Case Study: County of Maui, Hawaii achieves faster, more transparent IT service delivery with HEAT Software

HEAT Makes IT Service Management a Breeze for Maui

The County of Maui’s IT Services Division needed a more mature IT service management platform to align IT with county initiatives and improve service delivery across Maui, Lanai, Molokai and surrounding islets. After finding Dell KACE lacked ITIL rigor, the county evaluated vendors and chose HEAT Service Management to provide a robust, ITIL-aligned service desk.

Deployed on-premise (with cloud as an option), HEAT now handles incident and problem management, service requests, self-service, change/release management, automation and dashboards. The platform supports about 2,000 employees in 16 departments, increased transparency and self-service adoption, reduced calls and emails, streamlined IT purchasing via automated workflows, improved visibility and faster resolution, and offers scalability for future needs.

County of Maui, Hawaii

Carmela Ho

Service Desk Supervisor