Corporate Updates

• FrontRange Solutions is now on Twitter.   Follow us @ FrontRangeSols and get the latest updates, product briefs and happenings in your area.
• Check out our new corporate website – FrontRange Solutions has recently re-launched our Corporate Website www.frontrange.com . The updated site focuses on the delivery of thought leadership pieces, easy navigation and quick access to the most requested product and support requests.
• Access to this version and all previous versions of FrontLine can be found in the FrontRange Connect Community.   

Product Updates

New Products Announcements

• FrontRange Infrastructure Management Launch
• FrontRange SAM Suite Launch
• FrontRange Solutions announces “HEAT ® Survey” to track and improve IT service to end users – go to www.frontrange.com/press for more information
• FrontRange Centennial License Manager adds more vendors to unique ‘Nexus’ hosted Software Catalogue for efficient software license management.  The Nexus has undergone a major upgrade, introducing no fewer than nine new software vendor SKUs onto the system.   The catalogue now includes SKUs from Adobe, Autodesk, Borland , CA , FrontRange, Intuit, Jasc Software, Microsoft, Novell, PGP, Oracle, Symantec and VMWare.   Go to FrontRange License Manager for more information.

Language Updates – contact your local sales office for language specific product information.

• FrontRange Discovery Available in Portuguese
• ITSM is available in Spanish and Portuguese
• FrontRange Client Lifecycle Management / Enteo v6 SR2 available in Spanish and Portuguese

End-of-Life Announcement for Third-Party Technologies

Microsoft has announced the end of mainstream support for MS SQL Server 2000 for April 2008. With the Release of Enteo v6.3, FrontRange Solutions will cease to support the following technology platforms:

• Microsoft SQL 2000
• Microsoft Server 2000
• IIS 5.x
• Citrix Presentation Server 3.0

FrontRange Solutions recommends Microsoft SQL Server 2000 users to upgrade to a fully supported technology platform, such as Microsoft SQL Server 2008.   For more information on what products and technology platforms are covered through your Maintenance Agreement, go to www.frontrange.com/support

Training Update

Check out these latest updates to the Training portfolio.   For a complete listing of all FrontRange Solutions product training offerings, go to: FrontRange Training

New Web Based Training Modules!

HEAT 9 Call Logging (On demand 24 x 7)

• This approx. 90-minute Web-based training course covers the basics of HEAT 9 Call Logging. Topics include: using the HEAT User Interface (UI); adding and updating Customer Records; understanding the call tracking workflow; creating, updating, and closing Call Records; creating Assignments and Journals; using the Web UI; adding Profile or Call Record attachments; searching for customers or calls; and maximizing efficiency with AutoTasks.

ITSM Admin Essentials (On demand 24 x 7)

• This approximately 90 minute Web-based training course covers the basic day-to-day administration of ITSM. Topics include: explaining the security model, defining system settings, discussing ITSM system features, performing maintenance and troubleshooting database issues and managing reports.

ITSM and Discovery Integration (On demand 24 x 7)

• This approximately 60 minute Web-based training course is for users performing integration of ITSM with Centennial Discovery. This course will walk you through the ITSM and Centennial Discovery® integration which enables importing your asset data into ITSM. This course covers the following topics, explaining the Inventory Synchronization Architecture, configuring Discovery Settings, configuring Discovery integration Settings in ITSM, configuring scheduler services to scan data, viewing the scanned data in ITSM and troubleshooting ITSM-Centennial Integration.

New Virtual Instructor Led Training !

• HEAT 8.4 to 9 Delta – WebEx (06/29-06/30)
• HEAT Administration I – WebEx (07/06-07/10)
• HEAT Beyond the Classroom- Ask the Experts – WebEx Series (07/13-07/17)
• HEAT Reporting & Analytics – WebEx (07/21-07/23)

Global Customer Service Update

FrontRange Global Customer Service organization has made many technology and process updates over the last several months to help improve the service provided to our valued customers.   These improvements include:

Updated Support website – www.frontrange.com/support

• Ease of navigation
• Updated content and documentation
• Streamlined access to support contact information

FrontRange Forums

• FrontRange is actively working to migrate the content from the former FrontRange Forums groups to the FrontRange Connect discussion groups so that we can all benefit from the valuable discussions and information in one consolidated location. <do we have a timeline on this?   We get a lot of chatter in the community around this and we should provide some solid timeline and detail around the status if possible>

Consolidation of product support e-mail contact points

• GoldMine, HEAT, ITSM, GMEE: customer.support@frontrange.com
• Infrastructure Management Centennial: sw_support@frontrange.com
• Infrastructure Management Enteo: support.enteo@frontrange.com
• Upgraded Incident platform

Streamlining incident lifecycle process to deliver superior customer service and enhance the support experience

Improved Support Phone IVRs Globally

Simplified the IVR menu options <from how many prompts to how many now?>

Upcoming changes:

• Ongoing improvements to KnowledgeBase and support documentation to provide deeper and more relevant support to customer base
• Continuous improvement on customer satisfaction process; incorporation of customer feedback into Customer Support best practices

NOTICE! Americas Support will be Closed for Independence Day

FrontRange Americas Support Services will be closed in observance of the Independence Day holiday on Friday, July 3 rd . During this time, you can submit an incident for a support request at http://support.frontrange.com or send an email to customer.support@frontrange.com . These requests will be answered the following business day in the order in which they were received. If you are experiencing a down system during this time you can utilize the after hours paging system by calling 800.755.2100. Normal business hours will resume Monday, July 6 th . We thank you for your understanding and wish you a safe and happy holiday.

Maintenance and Support Tips and Tricks

• In order to expedite all inquiries, please make sure that the HDA number is always included with all requests. This allows the maintenance and support representative to locate the account and be able to respond in a timely manner with accurate information.
• Keep your account information current.  Contact your renewal coordinator or send an e-mail to maintenance@frontrange.com to verify the maintenance and support renewal point of contact information as well as the company address. This will ensure that all maintenance and support renewal notifications are being sent to the appropriate contact.
• Maintenance and support renewal packets are sent 90 days prior to expiration. 

Please contact your renewal coordinator or send an e-mail to maintenance@frontrange.com if you have any questions.

Visit our website www.frontrange.com for the latest product, support and maintenance information.  

In this Issue...

• Attention Forum Members – Grow With Us
• A Closer Look at FrontRange Connect: The FAQ
• Upcoming Training
• Live Events
• Webinars
• Liquigas Closes High-Priority Calls Faster with FrontRange ITSM
• FrontRange in the News

Copyright © 2008 FrontRange Solutions Inc. All rights reserved.
For more information please read our legal terms and notices.

Attention Forum Members – Grow With Us
As the community of FrontRange users grows, so does our commitment to support that community. On January 16, 2009, Forums.frontrange.com will become a read-only site where you can search, read, and reference existing discussion threads and topics.

However, new threads and comments may not be added on this site. Instead, please access FrontRange Connect at www.frontrange.com/community and sign up for an account on FrontRange’s virtual community.

FrontRange Connect provides users with a dependable, secure and feature-rich experience. 
Benefits of FrontRange Connect include:
• Additional features not found on the Forum including an interactive wiki, event calendar, ability to schedule meetings, private messaging and more
• Improved stability and security over FrontRange Forum
• Support and resources for all FrontRange products in one location
• A network of FrontRange experts and fellow FrontRange product users providing thousands of combined years of experience in one place

Sign up for an account today. Participate in this responsive community forum and leverage the new features and functionality at www.frontrange.com/community.

Remember: As of January 16, 2009, you will no longer be able to add new content to this site. The site and content will remain available for search and reference until at least March 2009 as we work to migrate the content to FrontRange Connect discussion groups. Please copy any vital or frequently used content to the new discussions groups and/or locally for your continued use.

A Closer Look at FrontRange Connect: The FAQ
A new FAQ on FrontRange Connect helps new and veteran members familiarize themselves with the features and functions of the site.

Find it on FrontRange Connect in the Wiki section under Connect Site Information > FAQ for FrontRange Connect
http://frsconnect.frontrange.com/wiki_entry_view.aspx?topicid=2ac4b6653c6d41d7a8983e3125825229

The FAQ is dynamic. We’ll be adding more tools to assist members with blog development, scheduling meetings, and how to enhance their interactive experience. Visit often!

Upcoming Training

Hone your skills in an existing product or learn a new solution with an upcoming class.

For pricing and registration, visit http://frontrange.learn.com.

FrontRange Foundation 6.1
Feb. 2 – 6, Colorado Springs, CO
Feb. 16 – 20, Colorado Springs, CO
March 9 – 13, Schaumburg, IL

FrontRange Foundation – Business Process Manager and Designer
Jan. 26 – 30, Colorado Springs, CO
Feb. 16 – 20, Pleasanton, CA

FrontRange Foundation Advanced ITSM 6.1 (5-Day)
Jan. 26 – 30, Pleasanton, CA
Feb. 9 – 13, Colorado Springs, CO
Feb. 23 – 27, Pleasanton, CA

HEAT 8.4 Administration I
Feb. 2 – 6, Pleasanton, CA
Feb. 16 – 20, Schaumburg, IL
March 2 – 6, Colorado Springs, CO

HEAT 8.4 Administration II
Jan. 26 – 30, Colorado Springs, CO
Feb. 9 – 13, Pleasanton, CA
Feb. 23 – 27, Schaumburg, IL

Reporting and Analytics with Crystal Reports – HEAT
Feb. 3 – 5, Colorado Springs, CO
Feb. 24 – 26, Pleasanton, CA

HEAT 9.0 Delta, online course
Jan. 20 – 21

IPCM
Jan. 19 – 23, Pleasanton, CA
March 16 – 20, Pleasanton, CA

Enteo v6 Product Training
Feb. 9 – 13, Pleasanton, CA

Centennial Device Wall
March 12, Pleasanton, CA

Centennial Discovery
March 9 – 10, Pleasanton, CA

Centennial License Manager
March 11, Pleasanton, CA

Enteo v6 Product Training
Feb. 9 – 13, Pleasanton, CA
March 23 – 27, Schaumburg, IL

For a complete calendar of North American courses, please visit http://frontrange.learn.com.

Live Events

Pink Elephant ITSM Conference & Exhibition

Gain valuable insight into the constantly changing world of IT Service Management-focused services and products at the 13th Annual Conference & Exhibition hosted by Pink Elephant.

Sunday, Feb. 22 – Wednesday, Feb. 25, 2009
Las Vegas, Bellagio Hotel
https://www.pinkelephant.com/en-US/Products/Conferences/ITM09.htm

Help Desk Institute Annual Conference & Expo 2009

The world’s leading and most innovative event for technical customer support professionals.

Monday, April 6 – Wednesday April 8, 2009
Las Vegas, Mandalay Bay Resort
http://www.thinkhdi.com/hdi2009/

Don’t Miss These Panels featuring Brenda Iniguez!
Session 112 – Panelist, Tuesday, April 7, 2009 – 10:15am – 11:15am
Career Corner: Acquire Skills That Guarantee Success

Session 512 – Panelist, Wednesday, April 8, 2009
60 Ideas in 60 Minutes: Generations A-Z

Webinars

For all upcoming webinars, please visit http://www.frontrange.com/Company/ListWebinar.aspx?ccid=224 and navigate among the various FrontRange product families.

Make Your Help Desk Work Harder and Smarter with Automated Call Handling for Repetitive Incidents
Learn how FrontRange Voice delivers automated call handling for repetitive incidents as well as an entire series of new voice-enabled capabilities for your help desk.

Wednesday, February 11, 2009
11:00 AM - 12:00 PM Pacific

Wednesday, February 11, 2009
11:00 AM - 12:00 PM Pacific

Service Desk Automation with Voice - Provide Remote Access, Agent Presence Routing and Support Home-based Agents
Learn how FrontRange Voice delivers remote access, agent presence routing and supports home-based agents as well as an entire series of new voice-enabled, self-service capabilities for your IT service desk. 

Wednesday, January 21, 2009
11:00 AM - 12:00 PM Pacific

Wednesday, January 21, 2009
11:00 AM - 12:00 PM Pacific

Service Desk Automation with Voice - Provide Automated Emergency Notification Support 

Learn how FrontRange Voice delivers automated emergency notification support as well as an entire series of new voice-enabled capabilities for your IT service desk.

Wednesday, February 18, 2009
11:00 AM - 12:00 PM Pacific

Wednesday, February 18, 2009
11:00 AM - 12:00 PM Pacific

Getting a Handle on Customer Service by Having a Comprehensive Customer Focus
Learn the secrets to leveraging a comprehensive customer focus as a strategic asset to help you acquire, retain and grow more profitable customers. 

Tuesday, January 20, 2009
11:00 AM - 12:00 PM Pacific

Put Your Business in the Black with Integrated Voice for Telesales
In today's challenging economic environment the cost effectiveness and productivity gains now achievable from outbound dialing, skills-based routing, automated call scripts, rep productivity reporting, etc. are more compelling than ever.

Wednesday, January 28, 2009
11:00 AM - 12:00 PM Pacific 

Case Study: Liquigas Closes High-Priority Calls Faster with FrontRange ITSM

Liquigas implemented Incident Management, Knowledge Management and Self Service modules of FrontRange ITSM. In turn, Liquigas optimized the resolution of priority one incidents, and now concludes them within minutes and just one call.

http://www.frontrange.com/common/Files/Downloads/Case_Studies/ITSM_Casestudies/FRS_CaseStudy_Liquigas_EN_Letter.pdf

FrontRange in the News

Frontrange Solutions Eases Software License Management with New License Manager 3.0

Automatic import of Microsoft® CLP reports saves time, and support for CAL entitlements adds new levels of flexibility
http://www.frontrange.com/Company/PressReleases.aspx?id=13170

FrontRange Solutions Launches HEAT Plus Mobile to Reduce Help Desk Costs And Improve Service Management Productivity

HEAT Plus Mobile Transforms BlackBerry SmartPhones into powerful go-anywhere Service Desk clients
http://www.frontrange.com/Company/PressReleases.aspx?id=13168

December 2008

·        Introducing FrontRange Global Client Relations

·        Beam Global Spirits & Wine Manages Global IT Support with Just Six Agents

·        What’s New in FrontRange Connect

·        Upcoming Training

·        Live Events

·        Upcoming Webinars

·        FrontRange Solutions Named One of the Fastest-Growing Private Companies in America by Inc. Magazine

·        Holiday Hours for Support Services

Copyright © 2008 FrontRange Solutions Inc. All rights reserved.
For more information please read our legal terms and notices.

Introducing FrontRange Global Client Relations

In line with our commitment to quality client service and strong relationships, FrontRange Solutions formed a Global Client Relations team. The team department provides service, communications, coordination and resources to clients beyond the normal support processes.

Here’s a partial list of what Client Relations facilitates:

·        Serves as liaison between customer, partner and FrontRange resources

·        Establishes recurring, consistent and clear communications through conference calls, live meetings or email

·        Escalates issues internally

·        Enlists the resources of other FrontRange departments such as Professional Services or Development

·        Coordinates and facilitates direct involvement with Development or site visits with a Professional Services resource

·        Reviews issues and action plans to address issues

To engage Client Relations:

Write to customercare@frontrange.com or call 800.755.2100 or 719.531.5007.

Following this process ensures that you receive the quickest, most efficient assistance toward resolving your request or customer issues.

The ‘Proof” in the Numbers: Beam Global Spirits & Wine Manages Global IT Support with Just Six Agents

Beam Global Spirits & Wine easily configured HEAT for about a dozen different departments, and manages global IT support with just six agents.

Read the complete case study: http://www.frontrange.com/downloads/Detail.aspx?id=13224

What's New in FrontRange Connect

Have you noticed the Wiki area is featuring new content under each product titled “Tips and Tricks”? There are a number of tips to help you make the most of your FrontRange investment.   Get there by logging into Connect: www.frontrange.com/community and clicking on the Wiki link at the left.   Navigate the various product-related sections to find what you need.

Upcoming Training

Hone your skills in an existing product or learn a new solution with an upcoming class.

Online class

Beyond the Classroom Seminars and Ask the Expert:  Basic FrontRange BP

Jan. 9 via Live Meeting

10 AM – 1:30 PM

 Call Education at 800-776-7889 for more information or to register.

Classroom courses

For pricing and registration, visit http://frontrange.learn.com .

FrontRange Foundation 6.1

Jan. 5 – 9, Colorado Springs, CO

Jan. 19 – 23, Schaumburg, IL & Pleasanton, CA

Feb. 2 – 6, Colorado Springs, CO

FrontRange Foundation – Business Process Manager and Designer

Jan. 26 – 30, Colorado Springs, CO

Feb. 16 – 20, Pleasanton, CA

FrontRange Foundation Advanced ITSM 6.1 (5-Day)

Jan. 12 – 16, Colorado Springs, CO

Jan. 26 – 30, Pleasanton, CA

Feb. 9 – 13, Colorado Springs, CO

HEAT 8.4 Administration I

Jan. 5 – 9, Pleasanton, CA

Jan. 19 – 23, Colorado Springs, CO

Feb. 2 – 6, Pleasanton, CA

HEAT 8.4 Administration II

Jan. 12 – 16, Pleasanton, CA

Jan. 26 – 30, Colorado Springs, CO

Feb. 9 – 13, Pleasanton, CA

Reporting and Analytics with Crystal Reports – HEAT

Jan. 7 – 9, Colorado Springs, CO

Feb. 2 – 5, Pleasanton, CA

Feb. 24 – 26, Pleasanton, CA

IPCM

Jan. 19 – 23, Pleasanton, CA

Enteo v6 Product Training

Feb. 9 – 13, Pleasanton, CA

Centennial Device Wall

Jan. 16, Pleasanton, CA

Centennial Discovery

Jan. 13 – 14, Pleasanton, CA

Centennial License Manager

Jan. 15, Pleasanton, CA

For a complete calendar of North American courses, please visit http://frontrange.learn.com .

Live Events

HEAT User Groups (HUGS)

Learn tips and tricks from fellow HEAT users in free HEAT User Groups (HUGS) in cities nationwide.

Phoenix, AZ – January 13

For times and locations for all HUGs, visit http://www.frontrange.com/hug .

FrontRange User Groups

FrontRange introduces regional User Group events for users of HEAT, ITSM, Centennial and Enteo products.   Please join us in the New Year in a new way and make the most of your FrontRange investment.

Dallas, TX – January 8

http://www.frontrange.com/registration/Register.aspx?regid=13258

Chicago, IL – January 22

http://www.frontrange.com/registration/Register.aspx?regid=13260

Pink Elephant ITSM Conference & Exhibition

Gain valuable insight into the constantly changing world of IT Service Management-focused services and products at the 13 th Annual Conference & Exhibition hosted by Pink Elephant.

Sunday, Feb. 22 – Wednesday, Feb. 25, 2009

Las Vegas, Bellagio Hotel

https://www.pinkelephant.com/en-US/Products/Conferences/ITM09.htm

Help Desk Institute Annual Conference & Expo 2009

The world’s leading and most innovative event for technical customer support professionals.

Monday, April 6 – Wednesday April 8, 2009

Las Vegas, Mandalay Bay Resort

http://www.thinkhdi.com/hdi2009/

Don’t miss! Brenda Iniguez of FrontRange Solutions will be presenting the following breakout session at the conference.

Can True RCA Increase the Bottom Line

Wednesday, April 8, 2009 – 11:15am – 12:15pm

Upcoming Webinars

For all upcoming webinars, please visit http://www.frontrange.com/Company/ListWebinar.aspx?ccid=224 and navigate among the various FrontRange product families.

FrontRange Solutions Named One of the Fastest-Growing Private Companies in America by Inc. Magazine

FrontRange Solutions announced that, reflecting three-year sales growth of 60.7 percent, the company has been included on the prestigious Inc. 5000 list. The list ranks the top 5,000 fastest-growing private companies in the country and is the most comprehensive look at the most important segment of the economy – America’s independent-minded entrepreneurs.

http://www.frontrange.com/Company/PressReleases.aspx?id=12260

Holiday Hours for Support Services

Recognizing the hard work and dedication of each employee this past year, the FrontRange executive team wants to give all employees the opportunity to spend more of the holidays with family and friends. However, we will continue to provide quality service to our valued customers and partners with a sufficient support staff during this period.

FrontRange Solutions Support Services will operate with limited staffing from Monday, December 22, 2008 to Friday, January 2, 2009*. Regular staffing will resume on Monday, January 5, 2009. We will continue to offer after-hours pager support for down systems. During this time, you can log an incident for a non-urgent support request at http://support.frontrange.com or send an e-mail to customer.support@frontrange.com .

Thank you for your understanding. May you have a joyous holiday season and a prosperous 2009!

* Please note that our Americas Support offices will be closed on Christmas Day (Thursday, December 25), the day after Christmas Day (Friday, December 26) and New Year's Day (Thursday, January 1).

In This Issue...

• Now Get Blackberry Access to HEAT
• HEAT 9.0 Sneak Peek
• Enteo v6 SR2 Now Available
• Members’ Choice Awards – Vote Now!
• What's New in FrontRange Connect
• Tech Tips
  HEAT: Changing Customer IDs and Preserving Call History
  ITSM: Take advantage of the CURRENTUSERTEAM function
• Upcoming Training
• Events
• Enteo ® v6 SR2 - Client Lifecycle Management for Secure and Virtualized Environments
• Holiday Support Schedule for Thanksgiving

Copyright © 2008 FrontRange Solutions Inc. All rights reserved.
For more information please read our legal terms and notices.

Now Get Blackberry Access to HEAT

Now you can access critical HEAT information right on your Blackberry mobile device. HEAT Plus Mobile 1.0, available as a separate module, allows Blackberry users to perform critical tasks remotely:

• Create and update call records
• Acknowledge and resolve assignments
• Create and update assignments
• Create and update journals

To learn more click here

HEAT 9.0 Sneak Peek
It’s almost here! See the new features available for FrontRange Solution’s award-winning HEAT Service & Support.  Register now to attend this limited registration event highlighting the upcoming release of HEAT 9.0.

Wednesday, Nov. 12, 2008
7:00 AM - 8:00 AM Pacific

Click here to register

Wednesday, Nov. 12, 2008
3:00 PM - 4:00 PM Pacific

Click here to register

Enteo v6 SR2 Now Available

Newly released, Enteo v6 SR2 helps organizations extend management of their IT systems to include secure zones and software virtualization based on VMware ® Thinapp.

New features:

• Windows Server 2008 deployment
• Centennial Discovery Integration
• 5.85 Migration Support
• IT Process Automation/ ITSM Integration (needs ITSM 6.2)
• Robustness, performance, scalability and ease of use

Members’ Choice Awards – Vote Now!

And you thought the election was over. There’s still time to vote for your favorite FrontRange products. Contact Center World hosts its annual members’ choice awards. Voting goes until Nov. 15.

FrontRange products up for voting:

• Voice (call center analytics)
• GoldMine (CRM)
• HEAT (helpdesk)

Click here to vote

What's New in FrontRange Connect

Tech Tips, Tricks and more are posted daily to FrontRange Connect in the Wiki section.   Watch this section for how to make the most of your FrontRange solution.   Visit regularly, or, better yet, subscribe via email or RSS.

Tech Tips

HEAT:

Can you change the Customer ID in HEAT and still preserve the customer’s call history?

You can, however, the procedure must be done individually for each Customer ID that will be changed.

http://frsconnect.frontrange.com/wiki_entry_view.aspx?topicid=5c7be3a5d6f6490eab7bdc2c5790af0b

ITSM:

Take advantage of the CURRENTUSERTEAM function from within ITSM when defining the security model; Quick Actions and/or Business Rules.

This provides customers the ability to expand their security model such that users can only view incidents, assignments, etc that are related to their team.

http://frsconnect.frontrange.com/wiki_entry_view.aspx?topicid=82a0929b445e4af5a9a3839868003fc9

Upcoming Training

Hone your skills in an existing product or learn a new solution with an upcoming class. For pricing and registration, visit http://frontrange.learn.com .

FrontRange Foundation 6.1

Nov. 17 – 21, Pleasanton, CA

Dec. 1 – 5, Colorado Springs, CO

Dec. 15 – 19, Pleasanton, CA

Jan. 1 – 5, Pleasanton, CA

FrontRange Foundation – Business Process Manager and Designer

Dec. 1 – 5, Pleasanton, CA

FrontRange Foundation Advanced ITSM 6.1 (5-Day)

Nov. 17 – 21, Colorado Springs, CO

Dec. 8 – 12, Colorado Springs, CO

HEAT 8.4 Administration I

Dec. 1 – 5, Pleasanton, CA

Dec. 15 – 19, Colorado Springs, CO

Dec. 5 – 9, Pleasanton, CA

HEAT 8.4 Administration II

Nov. 17 – 21, Colorado Springs, CO

Jan. 12 – 16, Pleasanton, CA 

Reporting and Analytics with Crystal Reports – HEAT

Nov. 18 – 20, Dallas, TX

Dec. 9 – 11, Colorado Springs, CO

Jan. 7 – 9, Colorado Springs, CO

IPCM

Jan. 19 – 23, Pleasanton, CA

Enteo v6 Product Training

Dec. 8 – 12, Pleasanton, CA

Centennial Device Wall

Jan. 16, Pleasanton, CA

Centennial Discovery

Jan. 13-14, Pleasanton, CA

Centennial License Manager

Jan. 15, Pleasanton, CA

For a complete calendar of North American courses, please visit http://frontrange.learn.com .

Events

HEAT User Groups (HUGS)

Learn tips and tricks from fellow HEAT users in free HEAT User Groups (HUGS) in cities nationwide.  Dates and locations are subject to change.

Kutztown, PA – Nov. 11

Ridgeland, MS – Nov. 13

Sioux Falls, SD - Dec 2

Boston, MA - Dec 9

Richmond VA - Dec 10

St. Louis, MO - Dec 11

Greenville, SC - Dec 11

Phoenix, AZ - Jan 13

For times and locations for all HUGs, visit http://www.frontrange.com/hug .

Quench your Thirst for a Better IT Service Management Solution - Minneapolis, MN

Join us November 13 for some intelligent conversation on the Next Generation Service Management solution and PC lifecycle best practices.

Thursday, Nov. 13, 2008

4:00 PM - 7:00 PM Central

Bellanotte Restaurant - Minneapolis, MN

Click here to register

From Data to Decisions - 6 Key IT Service Management Principles & Techniques

Join industry experts Lou Hunnebeck and Brenda Iniguez and your New York area colleagues for a roundtable on six key principles and techniques for measurement effectiveness.

Friday, Nov. 14

8:00 – 11:00 AM EST

The Manhattan Club/The Broadway Room @ Rosie O’Grady’s - New York, NY

Click here to register

Pink Elephant ITSM Conference & Exhibition

Gain valuable insight into the constantly changing world of IT Service Management-focused services and products at the 13 th Annual Conference & Exhibition hosted by Pink Elephant.

Sunday, Feb. 22 – Wednesday, Feb. 25, 2009

Las Vegas, Bellagio Hotel

Click here for details

Webinars

Make Your Help Desk Work Harder with Voice Automation by Providing Automated Password Reset

This session highlights how FrontRange Voice delivers automated password reset support as well as an entire series of new voice-enabled, self-service capabilities for the help desk.

Wednesday, Nov. 12

11:00 AM- 12:00 PM Pacific

Click here to register

Service Desk Automation with Voice - Emergency Notification

According to Gartner Group, “How-to Questions” make up 27% to 43% of service desk contact volume. Prospects and customers learn how to implement a proactive service desk strategy utilizing an integrated “Service Desk + Voice” solution.

Tuesday, Nov. 25

11:00 AM- 12:00 PM Pacific

Click here to register

IT-Service Management LIVE!

Learn how to develop an ITIL-based service management strategy by aligning IT services with business needs.

Tuesday, Dec. 9

11:00 AM – 12:00 PM Pacific

Click here to register

Make Your Help Desk Work Harder with Voice Automation by Providing Remote Access

Learn how FrontRange Voice delivers remote access support as well as an entire series of new voice-enabled, self-service capabilities for your help desk. 

Wednesday, Dec. 10, 2008

11:00 AM - 12:00 PM Pacific

Click here to register

Service Desk Automation with Voice - After Hours Support

Execute a proactive service desk strategy utilizing an integrated “Service Desk + Voice” solution.

Tuesday, Dec. 16, 2008

11:00AM - 12:00PM Pacific

Click here to register

Enteo ® v6 SR2 Brings Client Lifecycle Management to Secure and Virtualized Environments

FrontRange Solutions announced the launch of its latest Client Lifecycle solution, Enteo v6 SR2, which helps organizations extend management of their IT systems to include secure zones and software virtualization based on VMware ® Thinapp.

Holiday Support Schedule for Thanksgiving

FrontRange Americas Support Services will be closed in observance of the Thanksgiving holiday on Thursday and Friday, November 27-28. During this time, you can log an incident for a non-urgent support request at http://support.frontrange.com or send an e-mail to customer.support@frontrange.com . Support Services will answer requests the following business day in the order in which they were received. If you are experiencing a down system during this time, use the after-hours paging system by calling 800.755.2100. Normal business hours will resume Monday, December 1.  Thank you for your understanding and have a safe and happy holiday.

Introducing…The Front Line

• What's New in FrontRange Connect
• Upcoming Training
• Vote For Your Favorite FrontRange Product
• Events
• FrontRange in the News

Copyright © 2008 FrontRange Solutions Inc. All rights reserved.
For more information please read our legal terms and notices.

Michael says, “The Front Line suggests the newsletters contain the latest breaking news/updates on the product portfolio as a whole.”

For his winning contribution, Michael takes home a set of Bose Noise Cancelling ® Headphones. Congratulations to Michael and thanks to all those who submitted their great ideas!

FrontRange Connect

The next time you log on to FrontRange Connect you will see a news feed of what's happening in Connect.

Get to your personal page by clicking on "My Community," the top navigation on the left column. To get to the news feed page, click on "Home" in the upper right part of the screen under the Connect banner. 

Upcoming Training

Hone your skills in an existing product or learn a new solution with an upcoming class. For pricing and registration, visit the Learn Center.

FrontRange Foundation 6.1

Oct. 27 – 31, Pleasanton, CA

Nov. 10 – 14, Colorado Springs, CO

FrontRange Foundation Business Process Manager and Designer

Dec. 1 – 5, Pleasanton, CA

FrontRange Foundation Advanced ITSM 6.1

Nov. 17 – 21, Colorado Springs, CO

HEAT 8.4 Administration I

Nov. 3 – 7, Pleasanton, CA

HEAT 8.4 Administration II

Oct. 27 – 31, Colorado Springs, CO

Nov. 10 – 14, Pleasanton, CA

Reporting IV/Reporting and Analytics with Crystal Reports – HEAT

Oct. 28 – 30, American Diabetes Association, Alexandria, VA

IPCM

Dec. 15 – 19, Schaumburg, IL

ITSM 5.0 Reporting and Analytics

Nov. 4 – 6, Schaumburg, IL

Enteo v6 Product Training

Dec. 8 – 12, Pleasanton, CA

Vote for FrontRange - Members' Choice Awards

Click here! Show your support of FrontRange Solutions by voting now for:

• Voice (Contact Center Analytics Solution)
• GoldMine (CRM Solution)
• HEAT (HelpDesk Solution)

Voting ends November 15th.

Events

HEAT User Groups (HUGS)

Learn tips and tricks at free HEAT User Groups (HUGS) in cities nationwide.

Tallahassee, FL, Nov 6
Kutztown, PA, Nov 11
Ridgeland, MS, Nov 13

For the latest HUGs in your area go to http://www.frontrange.com/hug

Software Business Conference 2008, October 30 – 31

Software Business Conference 2008 focuses on current strategic business, financial and technology issues and growth opportunities facing executives and managers of software companies.

Thurs-Fri, Oct. 30 – 31

San Francisco, CA

Full agenda

Quench your thirst for a better IT Service Management Solution - Minneapolis, MN

Join us Nov. 13 at 4 PM at the Bellanotte Restaurant in Minneapolis, MN for some intelligent conversation on the Next Generation Service Management solution and Client Lifecycle best practices.

Thursday, Nov. 13, 2008

Bellanotte Restaurant

4:00 PM - 7:00 PM Central

Register

Pink Elephant ITSM Conference

Gain valuable insight into the constantly changing world of IT Service Management-focused services and products.

Sunday, Feb. 22 – Wednesday, Feb. 25, 2009

Las Vegas, Bellagio Hotel

Details

Webinars

Discovery

Prospects and customers discover how to get complete visibility of all software and hardware assets across the corporate network – wherever they are and whatever platform they are running on.

Tuesday, Oct. 28

10:00 AM - 11:00 AM Pacific Time

Details

IT-Service Management LIVE!

Customers learn how to develop an ITIL-based service management strategy by aligning IT services with business needs.

Tuesday, Nov. 11, 2008

11:00 AM - 12:00 PM Pacific

Details

DeviceWall

For customers and prospects, this webinar highlights how to minimize the risks of data leakage by managing the connection of portable storage devices on the corporate network.

Thursday, Oct. 30, 2008

10:00 AM - 11:00 AM Pacific

Details

Avoid Common CMDB Pitfalls

Part two of this two-part executive briefing series is designed to help you understand:

• The Common CMDB Mistakes
• How the CMDB affects the business
• Key components to a successful CMDB deployment

Thursday, Oct. 30

11:00 AM – 12:00 PM Pacific

Details

FrontRange in the News

FrontRange Solutions Named One of the Fastest-Growing Private Companies in America by Inc. Magazine

FrontRange Solutions announced that, reflecting three-year sales growth of 60.7 percent, the company has been included on the prestigious Inc. 5000 list.

Read the press release.

FrontRange Solutions Launches Dynamic Service Management Integration with Centennial Discovery 8.0

FrontRange Solutions announced the latest version of its IT audit solution, Centennial Discovery ® 8.0.

FrontRange Solutions’ Business Growth Recognized By East Bay Business Times
FrontRange Solutions has been named to the East Bay Business Times’ annual “50 Fastest Growing Private Companies” list for 2008.

Press coverage

FrontRange’s Brenda Iniguez Talks about Service Management through Change

Brenda Iniguez, Director, Americas Service Management , shared her insights on how change affects service management in an article for BIOS magazine. Read complete article

eChannelLine Highlights Centennial Discovery 8.0

eChannelLine’s Erin Bell introduces Centennial Discovery 8.0 and its key features and capabilities.

Read complete article