As reported in previous editions of the ITSS Quarterly Newsletter, FrontRange Heat Cloud is replacing Remedy and other tools used throughout the UNT System for incident management or what is commonly referred to as call tracking. The bulk of implementation work is complete. The vendor is delivering a few new features in its next version release to address some specific business requirements. The new version went into production the weekend of September 28th. Many support areas are busy creating content in Heat to prepare for the system-wide go live in December 2013.
Phase two of the implementation begins October 7, 2013. In phase two, ITSS will be implementing Change Management, the Configuration Management Database (CMDB) and a discovery tool that will automate some of the efforts of populating the CMDB with existing computing devices.
You can track the progress of the implementation project and find other interesting information regarding IT service management through this newsletter.