Houston Astros to Use HEAT Service Management in New Technology Deal

By Community | June 18, 2014

Major League Baseball team Houston Astros has agreed a partnership with IT software company FrontRage.

As part of the deal, adiposity the Astros have selected HEAT Service Management as its service desk platform. FrontRange HEAT Service Management provides the Houston Astros with a highly flexible solution, herbal built on IT best practices, troche  that serves as a centralized service management platform across their organization, including Minute Maid Park.

“Prior to implementing HEAT Service Management, we had no help desk, no follow up or tracking functionality, and limited reporting capabilities,” said Ray Ebert, senior director of information technology of the Houston Astros. “In seeking a service desk solution, HEAT quickly rose to the top on the basis of functionality, solid industry reputation and peer evaluations from others in the MLB who had migrated to HEAT. The HEAT Service Management solution offers direct alignment with ITIL, impressive reporting features and extensibility to departments beyond IT.”

With the implementation of HEAT Service Management, the Astros are able to consolidate service calls across the entire company. In addition to the IT department, engineering, human resources and finance are also leveraging HEAT for service desk support as well as event management in their sponsorship suites. Moreover, the introduction of incident management capabilities has allowed the organization to better manage the myriad of situations that may arise at an MLB ballpark.

“During games, any number of unexpected situations including spills, fan altercations, escalator breaks, and other unforeseen complications may occur,” said Ebert. “Game days now run much smoother from a service desk perspective as HEAT’s simple, streamlined interface allows us to quickly record any incidents that may arise.”

“The Astros’ selection of HEAT Service Management represents a significant customer win,” said John Callahan, VP of North America Sales at FrontRange. “With tens of thousands of fans counting on them every game day, the Astros franchise requires a proven and robust service management solution that provides simple and efficient support for its IT needs. We are thrilled to be the platform of choice for all of their service management requirements.”