An Overview of FrontRange Presenter Name Presenter Title

August 29 2012

copy2012 FrontRange All rights reserved Proprietary amp Confidential 2

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 3

Customers

Headquarters

Company

Product

bull Global leader in Hybrid IT Service Management (ITSM) solutions bull 20+ years of technology leadership

bull HEAT manages millions of service interactions a day for more than 15000 leading organizations of all sizes around the world

bull Based in Silicon Valley CA bull Offices and partners in 45+ countries worldwide

bull Only ITSM provider that delivers Service Management solutions with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud

FrontRange At A Glance

copy2012 FrontRange All rights reserved Proprietary amp Confidential 4

Hybrid Defined

bull On-Premise ndash Located within the company firewall HEAT perpetually licensed solutions are installed locally at a customer site where company resources typically help implement maintain and manage business solutions

bull Cloud ndash Located outside the company infrastructure and accessible via the Internet HEAT subscription-based multi-tenant solutions are provided to customers via a secure environment supported and maintained by FrontRange

bull Hybrid ndash Incorporating both HEAT On-Premise and Cloud applications for a complete Service Management solution Customers have the choice of utilizing either the cloud or on-premise deployment options including a combination of the two models to support their business needs

copy2012 FrontRange All rights reserved Proprietary amp Confidential 5

Established Success in IT Service Management

Strengths bull ldquoFrontRange ITSM makes good use of integrated processes

and functions consolidated in a single user interfacerdquo bull ldquoFrontRange has multiple offerings in the IT service desk

tool space enabling it to sell to customers of lower maturity levels initially then to move them onto ITSM tools when the appropriate maturity level is achievedrdquo

bull ldquoThe vendorrsquos brand recognition is very strong with its history in the space and its customersrsquo footprint on it productsrdquo

bull ldquoFrontRange ITSM includes content from its discovery engine to show infrastructure component interdependencies to assist analysts in making better decisionsrdquo

Source Gartner Magic Quadrant for the IT Service Support Management Tools August 20 2012

ldquoIt has invested heavily in the development of its multi-tenant SaaS solutionrdquo

copy2012 FrontRange All rights reserved Proprietary amp Confidential 6

ldquoDSM functionality is intuitive allowing IT staff to start using the product quicklyrdquo

ldquoFrontRange Desktop and Server Management (DSM) is an easy-to-use client management productrdquo

Established Success in Client Management

Strengths bull ldquoPackage building has long been a

differentiator for DSMrdquo bull ldquoFrontRange DSM offers 170

canned tasks which are particularly useful for organizations that lack technical configuration management expertiserdquo

bull ldquoDSM has strong Citrix XenApp management capabilitiesrdquo

Source Gartner Magic Quadrant for Client Management Tools January 31 2012

copy2012 FrontRange All rights reserved Proprietary amp Confidential 7

ldquoFrontRange ITSM is not simply HEAT rebranded Itrsquos an entirely new software product aimed at more mature Service Desks If an integrated full service catalog is a requirement FrontRange ITSM should be on your shortlistrdquo

Established Success in Enterprise Service Desk

Strengths bull ldquoIncludes a fully integrated

workflow builder and automationrdquo bull ldquoOffers a full service catalog with

shopping cart functionality a feature unique to this product within this evaluationrdquo

bull ldquoEnd-user and technician portal is a fully featured distinct and customizable applicationrdquo

bull ldquoBuilt-in Remote Desktop and server management solutions are optionalrdquo

Source Info-Tech Research Group Enterprise Service Desk Vendor Landscape July 2012

Cherwell

Remedy

ServiceNow

CA Service Desk Manager

FrontRange ITSM

HP Service Manager

IBM SmartCloud Control Desk

Omninet

copy2012 FrontRange All rights reserved Proprietary amp Confidential 8

Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 2

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 3

Customers

Headquarters

Company

Product

bull Global leader in Hybrid IT Service Management (ITSM) solutions bull 20+ years of technology leadership

bull HEAT manages millions of service interactions a day for more than 15000 leading organizations of all sizes around the world

bull Based in Silicon Valley CA bull Offices and partners in 45+ countries worldwide

bull Only ITSM provider that delivers Service Management solutions with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud

FrontRange At A Glance

copy2012 FrontRange All rights reserved Proprietary amp Confidential 4

Hybrid Defined

bull On-Premise ndash Located within the company firewall HEAT perpetually licensed solutions are installed locally at a customer site where company resources typically help implement maintain and manage business solutions

bull Cloud ndash Located outside the company infrastructure and accessible via the Internet HEAT subscription-based multi-tenant solutions are provided to customers via a secure environment supported and maintained by FrontRange

bull Hybrid ndash Incorporating both HEAT On-Premise and Cloud applications for a complete Service Management solution Customers have the choice of utilizing either the cloud or on-premise deployment options including a combination of the two models to support their business needs

copy2012 FrontRange All rights reserved Proprietary amp Confidential 5

Established Success in IT Service Management

Strengths bull ldquoFrontRange ITSM makes good use of integrated processes

and functions consolidated in a single user interfacerdquo bull ldquoFrontRange has multiple offerings in the IT service desk

tool space enabling it to sell to customers of lower maturity levels initially then to move them onto ITSM tools when the appropriate maturity level is achievedrdquo

bull ldquoThe vendorrsquos brand recognition is very strong with its history in the space and its customersrsquo footprint on it productsrdquo

bull ldquoFrontRange ITSM includes content from its discovery engine to show infrastructure component interdependencies to assist analysts in making better decisionsrdquo

Source Gartner Magic Quadrant for the IT Service Support Management Tools August 20 2012

ldquoIt has invested heavily in the development of its multi-tenant SaaS solutionrdquo

copy2012 FrontRange All rights reserved Proprietary amp Confidential 6

ldquoDSM functionality is intuitive allowing IT staff to start using the product quicklyrdquo

ldquoFrontRange Desktop and Server Management (DSM) is an easy-to-use client management productrdquo

Established Success in Client Management

Strengths bull ldquoPackage building has long been a

differentiator for DSMrdquo bull ldquoFrontRange DSM offers 170

canned tasks which are particularly useful for organizations that lack technical configuration management expertiserdquo

bull ldquoDSM has strong Citrix XenApp management capabilitiesrdquo

Source Gartner Magic Quadrant for Client Management Tools January 31 2012

copy2012 FrontRange All rights reserved Proprietary amp Confidential 7

ldquoFrontRange ITSM is not simply HEAT rebranded Itrsquos an entirely new software product aimed at more mature Service Desks If an integrated full service catalog is a requirement FrontRange ITSM should be on your shortlistrdquo

Established Success in Enterprise Service Desk

Strengths bull ldquoIncludes a fully integrated

workflow builder and automationrdquo bull ldquoOffers a full service catalog with

shopping cart functionality a feature unique to this product within this evaluationrdquo

bull ldquoEnd-user and technician portal is a fully featured distinct and customizable applicationrdquo

bull ldquoBuilt-in Remote Desktop and server management solutions are optionalrdquo

Source Info-Tech Research Group Enterprise Service Desk Vendor Landscape July 2012

Cherwell

Remedy

ServiceNow

CA Service Desk Manager

FrontRange ITSM

HP Service Manager

IBM SmartCloud Control Desk

Omninet

copy2012 FrontRange All rights reserved Proprietary amp Confidential 8

Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 3

Customers

Headquarters

Company

Product

bull Global leader in Hybrid IT Service Management (ITSM) solutions bull 20+ years of technology leadership

bull HEAT manages millions of service interactions a day for more than 15000 leading organizations of all sizes around the world

bull Based in Silicon Valley CA bull Offices and partners in 45+ countries worldwide

bull Only ITSM provider that delivers Service Management solutions with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud

FrontRange At A Glance

copy2012 FrontRange All rights reserved Proprietary amp Confidential 4

Hybrid Defined

bull On-Premise ndash Located within the company firewall HEAT perpetually licensed solutions are installed locally at a customer site where company resources typically help implement maintain and manage business solutions

bull Cloud ndash Located outside the company infrastructure and accessible via the Internet HEAT subscription-based multi-tenant solutions are provided to customers via a secure environment supported and maintained by FrontRange

bull Hybrid ndash Incorporating both HEAT On-Premise and Cloud applications for a complete Service Management solution Customers have the choice of utilizing either the cloud or on-premise deployment options including a combination of the two models to support their business needs

copy2012 FrontRange All rights reserved Proprietary amp Confidential 5

Established Success in IT Service Management

Strengths bull ldquoFrontRange ITSM makes good use of integrated processes

and functions consolidated in a single user interfacerdquo bull ldquoFrontRange has multiple offerings in the IT service desk

tool space enabling it to sell to customers of lower maturity levels initially then to move them onto ITSM tools when the appropriate maturity level is achievedrdquo

bull ldquoThe vendorrsquos brand recognition is very strong with its history in the space and its customersrsquo footprint on it productsrdquo

bull ldquoFrontRange ITSM includes content from its discovery engine to show infrastructure component interdependencies to assist analysts in making better decisionsrdquo

Source Gartner Magic Quadrant for the IT Service Support Management Tools August 20 2012

ldquoIt has invested heavily in the development of its multi-tenant SaaS solutionrdquo

copy2012 FrontRange All rights reserved Proprietary amp Confidential 6

ldquoDSM functionality is intuitive allowing IT staff to start using the product quicklyrdquo

ldquoFrontRange Desktop and Server Management (DSM) is an easy-to-use client management productrdquo

Established Success in Client Management

Strengths bull ldquoPackage building has long been a

differentiator for DSMrdquo bull ldquoFrontRange DSM offers 170

canned tasks which are particularly useful for organizations that lack technical configuration management expertiserdquo

bull ldquoDSM has strong Citrix XenApp management capabilitiesrdquo

Source Gartner Magic Quadrant for Client Management Tools January 31 2012

copy2012 FrontRange All rights reserved Proprietary amp Confidential 7

ldquoFrontRange ITSM is not simply HEAT rebranded Itrsquos an entirely new software product aimed at more mature Service Desks If an integrated full service catalog is a requirement FrontRange ITSM should be on your shortlistrdquo

Established Success in Enterprise Service Desk

Strengths bull ldquoIncludes a fully integrated

workflow builder and automationrdquo bull ldquoOffers a full service catalog with

shopping cart functionality a feature unique to this product within this evaluationrdquo

bull ldquoEnd-user and technician portal is a fully featured distinct and customizable applicationrdquo

bull ldquoBuilt-in Remote Desktop and server management solutions are optionalrdquo

Source Info-Tech Research Group Enterprise Service Desk Vendor Landscape July 2012

Cherwell

Remedy

ServiceNow

CA Service Desk Manager

FrontRange ITSM

HP Service Manager

IBM SmartCloud Control Desk

Omninet

copy2012 FrontRange All rights reserved Proprietary amp Confidential 8

Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 4

Hybrid Defined

bull On-Premise ndash Located within the company firewall HEAT perpetually licensed solutions are installed locally at a customer site where company resources typically help implement maintain and manage business solutions

bull Cloud ndash Located outside the company infrastructure and accessible via the Internet HEAT subscription-based multi-tenant solutions are provided to customers via a secure environment supported and maintained by FrontRange

bull Hybrid ndash Incorporating both HEAT On-Premise and Cloud applications for a complete Service Management solution Customers have the choice of utilizing either the cloud or on-premise deployment options including a combination of the two models to support their business needs

copy2012 FrontRange All rights reserved Proprietary amp Confidential 5

Established Success in IT Service Management

Strengths bull ldquoFrontRange ITSM makes good use of integrated processes

and functions consolidated in a single user interfacerdquo bull ldquoFrontRange has multiple offerings in the IT service desk

tool space enabling it to sell to customers of lower maturity levels initially then to move them onto ITSM tools when the appropriate maturity level is achievedrdquo

bull ldquoThe vendorrsquos brand recognition is very strong with its history in the space and its customersrsquo footprint on it productsrdquo

bull ldquoFrontRange ITSM includes content from its discovery engine to show infrastructure component interdependencies to assist analysts in making better decisionsrdquo

Source Gartner Magic Quadrant for the IT Service Support Management Tools August 20 2012

ldquoIt has invested heavily in the development of its multi-tenant SaaS solutionrdquo

copy2012 FrontRange All rights reserved Proprietary amp Confidential 6

ldquoDSM functionality is intuitive allowing IT staff to start using the product quicklyrdquo

ldquoFrontRange Desktop and Server Management (DSM) is an easy-to-use client management productrdquo

Established Success in Client Management

Strengths bull ldquoPackage building has long been a

differentiator for DSMrdquo bull ldquoFrontRange DSM offers 170

canned tasks which are particularly useful for organizations that lack technical configuration management expertiserdquo

bull ldquoDSM has strong Citrix XenApp management capabilitiesrdquo

Source Gartner Magic Quadrant for Client Management Tools January 31 2012

copy2012 FrontRange All rights reserved Proprietary amp Confidential 7

ldquoFrontRange ITSM is not simply HEAT rebranded Itrsquos an entirely new software product aimed at more mature Service Desks If an integrated full service catalog is a requirement FrontRange ITSM should be on your shortlistrdquo

Established Success in Enterprise Service Desk

Strengths bull ldquoIncludes a fully integrated

workflow builder and automationrdquo bull ldquoOffers a full service catalog with

shopping cart functionality a feature unique to this product within this evaluationrdquo

bull ldquoEnd-user and technician portal is a fully featured distinct and customizable applicationrdquo

bull ldquoBuilt-in Remote Desktop and server management solutions are optionalrdquo

Source Info-Tech Research Group Enterprise Service Desk Vendor Landscape July 2012

Cherwell

Remedy

ServiceNow

CA Service Desk Manager

FrontRange ITSM

HP Service Manager

IBM SmartCloud Control Desk

Omninet

copy2012 FrontRange All rights reserved Proprietary amp Confidential 8

Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 5

Established Success in IT Service Management

Strengths bull ldquoFrontRange ITSM makes good use of integrated processes

and functions consolidated in a single user interfacerdquo bull ldquoFrontRange has multiple offerings in the IT service desk

tool space enabling it to sell to customers of lower maturity levels initially then to move them onto ITSM tools when the appropriate maturity level is achievedrdquo

bull ldquoThe vendorrsquos brand recognition is very strong with its history in the space and its customersrsquo footprint on it productsrdquo

bull ldquoFrontRange ITSM includes content from its discovery engine to show infrastructure component interdependencies to assist analysts in making better decisionsrdquo

Source Gartner Magic Quadrant for the IT Service Support Management Tools August 20 2012

ldquoIt has invested heavily in the development of its multi-tenant SaaS solutionrdquo

copy2012 FrontRange All rights reserved Proprietary amp Confidential 6

ldquoDSM functionality is intuitive allowing IT staff to start using the product quicklyrdquo

ldquoFrontRange Desktop and Server Management (DSM) is an easy-to-use client management productrdquo

Established Success in Client Management

Strengths bull ldquoPackage building has long been a

differentiator for DSMrdquo bull ldquoFrontRange DSM offers 170

canned tasks which are particularly useful for organizations that lack technical configuration management expertiserdquo

bull ldquoDSM has strong Citrix XenApp management capabilitiesrdquo

Source Gartner Magic Quadrant for Client Management Tools January 31 2012

copy2012 FrontRange All rights reserved Proprietary amp Confidential 7

ldquoFrontRange ITSM is not simply HEAT rebranded Itrsquos an entirely new software product aimed at more mature Service Desks If an integrated full service catalog is a requirement FrontRange ITSM should be on your shortlistrdquo

Established Success in Enterprise Service Desk

Strengths bull ldquoIncludes a fully integrated

workflow builder and automationrdquo bull ldquoOffers a full service catalog with

shopping cart functionality a feature unique to this product within this evaluationrdquo

bull ldquoEnd-user and technician portal is a fully featured distinct and customizable applicationrdquo

bull ldquoBuilt-in Remote Desktop and server management solutions are optionalrdquo

Source Info-Tech Research Group Enterprise Service Desk Vendor Landscape July 2012

Cherwell

Remedy

ServiceNow

CA Service Desk Manager

FrontRange ITSM

HP Service Manager

IBM SmartCloud Control Desk

Omninet

copy2012 FrontRange All rights reserved Proprietary amp Confidential 8

Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 6

ldquoDSM functionality is intuitive allowing IT staff to start using the product quicklyrdquo

ldquoFrontRange Desktop and Server Management (DSM) is an easy-to-use client management productrdquo

Established Success in Client Management

Strengths bull ldquoPackage building has long been a

differentiator for DSMrdquo bull ldquoFrontRange DSM offers 170

canned tasks which are particularly useful for organizations that lack technical configuration management expertiserdquo

bull ldquoDSM has strong Citrix XenApp management capabilitiesrdquo

Source Gartner Magic Quadrant for Client Management Tools January 31 2012

copy2012 FrontRange All rights reserved Proprietary amp Confidential 7

ldquoFrontRange ITSM is not simply HEAT rebranded Itrsquos an entirely new software product aimed at more mature Service Desks If an integrated full service catalog is a requirement FrontRange ITSM should be on your shortlistrdquo

Established Success in Enterprise Service Desk

Strengths bull ldquoIncludes a fully integrated

workflow builder and automationrdquo bull ldquoOffers a full service catalog with

shopping cart functionality a feature unique to this product within this evaluationrdquo

bull ldquoEnd-user and technician portal is a fully featured distinct and customizable applicationrdquo

bull ldquoBuilt-in Remote Desktop and server management solutions are optionalrdquo

Source Info-Tech Research Group Enterprise Service Desk Vendor Landscape July 2012

Cherwell

Remedy

ServiceNow

CA Service Desk Manager

FrontRange ITSM

HP Service Manager

IBM SmartCloud Control Desk

Omninet

copy2012 FrontRange All rights reserved Proprietary amp Confidential 8

Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 7

ldquoFrontRange ITSM is not simply HEAT rebranded Itrsquos an entirely new software product aimed at more mature Service Desks If an integrated full service catalog is a requirement FrontRange ITSM should be on your shortlistrdquo

Established Success in Enterprise Service Desk

Strengths bull ldquoIncludes a fully integrated

workflow builder and automationrdquo bull ldquoOffers a full service catalog with

shopping cart functionality a feature unique to this product within this evaluationrdquo

bull ldquoEnd-user and technician portal is a fully featured distinct and customizable applicationrdquo

bull ldquoBuilt-in Remote Desktop and server management solutions are optionalrdquo

Source Info-Tech Research Group Enterprise Service Desk Vendor Landscape July 2012

Cherwell

Remedy

ServiceNow

CA Service Desk Manager

FrontRange ITSM

HP Service Manager

IBM SmartCloud Control Desk

Omninet

copy2012 FrontRange All rights reserved Proprietary amp Confidential 8

Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 8

Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 9

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 10

Barriers to Success Low level of integration between multiple ITSM solutions

Key Barriers

bull Disparate end user service management inventory client management tool sets

bull Organizational silos bull Lacking defined end-to-end

processes workflows bull Technical challenges and cost of

integration of many point solutions

31

29

13

12

10

6

Multiple solutions in place andsome solutionstools are

integrated

Multiple solutions in place andnot integrated tools and

solutions that do not work inhellip

We have one toolsolution inplace for all ITAM and ITSM

processes and tasks

Multiple solutions in place buthighly integrated

We have no solutions in placeto manage IT assets or IT

services

Dont know

0 5 10 15 20 25 30 35

Source IDG Research Survey September 2011

copy2012 FrontRange All rights reserved Proprietary amp Confidential 11

Source CIO Peer2Peer Research Panel between June 25 2012 and June 27 2012 Q6 When sourcing IT service management solutions for your organization do you prefer to utilize Base 95 respondents at organizations with at least 1000 employees

Hybrid Preferred 55 prefer a mix of cloud and on-premise solutions

Preference for Type of ITSM Solutions

13

33 55

Cloud-based solutions On-premise Solutions Hybrid Model (Mix of on-premise amp cloud solutions deployed in the business)

copy2012 FrontRange All rights reserved Proprietary amp Confidential 12

On-Premise Model Not Going Away By 2015 New Purchases 50 Cloud amp 50 On-Premise

13

ldquoThe flip side of our prediction that 50 of all new IT service desk tool purchases will utilize the SaaS model by 2015 is that 50 will use the perpetual modelrdquo

ldquoThe SaaS model will continue to grow in popularity until 2015 when interest will begin to level offrdquo

Source Gartner SaaS Continues to Grow in the IT Service Desk Market March 29 2011

copy2012 FrontRange All rights reserved Proprietary amp Confidential 13

SaaS Moving Back to On-Premise By 2014 30 of SaaS Will Switch Back to On-Premise

13

ldquoSaaS-based ITSM tools appear to provide cost savings However failure to account for the resources to implement integrate operate and maintain the tools will result in the inability to extract value and achieve the expected ROIrdquo

ldquoBy 2014 30 of IampO organizations using SaaS ITSM tools will switch back to on-premise ITSM solutionsrdquo

Source Gartner How to Decide Whether SaaS ITSM Tools Make Sense for Your Organization August 21 2012

copy2012 FrontRange All rights reserved Proprietary amp Confidential 14

The ITSM Maturity Model

Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012

VALU

E

TIME

LEVEL 1 IT HelpDesk Tools

LEVEL 2 IT Service Desk Tools

LEVEL 3 - 5 ITSM Tools

Incident Problem Inventory amp Knowledge Management and Reporting

Change Management Self Service Service Request Management SLA Management

Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility

copy2012 FrontRange All rights reserved Proprietary amp Confidential 15

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 16

HEAT Service Management Platform

copy2012 FrontRange All rights reserved Proprietary amp Confidential 17

HEAT Integrated ITSM Solution

Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management

Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation

copy2012 FrontRange All rights reserved Proprietary amp Confidential 18

HEAT ITSM Process Lifecycle

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 19

VALU

E

TIME

LEVEL 1 Basic

LEVEL 2 Intermediate

LEVEL 3 - 5 Advanced

Help Desk amp Ticket Management solutions built for cloud or on-premise

Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control

Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management

HEAT Solutions for Each Stage of ITSM Maturity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 20

The HEAT ITSM Solution Difference

bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models

bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)

bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities

bull Enhances efficiency and reduces service resolution costs by up to 70

bull End-to-end integrated client management capabilities enables the standardization of business processes

bull Improves the mean time to repair (MTTR) by up to 75

FLEXIBLE

ADVANCED

COMPLETE

copy2012 FrontRange All rights reserved Proprietary amp Confidential 21

95

70

80 85

75

Business Value

Reduces IT Costs Improves Service Quality and Compliance

80

Reduced service

desk call volume by up to 80

Reduced time spent

on application deployment

by up to 95

Reduced downtime

due to unplanned

or unapproved changes by up to 75

Reduced total cost

of ownership

(TCO) costs by up

to 70

Reduced number of status

calls received by up to

80

Reduced trouble-shooting efforts by up to 85

Maximizes Operational Efficiencies

copy2012 FrontRange All rights reserved Proprietary amp Confidential 22

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 23

Enhanced visibility of changes as everything is tracked centrally within ITSM

Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software

Faster remediation of software reinstallation repair requests

Faster service delivery with automated approval and deployment processes

Customer Success Bauer Group

copy2012 FrontRange All rights reserved Proprietary amp Confidential 24

Reduced incident management costs by 30

Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service

Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25

Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need

Customer Success Raging Wire

copy2012 FrontRange All rights reserved Proprietary amp Confidential 25

Improved a number of strategic processes throughout the business

Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes

Expanded the range of services to include additional capabilities such as change management configuration management and service level management

Offered the greatest degree of flexibility and extensibility

Customer Success Pizza Hut

copy2012 FrontRange All rights reserved Proprietary amp Confidential 26

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 27

Summary

bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT

bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all

sizes bull Only ITSM provider that delivers Service Management with

fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM

solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for

more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing

operational efficiencies with reduced cost and complexity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 10

Barriers to Success Low level of integration between multiple ITSM solutions

Key Barriers

bull Disparate end user service management inventory client management tool sets

bull Organizational silos bull Lacking defined end-to-end

processes workflows bull Technical challenges and cost of

integration of many point solutions

31

29

13

12

10

6

Multiple solutions in place andsome solutionstools are

integrated

Multiple solutions in place andnot integrated tools and

solutions that do not work inhellip

We have one toolsolution inplace for all ITAM and ITSM

processes and tasks

Multiple solutions in place buthighly integrated

We have no solutions in placeto manage IT assets or IT

services

Dont know

0 5 10 15 20 25 30 35

Source IDG Research Survey September 2011

copy2012 FrontRange All rights reserved Proprietary amp Confidential 11

Source CIO Peer2Peer Research Panel between June 25 2012 and June 27 2012 Q6 When sourcing IT service management solutions for your organization do you prefer to utilize Base 95 respondents at organizations with at least 1000 employees

Hybrid Preferred 55 prefer a mix of cloud and on-premise solutions

Preference for Type of ITSM Solutions

13

33 55

Cloud-based solutions On-premise Solutions Hybrid Model (Mix of on-premise amp cloud solutions deployed in the business)

copy2012 FrontRange All rights reserved Proprietary amp Confidential 12

On-Premise Model Not Going Away By 2015 New Purchases 50 Cloud amp 50 On-Premise

13

ldquoThe flip side of our prediction that 50 of all new IT service desk tool purchases will utilize the SaaS model by 2015 is that 50 will use the perpetual modelrdquo

ldquoThe SaaS model will continue to grow in popularity until 2015 when interest will begin to level offrdquo

Source Gartner SaaS Continues to Grow in the IT Service Desk Market March 29 2011

copy2012 FrontRange All rights reserved Proprietary amp Confidential 13

SaaS Moving Back to On-Premise By 2014 30 of SaaS Will Switch Back to On-Premise

13

ldquoSaaS-based ITSM tools appear to provide cost savings However failure to account for the resources to implement integrate operate and maintain the tools will result in the inability to extract value and achieve the expected ROIrdquo

ldquoBy 2014 30 of IampO organizations using SaaS ITSM tools will switch back to on-premise ITSM solutionsrdquo

Source Gartner How to Decide Whether SaaS ITSM Tools Make Sense for Your Organization August 21 2012

copy2012 FrontRange All rights reserved Proprietary amp Confidential 14

The ITSM Maturity Model

Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012

VALU

E

TIME

LEVEL 1 IT HelpDesk Tools

LEVEL 2 IT Service Desk Tools

LEVEL 3 - 5 ITSM Tools

Incident Problem Inventory amp Knowledge Management and Reporting

Change Management Self Service Service Request Management SLA Management

Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility

copy2012 FrontRange All rights reserved Proprietary amp Confidential 15

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 16

HEAT Service Management Platform

copy2012 FrontRange All rights reserved Proprietary amp Confidential 17

HEAT Integrated ITSM Solution

Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management

Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation

copy2012 FrontRange All rights reserved Proprietary amp Confidential 18

HEAT ITSM Process Lifecycle

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 19

VALU

E

TIME

LEVEL 1 Basic

LEVEL 2 Intermediate

LEVEL 3 - 5 Advanced

Help Desk amp Ticket Management solutions built for cloud or on-premise

Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control

Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management

HEAT Solutions for Each Stage of ITSM Maturity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 20

The HEAT ITSM Solution Difference

bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models

bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)

bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities

bull Enhances efficiency and reduces service resolution costs by up to 70

bull End-to-end integrated client management capabilities enables the standardization of business processes

bull Improves the mean time to repair (MTTR) by up to 75

FLEXIBLE

ADVANCED

COMPLETE

copy2012 FrontRange All rights reserved Proprietary amp Confidential 21

95

70

80 85

75

Business Value

Reduces IT Costs Improves Service Quality and Compliance

80

Reduced service

desk call volume by up to 80

Reduced time spent

on application deployment

by up to 95

Reduced downtime

due to unplanned

or unapproved changes by up to 75

Reduced total cost

of ownership

(TCO) costs by up

to 70

Reduced number of status

calls received by up to

80

Reduced trouble-shooting efforts by up to 85

Maximizes Operational Efficiencies

copy2012 FrontRange All rights reserved Proprietary amp Confidential 22

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 23

Enhanced visibility of changes as everything is tracked centrally within ITSM

Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software

Faster remediation of software reinstallation repair requests

Faster service delivery with automated approval and deployment processes

Customer Success Bauer Group

copy2012 FrontRange All rights reserved Proprietary amp Confidential 24

Reduced incident management costs by 30

Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service

Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25

Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need

Customer Success Raging Wire

copy2012 FrontRange All rights reserved Proprietary amp Confidential 25

Improved a number of strategic processes throughout the business

Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes

Expanded the range of services to include additional capabilities such as change management configuration management and service level management

Offered the greatest degree of flexibility and extensibility

Customer Success Pizza Hut

copy2012 FrontRange All rights reserved Proprietary amp Confidential 26

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 27

Summary

bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT

bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all

sizes bull Only ITSM provider that delivers Service Management with

fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM

solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for

more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing

operational efficiencies with reduced cost and complexity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 11

Source CIO Peer2Peer Research Panel between June 25 2012 and June 27 2012 Q6 When sourcing IT service management solutions for your organization do you prefer to utilize Base 95 respondents at organizations with at least 1000 employees

Hybrid Preferred 55 prefer a mix of cloud and on-premise solutions

Preference for Type of ITSM Solutions

13

33 55

Cloud-based solutions On-premise Solutions Hybrid Model (Mix of on-premise amp cloud solutions deployed in the business)

copy2012 FrontRange All rights reserved Proprietary amp Confidential 12

On-Premise Model Not Going Away By 2015 New Purchases 50 Cloud amp 50 On-Premise

13

ldquoThe flip side of our prediction that 50 of all new IT service desk tool purchases will utilize the SaaS model by 2015 is that 50 will use the perpetual modelrdquo

ldquoThe SaaS model will continue to grow in popularity until 2015 when interest will begin to level offrdquo

Source Gartner SaaS Continues to Grow in the IT Service Desk Market March 29 2011

copy2012 FrontRange All rights reserved Proprietary amp Confidential 13

SaaS Moving Back to On-Premise By 2014 30 of SaaS Will Switch Back to On-Premise

13

ldquoSaaS-based ITSM tools appear to provide cost savings However failure to account for the resources to implement integrate operate and maintain the tools will result in the inability to extract value and achieve the expected ROIrdquo

ldquoBy 2014 30 of IampO organizations using SaaS ITSM tools will switch back to on-premise ITSM solutionsrdquo

Source Gartner How to Decide Whether SaaS ITSM Tools Make Sense for Your Organization August 21 2012

copy2012 FrontRange All rights reserved Proprietary amp Confidential 14

The ITSM Maturity Model

Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012

VALU

E

TIME

LEVEL 1 IT HelpDesk Tools

LEVEL 2 IT Service Desk Tools

LEVEL 3 - 5 ITSM Tools

Incident Problem Inventory amp Knowledge Management and Reporting

Change Management Self Service Service Request Management SLA Management

Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility

copy2012 FrontRange All rights reserved Proprietary amp Confidential 15

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 16

HEAT Service Management Platform

copy2012 FrontRange All rights reserved Proprietary amp Confidential 17

HEAT Integrated ITSM Solution

Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management

Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation

copy2012 FrontRange All rights reserved Proprietary amp Confidential 18

HEAT ITSM Process Lifecycle

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 19

VALU

E

TIME

LEVEL 1 Basic

LEVEL 2 Intermediate

LEVEL 3 - 5 Advanced

Help Desk amp Ticket Management solutions built for cloud or on-premise

Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control

Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management

HEAT Solutions for Each Stage of ITSM Maturity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 20

The HEAT ITSM Solution Difference

bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models

bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)

bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities

bull Enhances efficiency and reduces service resolution costs by up to 70

bull End-to-end integrated client management capabilities enables the standardization of business processes

bull Improves the mean time to repair (MTTR) by up to 75

FLEXIBLE

ADVANCED

COMPLETE

copy2012 FrontRange All rights reserved Proprietary amp Confidential 21

95

70

80 85

75

Business Value

Reduces IT Costs Improves Service Quality and Compliance

80

Reduced service

desk call volume by up to 80

Reduced time spent

on application deployment

by up to 95

Reduced downtime

due to unplanned

or unapproved changes by up to 75

Reduced total cost

of ownership

(TCO) costs by up

to 70

Reduced number of status

calls received by up to

80

Reduced trouble-shooting efforts by up to 85

Maximizes Operational Efficiencies

copy2012 FrontRange All rights reserved Proprietary amp Confidential 22

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 23

Enhanced visibility of changes as everything is tracked centrally within ITSM

Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software

Faster remediation of software reinstallation repair requests

Faster service delivery with automated approval and deployment processes

Customer Success Bauer Group

copy2012 FrontRange All rights reserved Proprietary amp Confidential 24

Reduced incident management costs by 30

Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service

Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25

Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need

Customer Success Raging Wire

copy2012 FrontRange All rights reserved Proprietary amp Confidential 25

Improved a number of strategic processes throughout the business

Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes

Expanded the range of services to include additional capabilities such as change management configuration management and service level management

Offered the greatest degree of flexibility and extensibility

Customer Success Pizza Hut

copy2012 FrontRange All rights reserved Proprietary amp Confidential 26

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 27

Summary

bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT

bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all

sizes bull Only ITSM provider that delivers Service Management with

fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM

solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for

more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing

operational efficiencies with reduced cost and complexity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 12

On-Premise Model Not Going Away By 2015 New Purchases 50 Cloud amp 50 On-Premise

13

ldquoThe flip side of our prediction that 50 of all new IT service desk tool purchases will utilize the SaaS model by 2015 is that 50 will use the perpetual modelrdquo

ldquoThe SaaS model will continue to grow in popularity until 2015 when interest will begin to level offrdquo

Source Gartner SaaS Continues to Grow in the IT Service Desk Market March 29 2011

copy2012 FrontRange All rights reserved Proprietary amp Confidential 13

SaaS Moving Back to On-Premise By 2014 30 of SaaS Will Switch Back to On-Premise

13

ldquoSaaS-based ITSM tools appear to provide cost savings However failure to account for the resources to implement integrate operate and maintain the tools will result in the inability to extract value and achieve the expected ROIrdquo

ldquoBy 2014 30 of IampO organizations using SaaS ITSM tools will switch back to on-premise ITSM solutionsrdquo

Source Gartner How to Decide Whether SaaS ITSM Tools Make Sense for Your Organization August 21 2012

copy2012 FrontRange All rights reserved Proprietary amp Confidential 14

The ITSM Maturity Model

Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012

VALU

E

TIME

LEVEL 1 IT HelpDesk Tools

LEVEL 2 IT Service Desk Tools

LEVEL 3 - 5 ITSM Tools

Incident Problem Inventory amp Knowledge Management and Reporting

Change Management Self Service Service Request Management SLA Management

Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility

copy2012 FrontRange All rights reserved Proprietary amp Confidential 15

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 16

HEAT Service Management Platform

copy2012 FrontRange All rights reserved Proprietary amp Confidential 17

HEAT Integrated ITSM Solution

Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management

Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation

copy2012 FrontRange All rights reserved Proprietary amp Confidential 18

HEAT ITSM Process Lifecycle

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 19

VALU

E

TIME

LEVEL 1 Basic

LEVEL 2 Intermediate

LEVEL 3 - 5 Advanced

Help Desk amp Ticket Management solutions built for cloud or on-premise

Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control

Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management

HEAT Solutions for Each Stage of ITSM Maturity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 20

The HEAT ITSM Solution Difference

bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models

bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)

bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities

bull Enhances efficiency and reduces service resolution costs by up to 70

bull End-to-end integrated client management capabilities enables the standardization of business processes

bull Improves the mean time to repair (MTTR) by up to 75

FLEXIBLE

ADVANCED

COMPLETE

copy2012 FrontRange All rights reserved Proprietary amp Confidential 21

95

70

80 85

75

Business Value

Reduces IT Costs Improves Service Quality and Compliance

80

Reduced service

desk call volume by up to 80

Reduced time spent

on application deployment

by up to 95

Reduced downtime

due to unplanned

or unapproved changes by up to 75

Reduced total cost

of ownership

(TCO) costs by up

to 70

Reduced number of status

calls received by up to

80

Reduced trouble-shooting efforts by up to 85

Maximizes Operational Efficiencies

copy2012 FrontRange All rights reserved Proprietary amp Confidential 22

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 23

Enhanced visibility of changes as everything is tracked centrally within ITSM

Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software

Faster remediation of software reinstallation repair requests

Faster service delivery with automated approval and deployment processes

Customer Success Bauer Group

copy2012 FrontRange All rights reserved Proprietary amp Confidential 24

Reduced incident management costs by 30

Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service

Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25

Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need

Customer Success Raging Wire

copy2012 FrontRange All rights reserved Proprietary amp Confidential 25

Improved a number of strategic processes throughout the business

Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes

Expanded the range of services to include additional capabilities such as change management configuration management and service level management

Offered the greatest degree of flexibility and extensibility

Customer Success Pizza Hut

copy2012 FrontRange All rights reserved Proprietary amp Confidential 26

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 27

Summary

bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT

bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all

sizes bull Only ITSM provider that delivers Service Management with

fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM

solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for

more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing

operational efficiencies with reduced cost and complexity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 13

SaaS Moving Back to On-Premise By 2014 30 of SaaS Will Switch Back to On-Premise

13

ldquoSaaS-based ITSM tools appear to provide cost savings However failure to account for the resources to implement integrate operate and maintain the tools will result in the inability to extract value and achieve the expected ROIrdquo

ldquoBy 2014 30 of IampO organizations using SaaS ITSM tools will switch back to on-premise ITSM solutionsrdquo

Source Gartner How to Decide Whether SaaS ITSM Tools Make Sense for Your Organization August 21 2012

copy2012 FrontRange All rights reserved Proprietary amp Confidential 14

The ITSM Maturity Model

Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012

VALU

E

TIME

LEVEL 1 IT HelpDesk Tools

LEVEL 2 IT Service Desk Tools

LEVEL 3 - 5 ITSM Tools

Incident Problem Inventory amp Knowledge Management and Reporting

Change Management Self Service Service Request Management SLA Management

Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility

copy2012 FrontRange All rights reserved Proprietary amp Confidential 15

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 16

HEAT Service Management Platform

copy2012 FrontRange All rights reserved Proprietary amp Confidential 17

HEAT Integrated ITSM Solution

Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management

Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation

copy2012 FrontRange All rights reserved Proprietary amp Confidential 18

HEAT ITSM Process Lifecycle

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 19

VALU

E

TIME

LEVEL 1 Basic

LEVEL 2 Intermediate

LEVEL 3 - 5 Advanced

Help Desk amp Ticket Management solutions built for cloud or on-premise

Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control

Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management

HEAT Solutions for Each Stage of ITSM Maturity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 20

The HEAT ITSM Solution Difference

bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models

bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)

bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities

bull Enhances efficiency and reduces service resolution costs by up to 70

bull End-to-end integrated client management capabilities enables the standardization of business processes

bull Improves the mean time to repair (MTTR) by up to 75

FLEXIBLE

ADVANCED

COMPLETE

copy2012 FrontRange All rights reserved Proprietary amp Confidential 21

95

70

80 85

75

Business Value

Reduces IT Costs Improves Service Quality and Compliance

80

Reduced service

desk call volume by up to 80

Reduced time spent

on application deployment

by up to 95

Reduced downtime

due to unplanned

or unapproved changes by up to 75

Reduced total cost

of ownership

(TCO) costs by up

to 70

Reduced number of status

calls received by up to

80

Reduced trouble-shooting efforts by up to 85

Maximizes Operational Efficiencies

copy2012 FrontRange All rights reserved Proprietary amp Confidential 22

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 23

Enhanced visibility of changes as everything is tracked centrally within ITSM

Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software

Faster remediation of software reinstallation repair requests

Faster service delivery with automated approval and deployment processes

Customer Success Bauer Group

copy2012 FrontRange All rights reserved Proprietary amp Confidential 24

Reduced incident management costs by 30

Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service

Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25

Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need

Customer Success Raging Wire

copy2012 FrontRange All rights reserved Proprietary amp Confidential 25

Improved a number of strategic processes throughout the business

Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes

Expanded the range of services to include additional capabilities such as change management configuration management and service level management

Offered the greatest degree of flexibility and extensibility

Customer Success Pizza Hut

copy2012 FrontRange All rights reserved Proprietary amp Confidential 26

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 27

Summary

bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT

bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all

sizes bull Only ITSM provider that delivers Service Management with

fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM

solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for

more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing

operational efficiencies with reduced cost and complexity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 14

The ITSM Maturity Model

Source Gartner IT Service Desk Tool Acquisitions Must Be Based on Infrastructure and Operations Maturity May 4 2012

VALU

E

TIME

LEVEL 1 IT HelpDesk Tools

LEVEL 2 IT Service Desk Tools

LEVEL 3 - 5 ITSM Tools

Incident Problem Inventory amp Knowledge Management and Reporting

Change Management Self Service Service Request Management SLA Management

Service Virtualization Release Governance Social IT Management Analytics amp Reporting and Mobility

copy2012 FrontRange All rights reserved Proprietary amp Confidential 15

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 16

HEAT Service Management Platform

copy2012 FrontRange All rights reserved Proprietary amp Confidential 17

HEAT Integrated ITSM Solution

Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management

Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation

copy2012 FrontRange All rights reserved Proprietary amp Confidential 18

HEAT ITSM Process Lifecycle

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 19

VALU

E

TIME

LEVEL 1 Basic

LEVEL 2 Intermediate

LEVEL 3 - 5 Advanced

Help Desk amp Ticket Management solutions built for cloud or on-premise

Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control

Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management

HEAT Solutions for Each Stage of ITSM Maturity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 20

The HEAT ITSM Solution Difference

bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models

bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)

bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities

bull Enhances efficiency and reduces service resolution costs by up to 70

bull End-to-end integrated client management capabilities enables the standardization of business processes

bull Improves the mean time to repair (MTTR) by up to 75

FLEXIBLE

ADVANCED

COMPLETE

copy2012 FrontRange All rights reserved Proprietary amp Confidential 21

95

70

80 85

75

Business Value

Reduces IT Costs Improves Service Quality and Compliance

80

Reduced service

desk call volume by up to 80

Reduced time spent

on application deployment

by up to 95

Reduced downtime

due to unplanned

or unapproved changes by up to 75

Reduced total cost

of ownership

(TCO) costs by up

to 70

Reduced number of status

calls received by up to

80

Reduced trouble-shooting efforts by up to 85

Maximizes Operational Efficiencies

copy2012 FrontRange All rights reserved Proprietary amp Confidential 22

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 23

Enhanced visibility of changes as everything is tracked centrally within ITSM

Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software

Faster remediation of software reinstallation repair requests

Faster service delivery with automated approval and deployment processes

Customer Success Bauer Group

copy2012 FrontRange All rights reserved Proprietary amp Confidential 24

Reduced incident management costs by 30

Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service

Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25

Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need

Customer Success Raging Wire

copy2012 FrontRange All rights reserved Proprietary amp Confidential 25

Improved a number of strategic processes throughout the business

Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes

Expanded the range of services to include additional capabilities such as change management configuration management and service level management

Offered the greatest degree of flexibility and extensibility

Customer Success Pizza Hut

copy2012 FrontRange All rights reserved Proprietary amp Confidential 26

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 27

Summary

bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT

bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all

sizes bull Only ITSM provider that delivers Service Management with

fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM

solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for

more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing

operational efficiencies with reduced cost and complexity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 15

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 16

HEAT Service Management Platform

copy2012 FrontRange All rights reserved Proprietary amp Confidential 17

HEAT Integrated ITSM Solution

Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management

Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation

copy2012 FrontRange All rights reserved Proprietary amp Confidential 18

HEAT ITSM Process Lifecycle

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 19

VALU

E

TIME

LEVEL 1 Basic

LEVEL 2 Intermediate

LEVEL 3 - 5 Advanced

Help Desk amp Ticket Management solutions built for cloud or on-premise

Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control

Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management

HEAT Solutions for Each Stage of ITSM Maturity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 20

The HEAT ITSM Solution Difference

bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models

bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)

bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities

bull Enhances efficiency and reduces service resolution costs by up to 70

bull End-to-end integrated client management capabilities enables the standardization of business processes

bull Improves the mean time to repair (MTTR) by up to 75

FLEXIBLE

ADVANCED

COMPLETE

copy2012 FrontRange All rights reserved Proprietary amp Confidential 21

95

70

80 85

75

Business Value

Reduces IT Costs Improves Service Quality and Compliance

80

Reduced service

desk call volume by up to 80

Reduced time spent

on application deployment

by up to 95

Reduced downtime

due to unplanned

or unapproved changes by up to 75

Reduced total cost

of ownership

(TCO) costs by up

to 70

Reduced number of status

calls received by up to

80

Reduced trouble-shooting efforts by up to 85

Maximizes Operational Efficiencies

copy2012 FrontRange All rights reserved Proprietary amp Confidential 22

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 23

Enhanced visibility of changes as everything is tracked centrally within ITSM

Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software

Faster remediation of software reinstallation repair requests

Faster service delivery with automated approval and deployment processes

Customer Success Bauer Group

copy2012 FrontRange All rights reserved Proprietary amp Confidential 24

Reduced incident management costs by 30

Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service

Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25

Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need

Customer Success Raging Wire

copy2012 FrontRange All rights reserved Proprietary amp Confidential 25

Improved a number of strategic processes throughout the business

Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes

Expanded the range of services to include additional capabilities such as change management configuration management and service level management

Offered the greatest degree of flexibility and extensibility

Customer Success Pizza Hut

copy2012 FrontRange All rights reserved Proprietary amp Confidential 26

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 27

Summary

bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT

bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all

sizes bull Only ITSM provider that delivers Service Management with

fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM

solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for

more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing

operational efficiencies with reduced cost and complexity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 16

HEAT Service Management Platform

copy2012 FrontRange All rights reserved Proprietary amp Confidential 17

HEAT Integrated ITSM Solution

Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management

Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation

copy2012 FrontRange All rights reserved Proprietary amp Confidential 18

HEAT ITSM Process Lifecycle

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 19

VALU

E

TIME

LEVEL 1 Basic

LEVEL 2 Intermediate

LEVEL 3 - 5 Advanced

Help Desk amp Ticket Management solutions built for cloud or on-premise

Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control

Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management

HEAT Solutions for Each Stage of ITSM Maturity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 20

The HEAT ITSM Solution Difference

bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models

bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)

bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities

bull Enhances efficiency and reduces service resolution costs by up to 70

bull End-to-end integrated client management capabilities enables the standardization of business processes

bull Improves the mean time to repair (MTTR) by up to 75

FLEXIBLE

ADVANCED

COMPLETE

copy2012 FrontRange All rights reserved Proprietary amp Confidential 21

95

70

80 85

75

Business Value

Reduces IT Costs Improves Service Quality and Compliance

80

Reduced service

desk call volume by up to 80

Reduced time spent

on application deployment

by up to 95

Reduced downtime

due to unplanned

or unapproved changes by up to 75

Reduced total cost

of ownership

(TCO) costs by up

to 70

Reduced number of status

calls received by up to

80

Reduced trouble-shooting efforts by up to 85

Maximizes Operational Efficiencies

copy2012 FrontRange All rights reserved Proprietary amp Confidential 22

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 23

Enhanced visibility of changes as everything is tracked centrally within ITSM

Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software

Faster remediation of software reinstallation repair requests

Faster service delivery with automated approval and deployment processes

Customer Success Bauer Group

copy2012 FrontRange All rights reserved Proprietary amp Confidential 24

Reduced incident management costs by 30

Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service

Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25

Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need

Customer Success Raging Wire

copy2012 FrontRange All rights reserved Proprietary amp Confidential 25

Improved a number of strategic processes throughout the business

Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes

Expanded the range of services to include additional capabilities such as change management configuration management and service level management

Offered the greatest degree of flexibility and extensibility

Customer Success Pizza Hut

copy2012 FrontRange All rights reserved Proprietary amp Confidential 26

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 27

Summary

bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT

bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all

sizes bull Only ITSM provider that delivers Service Management with

fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM

solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for

more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing

operational efficiencies with reduced cost and complexity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 17

HEAT Integrated ITSM Solution

Client Management bull Software Deployment bull Software Packaging bull Process Automation bull Compliance Enforcement bull OS Deployment amp Migration bull Patch Management bull Software Updates amp Re-visioning bull IT Audit amp Inventory Management bull Mobile Device Management bull Server Management bull License Management bull Remote Control bull Virtualization Management

Service Management bull Incident Management bull Request Management bull Problem Management bull Change Management bull Release Management bull Service Level Management bull Configuration Management bull Knowledge Management bull Self Service bull Mobile Field Service bull Inventory Discovery bull Visualization Mapping bull Workflow amp Voice Automation

copy2012 FrontRange All rights reserved Proprietary amp Confidential 18

HEAT ITSM Process Lifecycle

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 19

VALU

E

TIME

LEVEL 1 Basic

LEVEL 2 Intermediate

LEVEL 3 - 5 Advanced

Help Desk amp Ticket Management solutions built for cloud or on-premise

Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control

Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management

HEAT Solutions for Each Stage of ITSM Maturity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 20

The HEAT ITSM Solution Difference

bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models

bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)

bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities

bull Enhances efficiency and reduces service resolution costs by up to 70

bull End-to-end integrated client management capabilities enables the standardization of business processes

bull Improves the mean time to repair (MTTR) by up to 75

FLEXIBLE

ADVANCED

COMPLETE

copy2012 FrontRange All rights reserved Proprietary amp Confidential 21

95

70

80 85

75

Business Value

Reduces IT Costs Improves Service Quality and Compliance

80

Reduced service

desk call volume by up to 80

Reduced time spent

on application deployment

by up to 95

Reduced downtime

due to unplanned

or unapproved changes by up to 75

Reduced total cost

of ownership

(TCO) costs by up

to 70

Reduced number of status

calls received by up to

80

Reduced trouble-shooting efforts by up to 85

Maximizes Operational Efficiencies

copy2012 FrontRange All rights reserved Proprietary amp Confidential 22

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 23

Enhanced visibility of changes as everything is tracked centrally within ITSM

Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software

Faster remediation of software reinstallation repair requests

Faster service delivery with automated approval and deployment processes

Customer Success Bauer Group

copy2012 FrontRange All rights reserved Proprietary amp Confidential 24

Reduced incident management costs by 30

Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service

Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25

Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need

Customer Success Raging Wire

copy2012 FrontRange All rights reserved Proprietary amp Confidential 25

Improved a number of strategic processes throughout the business

Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes

Expanded the range of services to include additional capabilities such as change management configuration management and service level management

Offered the greatest degree of flexibility and extensibility

Customer Success Pizza Hut

copy2012 FrontRange All rights reserved Proprietary amp Confidential 26

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 27

Summary

bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT

bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all

sizes bull Only ITSM provider that delivers Service Management with

fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM

solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for

more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing

operational efficiencies with reduced cost and complexity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 18

HEAT ITSM Process Lifecycle

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 19

VALU

E

TIME

LEVEL 1 Basic

LEVEL 2 Intermediate

LEVEL 3 - 5 Advanced

Help Desk amp Ticket Management solutions built for cloud or on-premise

Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control

Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management

HEAT Solutions for Each Stage of ITSM Maturity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 20

The HEAT ITSM Solution Difference

bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models

bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)

bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities

bull Enhances efficiency and reduces service resolution costs by up to 70

bull End-to-end integrated client management capabilities enables the standardization of business processes

bull Improves the mean time to repair (MTTR) by up to 75

FLEXIBLE

ADVANCED

COMPLETE

copy2012 FrontRange All rights reserved Proprietary amp Confidential 21

95

70

80 85

75

Business Value

Reduces IT Costs Improves Service Quality and Compliance

80

Reduced service

desk call volume by up to 80

Reduced time spent

on application deployment

by up to 95

Reduced downtime

due to unplanned

or unapproved changes by up to 75

Reduced total cost

of ownership

(TCO) costs by up

to 70

Reduced number of status

calls received by up to

80

Reduced trouble-shooting efforts by up to 85

Maximizes Operational Efficiencies

copy2012 FrontRange All rights reserved Proprietary amp Confidential 22

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 23

Enhanced visibility of changes as everything is tracked centrally within ITSM

Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software

Faster remediation of software reinstallation repair requests

Faster service delivery with automated approval and deployment processes

Customer Success Bauer Group

copy2012 FrontRange All rights reserved Proprietary amp Confidential 24

Reduced incident management costs by 30

Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service

Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25

Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need

Customer Success Raging Wire

copy2012 FrontRange All rights reserved Proprietary amp Confidential 25

Improved a number of strategic processes throughout the business

Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes

Expanded the range of services to include additional capabilities such as change management configuration management and service level management

Offered the greatest degree of flexibility and extensibility

Customer Success Pizza Hut

copy2012 FrontRange All rights reserved Proprietary amp Confidential 26

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 27

Summary

bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT

bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all

sizes bull Only ITSM provider that delivers Service Management with

fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM

solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for

more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing

operational efficiencies with reduced cost and complexity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 19

VALU

E

TIME

LEVEL 1 Basic

LEVEL 2 Intermediate

LEVEL 3 - 5 Advanced

Help Desk amp Ticket Management solutions built for cloud or on-premise

Service amp Client Management solutions including Self Service amp Service Catalog Discovery and Infrastructure Control

Integrated Service amp Client Management solutions including Workflow based platform Voice Automation and Desktop and Server Management

HEAT Solutions for Each Stage of ITSM Maturity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 20

The HEAT ITSM Solution Difference

bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models

bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)

bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities

bull Enhances efficiency and reduces service resolution costs by up to 70

bull End-to-end integrated client management capabilities enables the standardization of business processes

bull Improves the mean time to repair (MTTR) by up to 75

FLEXIBLE

ADVANCED

COMPLETE

copy2012 FrontRange All rights reserved Proprietary amp Confidential 21

95

70

80 85

75

Business Value

Reduces IT Costs Improves Service Quality and Compliance

80

Reduced service

desk call volume by up to 80

Reduced time spent

on application deployment

by up to 95

Reduced downtime

due to unplanned

or unapproved changes by up to 75

Reduced total cost

of ownership

(TCO) costs by up

to 70

Reduced number of status

calls received by up to

80

Reduced trouble-shooting efforts by up to 85

Maximizes Operational Efficiencies

copy2012 FrontRange All rights reserved Proprietary amp Confidential 22

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 23

Enhanced visibility of changes as everything is tracked centrally within ITSM

Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software

Faster remediation of software reinstallation repair requests

Faster service delivery with automated approval and deployment processes

Customer Success Bauer Group

copy2012 FrontRange All rights reserved Proprietary amp Confidential 24

Reduced incident management costs by 30

Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service

Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25

Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need

Customer Success Raging Wire

copy2012 FrontRange All rights reserved Proprietary amp Confidential 25

Improved a number of strategic processes throughout the business

Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes

Expanded the range of services to include additional capabilities such as change management configuration management and service level management

Offered the greatest degree of flexibility and extensibility

Customer Success Pizza Hut

copy2012 FrontRange All rights reserved Proprietary amp Confidential 26

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 27

Summary

bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT

bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all

sizes bull Only ITSM provider that delivers Service Management with

fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM

solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for

more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing

operational efficiencies with reduced cost and complexity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 20

The HEAT ITSM Solution Difference

bull Standardize on single service management solution with ldquofit-for-purposerdquo cloud and on-premise deployment models

bull Allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both)

bull Most advanced ITSM solution in the world with fully integrated voice-enabled capabilities

bull Enhances efficiency and reduces service resolution costs by up to 70

bull End-to-end integrated client management capabilities enables the standardization of business processes

bull Improves the mean time to repair (MTTR) by up to 75

FLEXIBLE

ADVANCED

COMPLETE

copy2012 FrontRange All rights reserved Proprietary amp Confidential 21

95

70

80 85

75

Business Value

Reduces IT Costs Improves Service Quality and Compliance

80

Reduced service

desk call volume by up to 80

Reduced time spent

on application deployment

by up to 95

Reduced downtime

due to unplanned

or unapproved changes by up to 75

Reduced total cost

of ownership

(TCO) costs by up

to 70

Reduced number of status

calls received by up to

80

Reduced trouble-shooting efforts by up to 85

Maximizes Operational Efficiencies

copy2012 FrontRange All rights reserved Proprietary amp Confidential 22

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 23

Enhanced visibility of changes as everything is tracked centrally within ITSM

Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software

Faster remediation of software reinstallation repair requests

Faster service delivery with automated approval and deployment processes

Customer Success Bauer Group

copy2012 FrontRange All rights reserved Proprietary amp Confidential 24

Reduced incident management costs by 30

Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service

Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25

Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need

Customer Success Raging Wire

copy2012 FrontRange All rights reserved Proprietary amp Confidential 25

Improved a number of strategic processes throughout the business

Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes

Expanded the range of services to include additional capabilities such as change management configuration management and service level management

Offered the greatest degree of flexibility and extensibility

Customer Success Pizza Hut

copy2012 FrontRange All rights reserved Proprietary amp Confidential 26

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 27

Summary

bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT

bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all

sizes bull Only ITSM provider that delivers Service Management with

fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM

solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for

more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing

operational efficiencies with reduced cost and complexity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 21

95

70

80 85

75

Business Value

Reduces IT Costs Improves Service Quality and Compliance

80

Reduced service

desk call volume by up to 80

Reduced time spent

on application deployment

by up to 95

Reduced downtime

due to unplanned

or unapproved changes by up to 75

Reduced total cost

of ownership

(TCO) costs by up

to 70

Reduced number of status

calls received by up to

80

Reduced trouble-shooting efforts by up to 85

Maximizes Operational Efficiencies

copy2012 FrontRange All rights reserved Proprietary amp Confidential 22

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 23

Enhanced visibility of changes as everything is tracked centrally within ITSM

Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software

Faster remediation of software reinstallation repair requests

Faster service delivery with automated approval and deployment processes

Customer Success Bauer Group

copy2012 FrontRange All rights reserved Proprietary amp Confidential 24

Reduced incident management costs by 30

Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service

Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25

Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need

Customer Success Raging Wire

copy2012 FrontRange All rights reserved Proprietary amp Confidential 25

Improved a number of strategic processes throughout the business

Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes

Expanded the range of services to include additional capabilities such as change management configuration management and service level management

Offered the greatest degree of flexibility and extensibility

Customer Success Pizza Hut

copy2012 FrontRange All rights reserved Proprietary amp Confidential 26

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 27

Summary

bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT

bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all

sizes bull Only ITSM provider that delivers Service Management with

fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM

solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for

more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing

operational efficiencies with reduced cost and complexity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 22

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 23

Enhanced visibility of changes as everything is tracked centrally within ITSM

Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software

Faster remediation of software reinstallation repair requests

Faster service delivery with automated approval and deployment processes

Customer Success Bauer Group

copy2012 FrontRange All rights reserved Proprietary amp Confidential 24

Reduced incident management costs by 30

Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service

Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25

Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need

Customer Success Raging Wire

copy2012 FrontRange All rights reserved Proprietary amp Confidential 25

Improved a number of strategic processes throughout the business

Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes

Expanded the range of services to include additional capabilities such as change management configuration management and service level management

Offered the greatest degree of flexibility and extensibility

Customer Success Pizza Hut

copy2012 FrontRange All rights reserved Proprietary amp Confidential 26

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 27

Summary

bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT

bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all

sizes bull Only ITSM provider that delivers Service Management with

fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM

solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for

more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing

operational efficiencies with reduced cost and complexity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 23

Enhanced visibility of changes as everything is tracked centrally within ITSM

Company BAUER Group is an international construction and machinery manufacturing company based in Bavaria Germany with about 9700 employees Problem The Service Desk was overwhelmed with software requests and could not fulfill the requests in a timely manner Solution FrontRange ITSM DSM and Service Catalog enabled end users to choose software which initiated an automated approval and installation of the software

Faster remediation of software reinstallation repair requests

Faster service delivery with automated approval and deployment processes

Customer Success Bauer Group

copy2012 FrontRange All rights reserved Proprietary amp Confidential 24

Reduced incident management costs by 30

Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service

Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25

Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need

Customer Success Raging Wire

copy2012 FrontRange All rights reserved Proprietary amp Confidential 25

Improved a number of strategic processes throughout the business

Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes

Expanded the range of services to include additional capabilities such as change management configuration management and service level management

Offered the greatest degree of flexibility and extensibility

Customer Success Pizza Hut

copy2012 FrontRange All rights reserved Proprietary amp Confidential 26

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 27

Summary

bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT

bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all

sizes bull Only ITSM provider that delivers Service Management with

fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM

solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for

more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing

operational efficiencies with reduced cost and complexity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 24

Reduced incident management costs by 30

Company RagingWire Data Centers provides highly customized and flexible colocation solutions to meet the needs of high-density data-intensive enterprise companies Problem Customer service is mission critical Delivery and support systems need to be integrated and accurate end-to-end Solution FrontRange SaaS Service Management provided a software hub for delivering and tracking its customer service

Mobile access reduces the time to resolve ldquoremote hands and eyesrdquo support requests by 25

Integrates easily with other key systems hellip with one interface RagingWire clients save minutes or more locating the information they need

Customer Success Raging Wire

copy2012 FrontRange All rights reserved Proprietary amp Confidential 25

Improved a number of strategic processes throughout the business

Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes

Expanded the range of services to include additional capabilities such as change management configuration management and service level management

Offered the greatest degree of flexibility and extensibility

Customer Success Pizza Hut

copy2012 FrontRange All rights reserved Proprietary amp Confidential 26

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 27

Summary

bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT

bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all

sizes bull Only ITSM provider that delivers Service Management with

fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM

solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for

more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing

operational efficiencies with reduced cost and complexity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 25

Improved a number of strategic processes throughout the business

Company Pizza Hut the largest pizza chain in the world began 50 years ago and today operates nearly 10000 restaurants in more than 90 countries Problem Needed a robust ITSM platform which could offer a complete set of enterprise class ITIL-based Service Management capabilities beyond Incident Management alone Solution FrontRange SaaS Service Management to more effectively manage and support the companyrsquos IT department including implementation and execution of critical IT processes

Expanded the range of services to include additional capabilities such as change management configuration management and service level management

Offered the greatest degree of flexibility and extensibility

Customer Success Pizza Hut

copy2012 FrontRange All rights reserved Proprietary amp Confidential 26

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 27

Summary

bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT

bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all

sizes bull Only ITSM provider that delivers Service Management with

fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM

solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for

more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing

operational efficiencies with reduced cost and complexity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 26

Agenda

bull Company Overview

bull IT Service Management Market

bull The FrontRange HEAT Solution

bull Our Customers

bull Summary

copy2012 FrontRange All rights reserved Proprietary amp Confidential 27

Summary

bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT

bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all

sizes bull Only ITSM provider that delivers Service Management with

fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM

solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for

more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing

operational efficiencies with reduced cost and complexity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 27

Summary

bull Next generation solutions must allow for bull Cloud and on-premise deployment models bull Provide for every stage of ITSM maturity bull Bridge the service client management divide bull Allow for deployment outside of traditional IT

bull Why HEAT from FrontRange bull Global leader in Hybrid ITSM solutions for enterprises of all

sizes bull Only ITSM provider that delivers Service Management with

fully integrated Voice Automation and Client Management bull HEAT is the most flexible advanced and complete ITSM

solution that fits every phase of the ITSM Maturity Model bull HEAT manages millions of service interactions a day for

more than 15000 leading organizations around the world bull Our customers deliver world-class service while maximizing

operational efficiencies with reduced cost and complexity

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 28

An Overview of FrontRange

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 29

Backup Slides

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 30

HEAT ITSM Process Lifecycle Detailed

HEAT Cloud

Hybrid

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 31

Service Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 32

Service Management Sample Customers Americas

copy2012 FrontRange All rights reserved Proprietary amp Confidential 33

Service Management Sample Customers EMEA

copy2012 FrontRange All rights reserved Proprietary amp Confidential 34

Service Management Sample Customers APAC

copy2012 FrontRange All rights reserved Proprietary amp Confidential 34

Service Management Sample Customers APAC

copy2012 FrontRange All rights reserved Proprietary amp Confidential 35

Client Management Sample Customers

copy2012 FrontRange All rights reserved Proprietary amp Confidential 36

Client Management Sample Customers Americas

copy2012 FrontRange All rights reserved Proprietary amp Confidential 37

Client Management Sample Customers EMEA

copy2012 FrontRange All rights reserved Proprietary amp Confidential 38

Client Management Sample Customers APAC

copy2012 FrontRange All rights reserved Proprietary amp Confidential 39

Cloud Sample Customers

• An Overview of FrontRange
• Agenda
• Slide Number 3
• Hybrid Defined
• Slide Number 5
• Slide Number 6
• Slide Number 7
• Sample Customers
• Agenda
• Barriers to SuccessLow level of integration between multiple ITSM solutions
• Slide Number 11
• Slide Number 12
• Slide Number 13
• Slide Number 14
• Agenda
• HEAT Service ManagementPlatform
• HEAT Integrated ITSM Solution
• HEAT ITSM Process Lifecycle
• Slide Number 19
• Slide Number 20
• Slide Number 21
• Agenda
• Slide Number 23
• Slide Number 24
• Slide Number 25
• Agenda
• Summary
• An Overview of FrontRange
• Backup Slides
• HEAT ITSM Process LifecycleDetailed
• Service ManagementSample Customers
• Service Management Sample Customers Americas
• Service ManagementSample Customers EMEA
• Service ManagementSample Customers APAC
• Client ManagementSample Customers
• Client Management Sample Customers Americas
• Client ManagementSample Customers EMEA
• Client ManagementSample Customers APAC
• CloudSample Customers