The Howdy Glossary

HEAT Service Management is an IT service management (ITSM) and customer support software that consolidates various ITIL-compatible tools into a unified platform. Developed by FrontRange Solutions, it was later acquired by Lumension Security in 2011, rebranded as Landesk, and eventually acquired by Ivanti in 2017. The software includes features like incident and request management, knowledge management, change management, problem management, release and deployment management, and SLA monitoring. It automates routine tasks to streamline workflows for technicians, offers self-service portals for end-users to log incidents or requests independently, and robust reporting capabilities for tracking service desk performance metrics.

HEAT Service Management differentiates itself from competitors such as ServiceNow, BMC Helix ITSM, Cherwell Service Management, and Freshservice by offering a comprehensive suite of ITIL-compatible tools in a single solution. Its focus on automating routine tasks enhances operational efficiency while self-service portals improve the end-user experience. Additionally, its reporting functionalities allow organizations to track key performance indicators to make informed decisions about their service desk operations. The acquisition by Ivanti has bolstered HEAT's competitive stance with the added support and resources of a larger technology company.

Designed for organizations of varying sizes across multiple industries that require efficient IT service management solutions, HEAT Service Management caters to IT teams responsible for managing service delivery processes. It helps handle incidents and requests systematically while implementing changes effectively and resolving problems promptly. The self-service portals enable end-users within these organizations to log their own incidents or requests independently. By providing a streamlined approach through automation capabilities and integrated reporting features under the umbrella of Ivanti’s ownership post-Landesk acquisition in 2017—HEAT proves beneficial for optimizing overall IT services and support functions across different organizational functions.