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HEAT Service Management Tool

What is HEAT?

HEAT is the name given to IT Services’ implementation of the Ivanti Service Manager IT Service Management tool. The service is a cloud based, subscription service which runs via a web browser.

HEAT is a tool which allows IT teams to manage incidents, changes, problems and service requests. HEAT also provides a self-service portal through which staff and students can log issues, request services and track their progress. HEAT also fully integrates with the Bomgar remote support tool.

In the near future it is also anticipated that HEAT will contain a knowledge base which will allow IT teams and end users access to information appropriate for them to provide swift resolutions for issues.

Can my team use HEAT?

All IT Services teams are able to access HEAT. Local IT teams in colleges, departments and divisions are also welcome to subscribe to HEAT. Access is granted on a named user basis.

What are the costs for a department or college?

HEAT is a cloud based service which has a subscription model, currently this equates to an annual charge of £500 per named user. In order to reduce the annual cost this charge only includes the annual license costs and basic system administration activities (creating or renaming teams, adding or removing users etc). Any additional unit specific work such as initial unit set up, creating service requests, new reports or additional features will be charged on a time and materials basis.

How can I get access and where are the training materials?

New units should contact Carla Thornley to discuss their requirements.

Existing units can request access for new users by searching for and completing the appropriate request in HEAT Self-Service. Note training must be completed before access is granted.

Training materials will be sent to new users as part of the set up process, however existing users can access them via the  HEAT Training WebLearn site.

Frequently Asked Questions

How do I log into HEAT and what is the URL?

HEAT is a service management tool which is accessed via a browser with your SSO account. It is a SaaS product and can be accessed from the IT Services website by clicking on the 'View Requests' icon in the banner at the top of the page, or direct via https://oxford.saasiteu.com.

Can HEAT be used for non-IT purposes (eg facilities)?

At this moment in time HEAT is only available for registered ITSS for IT Support purposes.

Does my IT team need to use all the modules?

Local IT teams will be able to access all configured HEAT modules as part of their annual subscription, however whether these are actively used is for the local IT to determine.

How can I escalate issues to the central IT Services Teams using HEAT?

Issues can be escalated from local IT teams to the central IT Services team by assigning a task to the central IT Service Desk team. This team will then escalate to the appropriate IT Services teams owning through to resolution. Local IT teams will normally retain ownership of the incident through to resolution to enable visibility of progress. Note local IT teams can request the Service Desk to take ownership of an incident by asking in a task.

How can I ask for changes to standing data (e.g. Teams, Categories)?

Existing units can request enhancements and changes by completing the appropriate request in HEAT Self-Service (search for HEAT).

How can I get new service requests, reports, templates etc added into the system?

Existing units can request new Self Service Templates by completing the request in HEAT Self-Service (search for HEAT).

For non-central IT teams these are chargeable activities so please contact Louise Piper to discuss your requirements and obtain a quote.

Is data visible to all units participating in HEAT?

Yes. When obtaining access to HEAT, new users will be asked to agree to a code of conduct regarding system use. Local and central IT support the same users, so being able to see a users’ complete IT support history can speed up incident resolution and ultimately improve the end user experience.

Can I have unit specific branding?

IT Support teams can have customised email responses based on email address, it is also possible for individuals to have standard signatures within the system. However it is not possible to change the branding within Self Service or the back end of the system, these will continue to include IT Services branding.

How can I get support?

Initial support for HEAT is provided by the central IT Service Desk who can answer questions around use or provide support. The team can ideally be contacted by telephone on 01865 6-12345 or incidents can either be logged via HEAT self-service or by emailing help@it.ox.ac.uk

Can I have my own instance of HEAT?

IT Services are only able to offer to local units access to the IT Services instance, however units are welcome to approach Ivanti directly if this is an option they’d like to pursue.

How do I report from HEAT?

There are number of ways to report from HEAT:

Saved Search

Searching is available in most workspaces (e.g. Incident, Change, Service Request, Task etc.) to help you to find records. Advanced searches and Filters can be used to find more specific details. A list of Saved Searches are published to each role. You can create your own Searches using your own frequently used criteria, and flag these as favourites so that they are available when you need them.

Dashboard

This is the 'Home' screen, and typically consists of a series of tables and possibly charts. Dashboards are created centrally but users can set their own default dashboard.

Standard Reporting

Standard reports are created centrally using SQL Server Reporting Services (SSRS). The user can filter their selection but not change the layout or content of the report.

A suite of standard Operational Reports are available to be used by all teams:

  • Service Desk Function: Charts and Tables representing KPIs aimed at First Line Team(s). 
  • Technical Specialist Function: Charts and Tables representing KPIs aimed at 2nd to Nth Line Team(s).

Quick Reference Guides & Videos

QRGs and videos provide you with an overview of how to perform each of the core service management processes within the HEAT toolset. These resources should be used to supplement online training (or face-to-face training for Change Management).

QRGs and videos are available from the HEAT Training WebLearn site:

  • Incident Management - QRG / video (2m32s)
  • Major Incident Management - QRG
  • Task Management - QRG / video (2m26s)
  • Incident & Task Management combined - user guide
  • Problem Management - QRG / video (4m23s)
  • Change Management:
    • Logging a Change Request - video (1m51s)
    • Managing Change Requests - video (3m56s)
    • Change Management - user guide
    • Change Management - QRG
  • Service Requests - QRG

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Written by IT Services. Latest revision 1 March 2018