of SaaS Will Switch Back to On-Premise
13
ldquoSaaS-based ITSM tools appear to provide cost savings However failure to account for the resources to implement integrate operate and maintain the tools will result in the inability to extract value and achieve the expected ROIrdquo
ldquoBy 2014 30 of IampO organizations using SaaS ITSM tools will switch back to on-premise ITSM solutionsrdquo
Source Gartner How to Decide Whether SaaS ITSM Tools Make Sense for Your Organization August 21 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 14
The ITSM Maturity Model
Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012
VALU
E
TIME
LEVEL 1 IT HelpDesk Tools
LEVEL 2 IT Service Desk Tools
LEVEL 3 - 5 ITSM Tools
Incident Problem Inventory amp Knowledge Management and Reporting
Change Management Self Service Service Request Management SLA Management
Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility
copy2012 FrontRange All rights reserved Proprietary amp Confidential 15
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 16
HEAT Service Management Platform
copy2012 FrontRange All rights reserved Proprietary amp Confidential 17
HEAT Integrated ITSM Solution
Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management
Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation
copy2012 FrontRange All rights reserved Proprietary amp Confidential 18
HEAT ITSM Process Lifecycle
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 19
VALU
E
TIME
LEVEL 1 Basic
LEVEL 2 Intermediate
LEVEL 3 - 5 Advanced
Help Desk amp Ticket Management solutions built for cloud or on-premise
Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control
Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management
HEAT Solutions for Each Stage of ITSM Maturity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 9
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 10
Barriers to Success Low level of integration between multiple ITSM solutions
Key Barriers
bull Disparate end user service management inventory client management tool sets
bull Organizational silos bull Lacking defined end-to-end
processes workflows bull Technical challenges and cost of
integration of many point solutions
31
29
13
12
10
6
Multiple solutions in place andsome solutionstools are
integrated
Multiple solutions in place andnot integrated tools and
solutions that do not work inhellip
We have one toolsolution inplace for all ITAM and ITSM
processes and tasks
Multiple solutions in place buthighly integrated
We have no solutions in placeto manage IT assets or IT
services
Dont know
0 5 10 15 20 25 30 35
Source IDG Research Survey September 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 11
Source CIO Peer2Peer Research Panel between June 25 2012 and June 27 2012 Q6 When sourcing IT service management solutions for your organization do you prefer to utilize Base 95 respondents at organizations with at least 1000 employees
Hybrid Preferred 55 prefer a mix of cloud and on-premise solutions
Preference for Type of ITSM Solutions
13
33 55
Cloud-based solutions On-premise Solutions Hybrid Model (Mix of on-premise amp cloud solutions deployed in the business)
copy2012 FrontRange All rights reserved Proprietary amp Confidential 12
On-Premise Model Not Going Away By 2015 New Purchases 50 Cloud amp 50 On-Premise
13
ldquoThe flip side of our prediction that 50 of all new IT service desk tool purchases will utilize the SaaS model by 2015 is that 50 will use the perpetual modelrdquo
ldquoThe SaaS model will continue to grow in popularity until 2015 when interest will begin to level offrdquo
Source Gartner SaaS Continues to Grow in the IT Service Desk Market March 29 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 13
SaaS Moving Back to On-Premise By 2014 30 of SaaS Will Switch Back to On-Premise
13
ldquoSaaS-based ITSM tools appear to provide cost savings However failure to account for the resources to implement integrate operate and maintain the tools will result in the inability to extract value and achieve the expected ROIrdquo
ldquoBy 2014 30 of IampO organizations using SaaS ITSM tools will switch back to on-premise ITSM solutionsrdquo
Source Gartner How to Decide Whether SaaS ITSM Tools Make Sense for Your Organization August 21 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 14
The ITSM Maturity Model
Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012
VALU
E
TIME
LEVEL 1 IT HelpDesk Tools
LEVEL 2 IT Service Desk Tools
LEVEL 3 - 5 ITSM Tools
Incident Problem Inventory amp Knowledge Management and Reporting
Change Management Self Service Service Request Management SLA Management
Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility
copy2012 FrontRange All rights reserved Proprietary amp Confidential 15
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 16
HEAT Service Management Platform
copy2012 FrontRange All rights reserved Proprietary amp Confidential 17
HEAT Integrated ITSM Solution
Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management
Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation
copy2012 FrontRange All rights reserved Proprietary amp Confidential 18
HEAT ITSM Process Lifecycle
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 19
VALU
E
TIME
LEVEL 1 Basic
LEVEL 2 Intermediate
LEVEL 3 - 5 Advanced
Help Desk amp Ticket Management solutions built for cloud or on-premise
Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control
Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management
HEAT Solutions for Each Stage of ITSM Maturity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 10
Barriers to Success Low level of integration between multiple ITSM solutions
Key Barriers
bull Disparate end user service management inventory client management tool sets
bull Organizational silos bull Lacking defined end-to-end
processes workflows bull Technical challenges and cost of
integration of many point solutions
31
29
13
12
10
6
Multiple solutions in place andsome solutionstools are
integrated
Multiple solutions in place andnot integrated tools and
solutions that do not work inhellip
We have one toolsolution inplace for all ITAM and ITSM
processes and tasks
Multiple solutions in place buthighly integrated
We have no solutions in placeto manage IT assets or IT
services
Dont know
0 5 10 15 20 25 30 35
Source IDG Research Survey September 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 11
Source CIO Peer2Peer Research Panel between June 25 2012 and June 27 2012 Q6 When sourcing IT service management solutions for your organization do you prefer to utilize Base 95 respondents at organizations with at least 1000 employees
Hybrid Preferred 55 prefer a mix of cloud and on-premise solutions
Preference for Type of ITSM Solutions
13
33 55
Cloud-based solutions On-premise Solutions Hybrid Model (Mix of on-premise amp cloud solutions deployed in the business)
copy2012 FrontRange All rights reserved Proprietary amp Confidential 12
On-Premise Model Not Going Away By 2015 New Purchases 50 Cloud amp 50 On-Premise
13
ldquoThe flip side of our prediction that 50 of all new IT service desk tool purchases will utilize the SaaS model by 2015 is that 50 will use the perpetual modelrdquo
ldquoThe SaaS model will continue to grow in popularity until 2015 when interest will begin to level offrdquo
Source Gartner SaaS Continues to Grow in the IT Service Desk Market March 29 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 13
SaaS Moving Back to On-Premise By 2014 30 of SaaS Will Switch Back to On-Premise
13
ldquoSaaS-based ITSM tools appear to provide cost savings However failure to account for the resources to implement integrate operate and maintain the tools will result in the inability to extract value and achieve the expected ROIrdquo
ldquoBy 2014 30 of IampO organizations using SaaS ITSM tools will switch back to on-premise ITSM solutionsrdquo
Source Gartner How to Decide Whether SaaS ITSM Tools Make Sense for Your Organization August 21 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 14
The ITSM Maturity Model
Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012
VALU
E
TIME
LEVEL 1 IT HelpDesk Tools
LEVEL 2 IT Service Desk Tools
LEVEL 3 - 5 ITSM Tools
Incident Problem Inventory amp Knowledge Management and Reporting
Change Management Self Service Service Request Management SLA Management
Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility
copy2012 FrontRange All rights reserved Proprietary amp Confidential 15
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 16
HEAT Service Management Platform
copy2012 FrontRange All rights reserved Proprietary amp Confidential 17
HEAT Integrated ITSM Solution
Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management
Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation
copy2012 FrontRange All rights reserved Proprietary amp Confidential 18
HEAT ITSM Process Lifecycle
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 19
VALU
E
TIME
LEVEL 1 Basic
LEVEL 2 Intermediate
LEVEL 3 - 5 Advanced
Help Desk amp Ticket Management solutions built for cloud or on-premise
Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control
Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management
HEAT Solutions for Each Stage of ITSM Maturity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 11
Source CIO Peer2Peer Research Panel between June 25 2012 and June 27 2012 Q6 When sourcing IT service management solutions for your organization do you prefer to utilize Base 95 respondents at organizations with at least 1000 employees
Hybrid Preferred 55 prefer a mix of cloud and on-premise solutions
Preference for Type of ITSM Solutions
13
33 55
Cloud-based solutions On-premise Solutions Hybrid Model (Mix of on-premise amp cloud solutions deployed in the business)
copy2012 FrontRange All rights reserved Proprietary amp Confidential 12
On-Premise Model Not Going Away By 2015 New Purchases 50 Cloud amp 50 On-Premise
13
ldquoThe flip side of our prediction that 50 of all new IT service desk tool purchases will utilize the SaaS model by 2015 is that 50 will use the perpetual modelrdquo
ldquoThe SaaS model will continue to grow in popularity until 2015 when interest will begin to level offrdquo
Source Gartner SaaS Continues to Grow in the IT Service Desk Market March 29 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 13
SaaS Moving Back to On-Premise By 2014 30 of SaaS Will Switch Back to On-Premise
13
ldquoSaaS-based ITSM tools appear to provide cost savings However failure to account for the resources to implement integrate operate and maintain the tools will result in the inability to extract value and achieve the expected ROIrdquo
ldquoBy 2014 30 of IampO organizations using SaaS ITSM tools will switch back to on-premise ITSM solutionsrdquo
Source Gartner How to Decide Whether SaaS ITSM Tools Make Sense for Your Organization August 21 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 14
The ITSM Maturity Model
Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012
VALU
E
TIME
LEVEL 1 IT HelpDesk Tools
LEVEL 2 IT Service Desk Tools
LEVEL 3 - 5 ITSM Tools
Incident Problem Inventory amp Knowledge Management and Reporting
Change Management Self Service Service Request Management SLA Management
Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility
copy2012 FrontRange All rights reserved Proprietary amp Confidential 15
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 16
HEAT Service Management Platform
copy2012 FrontRange All rights reserved Proprietary amp Confidential 17
HEAT Integrated ITSM Solution
Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management
Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation
copy2012 FrontRange All rights reserved Proprietary amp Confidential 18
HEAT ITSM Process Lifecycle
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 19
VALU
E
TIME
LEVEL 1 Basic
LEVEL 2 Intermediate
LEVEL 3 - 5 Advanced
Help Desk amp Ticket Management solutions built for cloud or on-premise
Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control
Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management
HEAT Solutions for Each Stage of ITSM Maturity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 12
On-Premise Model Not Going Away By 2015 New Purchases 50 Cloud amp 50 On-Premise
13
ldquoThe flip side of our prediction that 50 of all new IT service desk tool purchases will utilize the SaaS model by 2015 is that 50 will use the perpetual modelrdquo
ldquoThe SaaS model will continue to grow in popularity until 2015 when interest will begin to level offrdquo
Source Gartner SaaS Continues to Grow in the IT Service Desk Market March 29 2011
copy2012 FrontRange All rights reserved Proprietary amp Confidential 13
SaaS Moving Back to On-Premise By 2014 30 of SaaS Will Switch Back to On-Premise
13
ldquoSaaS-based ITSM tools appear to provide cost savings However failure to account for the resources to implement integrate operate and maintain the tools will result in the inability to extract value and achieve the expected ROIrdquo
ldquoBy 2014 30 of IampO organizations using SaaS ITSM tools will switch back to on-premise ITSM solutionsrdquo
Source Gartner How to Decide Whether SaaS ITSM Tools Make Sense for Your Organization August 21 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 14
The ITSM Maturity Model
Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012
VALU
E
TIME
LEVEL 1 IT HelpDesk Tools
LEVEL 2 IT Service Desk Tools
LEVEL 3 - 5 ITSM Tools
Incident Problem Inventory amp Knowledge Management and Reporting
Change Management Self Service Service Request Management SLA Management
Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility
copy2012 FrontRange All rights reserved Proprietary amp Confidential 15
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 16
HEAT Service Management Platform
copy2012 FrontRange All rights reserved Proprietary amp Confidential 17
HEAT Integrated ITSM Solution
Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management
Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation
copy2012 FrontRange All rights reserved Proprietary amp Confidential 18
HEAT ITSM Process Lifecycle
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 19
VALU
E
TIME
LEVEL 1 Basic
LEVEL 2 Intermediate
LEVEL 3 - 5 Advanced
Help Desk amp Ticket Management solutions built for cloud or on-premise
Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control
Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management
HEAT Solutions for Each Stage of ITSM Maturity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 13
SaaS Moving Back to On-Premise By 2014 30 of SaaS Will Switch Back to On-Premise
13
ldquoSaaS-based ITSM tools appear to provide cost savings However failure to account for the resources to implement integrate operate and maintain the tools will result in the inability to extract value and achieve the expected ROIrdquo
ldquoBy 2014 30 of IampO organizations using SaaS ITSM tools will switch back to on-premise ITSM solutionsrdquo
Source Gartner How to Decide Whether SaaS ITSM Tools Make Sense for Your Organization August 21 2012
copy2012 FrontRange All rights reserved Proprietary amp Confidential 14
The ITSM Maturity Model
Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012
VALU
E
TIME
LEVEL 1 IT HelpDesk Tools
LEVEL 2 IT Service Desk Tools
LEVEL 3 - 5 ITSM Tools
Incident Problem Inventory amp Knowledge Management and Reporting
Change Management Self Service Service Request Management SLA Management
Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility
copy2012 FrontRange All rights reserved Proprietary amp Confidential 15
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 16
HEAT Service Management Platform
copy2012 FrontRange All rights reserved Proprietary amp Confidential 17
HEAT Integrated ITSM Solution
Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management
Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation
copy2012 FrontRange All rights reserved Proprietary amp Confidential 18
HEAT ITSM Process Lifecycle
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 19
VALU
E
TIME
LEVEL 1 Basic
LEVEL 2 Intermediate
LEVEL 3 - 5 Advanced
Help Desk amp Ticket Management solutions built for cloud or on-premise
Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control
Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management
HEAT Solutions for Each Stage of ITSM Maturity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 14
The ITSM Maturity Model
Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012
VALU
E
TIME
LEVEL 1 IT HelpDesk Tools
LEVEL 2 IT Service Desk Tools
LEVEL 3 - 5 ITSM Tools
Incident Problem Inventory amp Knowledge Management and Reporting
Change Management Self Service Service Request Management SLA Management
Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility
copy2012 FrontRange All rights reserved Proprietary amp Confidential 15
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 16
HEAT Service Management Platform
copy2012 FrontRange All rights reserved Proprietary amp Confidential 17
HEAT Integrated ITSM Solution
Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management
Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation
copy2012 FrontRange All rights reserved Proprietary amp Confidential 18
HEAT ITSM Process Lifecycle
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 19
VALU
E
TIME
LEVEL 1 Basic
LEVEL 2 Intermediate
LEVEL 3 - 5 Advanced
Help Desk amp Ticket Management solutions built for cloud or on-premise
Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control
Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management
HEAT Solutions for Each Stage of ITSM Maturity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 15
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 16
HEAT Service Management Platform
copy2012 FrontRange All rights reserved Proprietary amp Confidential 17
HEAT Integrated ITSM Solution
Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management
Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation
copy2012 FrontRange All rights reserved Proprietary amp Confidential 18
HEAT ITSM Process Lifecycle
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 19
VALU
E
TIME
LEVEL 1 Basic
LEVEL 2 Intermediate
LEVEL 3 - 5 Advanced
Help Desk amp Ticket Management solutions built for cloud or on-premise
Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control
Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management
HEAT Solutions for Each Stage of ITSM Maturity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 16
HEAT Service Management Platform
copy2012 FrontRange All rights reserved Proprietary amp Confidential 17
HEAT Integrated ITSM Solution
Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management
Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation
copy2012 FrontRange All rights reserved Proprietary amp Confidential 18
HEAT ITSM Process Lifecycle
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 19
VALU
E
TIME
LEVEL 1 Basic
LEVEL 2 Intermediate
LEVEL 3 - 5 Advanced
Help Desk amp Ticket Management solutions built for cloud or on-premise
Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control
Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management
HEAT Solutions for Each Stage of ITSM Maturity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 17
HEAT Integrated ITSM Solution
Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management
Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation
copy2012 FrontRange All rights reserved Proprietary amp Confidential 18
HEAT ITSM Process Lifecycle
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 19
VALU
E
TIME
LEVEL 1 Basic
LEVEL 2 Intermediate
LEVEL 3 - 5 Advanced
Help Desk amp Ticket Management solutions built for cloud or on-premise
Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control
Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management
HEAT Solutions for Each Stage of ITSM Maturity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 18
HEAT ITSM Process Lifecycle
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 19
VALU
E
TIME
LEVEL 1 Basic
LEVEL 2 Intermediate
LEVEL 3 - 5 Advanced
Help Desk amp Ticket Management solutions built for cloud or on-premise
Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control
Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management
HEAT Solutions for Each Stage of ITSM Maturity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 19
VALU
E
TIME
LEVEL 1 Basic
LEVEL 2 Intermediate
LEVEL 3 - 5 Advanced
Help Desk amp Ticket Management solutions built for cloud or on-premise
Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control
Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management
HEAT Solutions for Each Stage of ITSM Maturity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 20
The HEAT ITSM Solution Difference
bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models
bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)
bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities
bull Enhances efficiency and reduces service resolution costs by up to 70
bull End-to-end integrated client management capabilities enables the standardization of business processes
bull Improves the mean time to repair (MTTR) by up to 75
FLEXIBLE
ADVANCED
COMPLETE
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 21
95
70
80 85
75
Business Value
Reduces IT Costs Improves Service Quality and Compliance
80
Reduced service
desk call volume by up to 80
Reduced time spent
on application deployment
by up to 95
Reduced downtime
due to unplanned
or unapproved changes by up to 75
Reduced total cost
of ownership
(TCO) costs by up
to 70
Reduced number of status
calls received by up to
80
Reduced trouble-shooting efforts by up to 85
Maximizes Operational Efficiencies
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 22
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 23
Enhanced visibility of changes as everything is tracked centrally within ITSM
Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software
Faster remediation of software reinstallation repair requests
Faster service delivery with automated approval and deployment processes
Customer Success Bauer Group
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 24
Reduced incident management costs by 30
Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service
Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25
Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need
Customer Success Raging Wire
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 25
Improved a number of strategic processes throughout the business
Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes
Expanded the range of services to include additional capabilities such as change management configuration management and service level management
Offered the greatest degree of flexibility and extensibility
Customer Success Pizza Hut
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 26
Agenda
bull Company Overview
bull IT Service Management Market
bull The FrontRange HEAT Solution
bull Our Customers
bull Summary
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 27
Summary
bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT
bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all
sizes bull Only ITSM provider that delivers Service Management with
fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM
solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for
more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing
operational efficiencies with reduced cost and complexity
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 28
An Overview of FrontRange
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 29
Backup Slides
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 30
HEAT ITSM Process Lifecycle Detailed
HEAT Cloud
Hybrid
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 31
Service Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 32
Service Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 33
Service Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 34
Service Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 35
Client Management Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 36
Client Management Sample Customers Americas
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 37
Client Management Sample Customers EMEA
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 38
Client Management Sample Customers APAC
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers
copy2012 FrontRange All rights reserved Proprietary amp Confidential 39
Cloud Sample Customers