For Business Process Professionals

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	February 17, 2006 FrontRange's HEAT Leads The SME Service Desk Market; ITSM Targets Larger Enterprises The Forrester Wave™ Vendor Summary, Q1 2006 by Chip Gliedman with John Ragsdale, Ian Schuler, Elisse Gaynor

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Executive Summary

FrontRange Solutions is taking the strong market presence gained with its HEAT product and is expanding upmarket with its modular IT Service Management (ITSM) offering. First released in early 2005, the product is gaining functionality and customers, although there are currently very few sites that are fully deployed. HEAT, with its large installed base, is still targeted at the lower end of the market and is appropriate for smaller organizations looking for a solution that is easy to deploy and maintain. These customers can now expand HEAT functionality in required areas with the addition of ITSM product modules.

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