Who Uses HEAT

HEAT users generally fall into these categories:

• Employees use HEAT to request IT business services, such as reporting a service interruption or ordering a computer.
• IT support staff uses HEAT to manage service requests, incidents, and problems.
• Administrators manage how other users access HEAT. They make features available to selected users by granting the users roles and other access controls. They also typically manage notifications and access to reports.
• Developers create new functionality with scripts or custom applications to extend an instance beyond standard configurations. Typically, they automate processes, add functionality, and integrate HEAT with outside applications.
• Self Service users are external customers who create incidents or check the status of existing incidents using a web browser.