The Challenge Home Properties serves nearly 85% of its 1,200 customers remotely from the central Service Desk in New York. Previously, using the Frontrange HEAT IT Service Management (ITSM) solution, customers were only able to interact with the Service Desk via phone or email. This led to overstretched first-line support and lack of IT efficiency. Additionally, request forms were difficult to find and fill out, often leading to submissions lacking key information. Even when they were completed correctly, obtaining approvals was difficult and time- consuming, as 85% of Home Properties’ customers are located outside of Central Office. This made collecting approvals more cumbersome as they often had to be approved by teams faxing the form back and forth between various locations, req

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