NSC head out with FrontRange’s ITSM

Neil told CRN that NSC's on-the-ground presence meant the integrator requires a service management solution built specifically for geographically distributed enterprises that could evolve with its changing business needs.

Following a tender and evaluation process, NSC selected FrontRange’s ITSM largely satisfied with its service and support solution, HEAT, said Neil.

“Nine months ago we went out to market to find a suitable solution. NSC looked at six big known names in the CRM space. Three of them included, Computer Associates, Remedy and HP Open View. It took us six months to make a decision and we researched quiet heavily on the best product for the company.

"Most of the other products being offered were good if the solution was only being used for internal help desks. We needed a help desk solution that was flexible for our customers,” he said.

Front Range’s ITSM, allows NSC’s support centres across Australia to offer better services to customers. Neil said what also attracted NSC to the product was its flexibility.

“It enables our call centres across Australia to offer a certain level of care for one site and then another level of service for another. This is useful when you have different sized call centres in various locations. The solution will also help drive new business for us,” said Neil.

Built specifically for small to mid-sized enterprises, FrontRange ITSM is based on ITIL and other IT best practices.