Advanced Messaging 

Any Service Management processes that requires communication and enhancing that communication by taking Heed.

Could your organisation benefit from:

  • Reducing the number of distractions to key workers

  • Removing wasted effort, or duplication of effort by multiple people

  • Users being alerted in a timely way, when it’s needed how they want to be alerted

  • Gaining transparency as to process and service issues


Take HEED, the tool that puts you in control of your messaging requirements directly integrated into your ITSM systems.

Take HEED of Incident Management 

Initial incident management communications cannot afford to rely on the same system we use to manage virtually every activity in business. Email is notoriously overloaded and ineffective, yet 83% relied heavily on email to gather the incident response team.

Not only is it slow, email is static. Once formulated, the message remains in an inbox, unchanged. No updates, no new information, no reminders; to do that you need to create a new message, which joins the long list of unread inbox messages.

Use intelligent notifications to get real value from your incident management process.  

Take HEED of Centralised Approvals

Approvals should be intelligent rather than a simple email pointing back to a self-service portal.

HEED centralised approvals allow:

  • One Click Approvals – Present users with the relevant information in one central place to action approvals from multiple systems with just one click.

  • Eliminate Redundancy – State aware Removes irrelevant or redundant approval requests that have been actioned or completed by another member of the Approval Group

  • Target Approvals – Intelligently target specific approval groups using channel subscriptions that can be synchronised from common enterprise platforms.

  • Accountability – See which users have seen notifications, which device they have seen it on, when they saw it and which users are taking action.

Take HEED on the Go

Improving on the Mobile approval experience of most ITSM solutions the Heed mobile app extends this centralised user experience from desktop through to mobile, enabling and ensuring that approvals can be actioned on the move for the entire workforce.

View and manage approvals cross-platform directly from the enterprise Heed mobile application, keeping users informed of all of their relevant actions, wherever they are.

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Centralised Approvals

Find all of your Approvals in one centralised location, providing a ‘single pane of glass’ for all of your relevant actions. Once approvals and tasks are completed or become redundant, they are retracted from the action centre, providing a real-time view of everything that requires your attention and removing the surrounding noise.

Employee Onboarding

On-boarding a new employee seems like it should be one of the simplest processes in any business. However, the reality of employee on-boarding is that it is often not complete by the time the new starter joins the business.

Procurement Lifecycle

Procurement is a vital business unit in any large enterprise organisation. In today’s enterprise, it is not enough for Procurement to simply make purchases, they must perform consistently at an optimum level to maximise ROI.

Digital Workspace

With Heed, business processes can be completed effortlessly, dramatically increasing user experience and productivity. Through our state-of-the-art PACT process, Heed completes a digital transformation that will bring your enterprise to the forefront of information technology.

Process Lifecycle

It can often be difficult to maintain clear visibility of where you are within a process, without delving into multiple different platforms or chasing multiple groups of users. Heed provides clear visibility of which stage your process is at.

Take HEED Further


ITSM is our core integration. The number of messages that need to be state aware or communicated to users via mediums other than email is obvious to anyone who’s implemented a full ITSM solutions. 

Rapid setup, modification and enhancement of messaging to users and analysts without the need to reconfigure the ITSM tool allows HEED to keep up with your business changes without system development




Cherwell IT Service Management


Enterprise Service Manager

Active Directory

Take HEED of Infrastructure

Apple MDM



Microsoft Intune

Microsoft SQL Server

Microsoft Teams



Automation generates email traffic. Why not let intelligent communications features of Heed manage this traffic and ensure only the right notifications are actioned by the right teams.


Enhancement of your ITSM processes can be managed by routing of messages from infrastructure monitoring tools into your ITSM toolset whilst notifying the right users at the right time in one place.

Take HEED of HR

On-boarding new employees through Heed transforms the experience for everyone involved, from the process owner to the new starter. By ensuring everything is ready for new employees when they arrive, hiring process satisfaction is greatly increased.

Cherwell IT Service Management

Oracle Peoplesoft



The visualisation of process lifecycles ensures that employees can see the current progress of any on-going process in real-time, completely removing the need for chasing.




Cherwell ESM

Take HEED of Procurement

Procurement is a vital business unit in any large enterprise organisation. In today’s enterprise Procurement must perform consistently at an optimum level to maximise ROI.

Outdated nature of e-mail as the primary form of communication, use of a multitude of different systems, and lack of visibility over the procurement process lifecycle are causing unnecessary waste in both time and money.


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