Case Study: Silicon Labs achieves mobile-first, lower-cost service management with HEAT Software's Cloud Service Management

Silicon Labs Fuels Today’s Digital Lifestyle with HEAT Cloud Business Service Management

Silicon Labs, a global semiconductor company that designs energy‑efficient chips for smart home, IoT and networking applications, faced a growing mobile‑workforce challenge as it adopted a BYOD policy and needed core business apps—including the service desk—to be accessible from any device. With rising mobile access demands, the company chose to migrate its long‑standing HEAT Help Desk to HEAT Service Management in the cloud to provide a mobile‑friendly, centrally managed service‑desk platform.

Deploying HEAT Cloud gave users and field analysts browser‑based access (no VPN), faster incident resolution during emergencies, and lower capex/opex by removing on‑prem servers. The solution added automated approvals, IVR/voice automation and skills‑based call routing, improving service across IT and other departments, increasing operational agility and providing a scalable foundation for future releases and configuration management.

Silicon Labs

Michael Skinner

System Administrator