SYS-CON MEDIA Authors: Kevin Benedict, Rich Waidmann, Pat Romanski, Michael Jannery, Javier Paniza

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Natixis Global Asset Management Smoothly Upgrades to FrontRange’s HEAT Service Management Solution

FrontRange, the Hybrid IT software company, today announced that Natixis Global Asset Management has successfully migrated from FrontRange’s HEAT Help Desk solution, relied upon since 2008, to the HEAT Service Management solution. The migration provides Natixis with a more agile IT infrastructure that adapts rapidly to its global clientele’s changing business needs and a centralized service management platform that supports functional and business workflows for its IT, human resources, and finance departments.

“Thanks to the enhanced workflow automation provided by HEAT Service Management, it’s much easier for our IT department to multitask,” said Marina Shereshevskaya, Manager of IT Governance at Natixis Global Asset Management. “Additionally, HEAT Self Service is now being used for all our employee provisioning needs, including setting up new employees and terminations. Plus, we’re realizing better integration of our human resource system with HEAT Service Management. This allows us to store everything in one database so users don’t have to move from one application to another to get their jobs done.”

To ensure an easy transition to HEAT Service Management, Natixis worked with FrontRange Professional Services on the multi-phased migration. “There were a lot of moving parts,” said Shereshevskaya. “But we had a very successful outcome.”

With the addition of HEAT Self Service, users can now request new services, submit incidents, and review the status of tickets all via a simple self-service portal. Due to the added convenience of this feature, Natixis’ service desk has cut fulfillment requests in half through the self-service portal, and email and phone requests have dropped sharply as well.

As the industry’s only hybrid service management platform that supports cloud, on-premise and/or a combination of the two deployment options with a common framework, FrontRange’s HEAT solution integrates IT best practices with voice and workflow automation. This enables service desks in organizations, like Natixis, to easily request a service or change, plan for appropriate remediation measures and automatically approve and authorize requests.

“Using the HEAT template saves us a lot of time and my involvement in change management is much lower,” said Shereshevskaya. “The templates not only save resources, but also ensure that people follow the same procedure every time.”

“Natixis’ migration to HEAT Service Management represents a significant validation of the benefits of our solution,” said Fred Johannessen, VP of International Sales at FrontRange. “As one of the largest asset management companies in the world, Natixis requires a proven and robust service management solution that can easily and efficiently support a complex IT environment. Their continuing commitment to FrontRange speaks volumes about our ability to fulfill the full spectrum of service management requirements.”

For the related case study please visit: http://pages.frontrange.com/rs/frontrange1/images/FrontRange-Case-Study-Service-Management-Natixis.pdf

About FrontRange

FrontRange is a leading provider of Hybrid IT software solutions for organizations of all sizes. With our suite of HEAT applications, FrontRange is the only company in the world that provides, from a single platform, Service Management and Client Management software on-premise and in the cloud. HEAT manages millions of service interactions and millions of devices every day for more than 15,000 leading organizations around the world. Our customers deliver world-class service while maximizing operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Milpitas, Calif. and can be found at http://www.frontrange.com.

About Natixis Global Asset Management

Natixis Global Asset Management (NGAM) is a multi-affiliate organization that offers a single point of access to more than 20 specialized investment firms in the U.S., Europe and Asia. With $867.2 billion AUM , the firm ranks among the world’s 15 largest asset managers. NGAM is known for industry-leading ideas on asset allocation and risk management. Through its Durable Portfolio Construction® philosophy, NGAM helps institutions, advisors and individuals address a range of modern market challenges. The firm’s diverse offerings mean it is not beholden to a single house view and can work with clients on a consultative basis to deliver highly personalized investment solutions.

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