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3.6 out of 5.0 (5 ratings)

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We have aggregated ratings data on Heat Software but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): Heat Service Management

    Go with OOTB

    Overall Comment

    We customized too much from OOTB

    What one piece of advice would you give other prospective customers?

    Go to cloud first and take the defaults.

    What do you like most about the product or service?

    ITIL

    What do you dislike most about the product?

    Reporting is poor.

    What one thing do you wish the vendor did differently?

    Advise and ensure workflow analysis of base product was completed.

    If you could start over, what would your organization do differently?

    Take defaults and modify as we go. Go to Cloud to avoid upgrade headaches.


  • 4 out of 5.0, Reviewed

    Product(s): Heat Service Management, Other...

    DSM works great...Service Management not so much

    Overall Comment

    The DSM (Desktop/Server Manager) portion of the project went very well. The SaaS tenant requires a lot of customization to fit our business needs.

    What one piece of advice would you give other prospective customers?

    Have your service categories fully developped prior to engaging the vendor for implementation.

    What do you like most about the product or service?

    Cloud based tenant with on--prem asset management

    What do you dislike most about the product?

    Supoort can be clunky and slow at times.

    What one thing do you wish the vendor did differently?

    Provide more support for non-OOTB solutions

    If you could start over, what would your organization do differently?

    Wireframe all our service offerings to maximize vendor time.


  • 3 out of 5.0, Reviewed

    Product(s): Heat Service Management

    Excellent product with many capabilities including work flow.

    Overall Comment

    Product is excellent. We are working with other vendors and handling internally for remainder of rolllout.

    What one piece of advice would you give other prospective customers?

    Have all phases of implementation defined prior to initial rollout and set a regular review session with implementation team, vendor and key stakeholders during rollout phases.

    What do you like most about the product or service?

    Allows work flows.

    What do you dislike most about the product?

    Too early to fairly evaluate as the system has been live only a few months.

    What one thing do you wish the vendor did differently?

    Provided more resources to support implementation.

    If you could start over, what would your organization do differently?

    Review implementation steps on a regular cadence with larger group of stakeholders.

    Service & support - overall comment

    Initial implementation services were not as good as expected.

    Integration & Deployment - Overall comment

    Phase I implementation did not go smoothly.


  • 4 out of 5.0, Reviewed

    Product(s): Heat Service Management

    Good implementation, but needs to catch up to their competitors.

    Overall Comment

    The vendor was willing to accommodate and assist with any modifications to the system to fit our environment and culture. The experience was well worth the investment and helped to create an easy transition from the legacy system.

    What one piece of advice would you give other prospective customers?

    Make sure you see the demo and really evaluate that it is the best fit for your environment.

    What do you dislike most about the product?

    The application is a little outdated and needs to be refreshed to compete with the competitors.

    What one thing do you wish the vendor did differently?

    None.

    If you could start over, what would your organization do differently?

    Spend a little more time researching and investing in the best product for the needs that we would have. We went with the same vendor for the purposes of keeping things simple, but not necessarily for the best fit for the application.

    Service & support - overall comment

    The Support provided by the vendor was top notch and very responsive.

    Integration & Deployment - Overall comment

    The integration team from the vendor was easy to work with and very knowledgeable in their application.


  • 3 out of 5.0, Reviewed

    Product(s): Heat Service Management

    Out of the box. implementation was easy, but customizations takes some effort.

    Overall Comment

    Completely redesigned product for 2015. Big learning curve for users of old version. Self service feature and price were the main selling points.

    What one piece of advice would you give other prospective customers?

    If you have an 'unlimited' budget, consider other industry leaders in this field.

    What do you like most about the product or service?

    Web-based version compared with previous fat-client deployment.

    What do you dislike most about the product?

    Dramatically changed over previous versions, relatively big learning curve.

    What one thing do you wish the vendor did differently?

    Follow through more closely after initial installation.

    If you could start over, what would your organization do differently?

    Spend more time during planning and defining requirements.

    Product capabilities - overall comment

    Well rounded product, with ITIL framework capabilities. Web based and self service capabilities a plus.

    Service & support - overall comment

    Not as responsive after initial implementation, but getting better.

    Integration & Deployment - Overall comment

    Mixed feelings on the deployment services but overall successful.

    2 of 2 peer(s) found this review helpful.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(5)
3.6

Ability to understand your organization's needs

(5)
3.6

Timely and complete response to product questions

(5)
4.2

Pricing and contract flexibility (pricing and terms)

(5)
4.2
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(5)
3.2

How long did your deployment take?

3 - 6 months (<6)

0 - 3 months (<3)

9 - 12 months (<12)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(1)
3.0

Ease of integration using standard APIs and tools

(1)
4.0

Quality and availability of end-user training

(4)
3.5

Ease of deployment

(5)
3.4
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(5)
4.0

Did you purchase a support package from the vendor?

Yes


Timeliness of vendor's response

(4)
4.0

Quality of technical support

(4)
3.5

Quality of peer user community

(4)
3.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(5)
3.6

Incident and Problem Management

(5)
3.8

Change, Configuration and Release

(3)
2.7

Self-Service/Request Fulfillment

(4)
3.5

IT Knowledge Management

(4)
3.0

Reporting and SLA Management

(5)
2.4

Process and Workflow Design

(4)
2.8

Data Source/ITOM Tool Integration

(4)
3.8
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Rollout and Install

Vendor/Product Selection

Development/Integration

Maintenance and Support

Technical Assessment

User Training

Vendor Management

Other...


What other vendors were considered?

BMC Software

ServiceNow

CA Technologies

Cherwell Software

EasyVista

Heat Software

Hewlett Packard Enterprise

Landesk

Serena Software

Zendesk


Why did you purchase an IT Service Support Management Tool?

Improve customer relations/service

Create internal/operational efficiencies

Enhance decision making

Improve business process agility

Improve business process outcomes

Improve compliance and risk management

Other...


What were the key factors that drove your decision?

Overall cost

Pre-existing relationships

Product functionality and performance

Product roadmap and future vision

Breadth of services

Strong customer focus

Strong services expertise

Strong user community

Other...