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UNC Health Care System Selects FrontRange's HEAT Service Management Solution
[March 18, 2014]

UNC Health Care System Selects FrontRange's HEAT Service Management Solution

MILPITAS, Calif. --(Business Wire)--

FrontRange, the Hybrid IT software company, today announced its HEAT Service Management solution has been selected by the UNC Health Care System (UNC). UNC is deploying the HEAT platform to consolidate its service desk functions throughout the organization and provide EMR change management capabilities in support of its rollout of Epic Electronic Medical Record application.

Following the consolidation of the IT organizations of both UNC and Rex Healthcare, a former user of ServiceNow's help desk software, UNC initiated a search for a unified service management platform for the merged organizations. UNC selected FrontRange's HEAT Cloud platform due to its integrated service desk and voice automation capabilities as well as its comprehensive change management best practices.

FrontRange's HEAT platform will play a key role helping UNC's EMR application achieve Meaningful Use - a series of ore objectives that must be met by a 2016 deadline imposed by the American Recovery and Reinvestment Act. Non-compliance with these complex requirements can result in significant fines, loss of monetary incentives and a curtailment of government reimbursements for Medicaid and Medicare payments. During the first phase of the Epic EMR application rollout, UNC will leverage the HEAT platform to address Change management requirements mandated by the Meaningful Use objectives.

"We were won over by HEAT's ability to seamlessly integrate with our existing IT infrastructure to cover all of our service management needs under the same umbrella," said Tracy Parham, CIO of UNC Health Care System. "Further, HEAT's Change Management capabilities will play a pivotal role in helping us deploy Epic's EMR application in advance of the fast-approaching government mandated compliance deadline. In addition, FrontRange's professional services team has been exceptionally responsive and effective in resolving occasional incidents throughout our successful deployment of the HEAT system."

As the industry's only hybrid service management platform that supports cloud, on-premise and/or a combination of the two deployment options with a common framework, FrontRange's HEAT solution integrates IT best practices with voice and workflow automation. This enables service desks in health organizations like UNC to easily request a service or change, plan for appropriate remediation measures and automatically approve and authorize requests.

In addition, HEAT's Change Management capabilities reduce the complexity associated with the deployment, operation and maintenance of new application rollouts. The platform uniquely integrates healthcare industry best practices that automate the management and documentation of EMR costs, budgeting and workflow analysis during the deployment phase to simplify compliance with government mandated Meaningful Use guidelines.

"UNC's selection of FrontRange is a significant validation of the unique advantages offered by our HEAT cloud platform," said Kevin J Smith, VP and GM of the Cloud Business Unit at of FrontRange. "As one of the premier healthcare organizations in the world, UNC will realize significant improvements in service desk and change management efficiencies moving forward."

About FrontRange

FrontRange is a leading provider of Hybrid IT software solutions for organizations of all sizes. With our suite of HEAT applications, FrontRange is the only company in the world that provides, from a single platform, Service Management and Client Management software on-premise and in the cloud. HEAT manages millions of service interactions and millions of devices every day for more than 15,000 leading organizations around the world. Our customers deliver world-class service while maximizing operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Milpitas, Calif. and can be found at

About UNC Health Care

The UNC Health Care System is a not-for-profit integrated health care system, owned by the State of North Carolina and based in Chapel Hill. It exists to further the teaching mission of the University of North Carolina and to provide state-of-the-art patient care. A distinguishing characteristic of UNC Health Care is its association with the UNC-Chapel Hill School of Medicine, a nationally eminent research institution. This relationship gives UNC Health Care a powerful pathway for moving the results of biomedical research from medical school laboratories to patient care settings. UNC Health Care has been granted broad powers by the North Carolina General Assembly to assure its management flexibility and competitiveness in a rapidly changing health care business environment. The enterprise is governed by a board of directors appointed by the University of North Carolina.

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