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Beyond response to individual
incidents, the FrontRange ITSM Problem Management
module allows you to efficiently identify and
address the problems that underlie the incidents.
The Problem Management module gives you tools to
initiate actions to correct or minimize adverse
impact from the problem and to address the root
cause. You can pinpoint a problem's source, allowing
your service desk to correct issues quickly.
Problem Management gives you a "big picture" view
that helps your organization develop responses for
specific problems. You can easily relate problems to
particular incidents and changes. The system
promotes visibility of current status with real-time
dashboards, an "at-a-glance" problem board, and
technician status alerts.
Problem Management aligns with ITIL best practices,
supporting and helping you implement your business
strategy. The Problem Management module also
supports your regulatory compliance efforts.
Your organization can deploy Problem Management on
its own or expand its power by easily integrating it
with any other FrontRange modules or third-party
applications.
FrontRange HEAT Users: Extend the
value of HEAT-Build out your service desk while
increasing technicians' productivity and improving
customer support. HEAT customers wanting to
integrate ITIL best practices into their processes
can easily add Problem Management to do so.
Look Deeper
Inside
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 Benefits
- Lower the number of incidents
- Reduce repeat incidents
- Resolve issues more quickly
- Share knowledge more easily
within the organization
- Improve IT service quality, and
customer and analyst satisfaction
- Improve your brand image and
product reputation in customer or
employee forums and other public or
internal arenas by quick action on
perceived widespread problems
Features
- Big-picture view
— Easily relate problems to
incidents and changes, and quickly
associate them with the appropriate
resolution.
- Problem board —
Alert technicians to the status of
known issues, easing troubleshooting
and assignments
- Real-time reporting
— Get immediate visibility into
problems with a dashboard interface
- Support for industry
best practices, regulatory
requirements — Enhance your
ability to meet internal IT
controls, industry best practices,
such as ITIL, and regulatory
guidelines
Recommended
System Requirements
Application Server
- CPU: Pentium
Dual-Core 1.8GHz+
- Operating System:
Windows 2003 R2 SP1 Server
- RAM: 4 GB
- Hard Disk: 300 MB
HDD
- Microsoft .NET Framework, version
1.1
Additional Server Recommendations for
Inventory Module
- 10 GB of additional hard disk space
- 5 GB of swap space
Web
Server
- CPU: Pentium
Dual-Core 1.8GHz+
- Operating System:
Windows 2003 Server
- RAM: 4 GB
- Microsoft Internet Information
Services (IIS) server 6.0
- Microsoft IE 6.0
Database
Server
- CPU: Pentium Dual
CPU or Dual-Core 1.8GHz+
- Operating System:
Windows 2003 R2 SP1 Server
- RAM: 5 GB
- MS SQL 2000 SP3
- MS SQL 2005
- Oracle 9i, Release 2, driver 9.2.0.5
(with ODBC driver 9.2.0.5.4, Client
9.2.0.1.0, Oracle Provider for OLE DB
9.2.0.2.0, and Oracle Data Provider for
.NET 9.2.0.4.01)
Additional
Database Recommendations for Inventory
Module
- 200 GB of free hard disk space
- 10 GB of swap space
Inventory
Database Sizing Guideline
Client
Requirements
- CPU: Pentium IV or
equivalent
- Operating System:
Microsoft Windows XP SP2, Windows 2000
- RAM: 1 GB
- 100 MB of free hard disk space
- Microsoft .NET Framework, version
1.1
- Microsoft Internet Explorer 6.0 SP1
- Crystal Reports CR 9.2.33, CR
10.0.33, CR 11.0.33
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