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IT management software has more functionality

Edited by the Manufacturingtalk editorial team Nov 8, 2004

Enhanced functionality features information technology services management software that supports industry standards for effective and efficient IT service management operations.

Enhanced functionality features information technology services management software that supports industry standards for effective and efficient IT service management operations Epicor Software Corporation, a leading provider of integrated enterprise software solutions for the midmarket, today announced Epicor ITSM (Information Technology Services Management), a complete help desk management system that enables IT issues to be addressed quickly and efficiently by providing essential tools for internal IT support.

The enhanced feature-set in Epicor ITSM has earned the solution ITIL (Information Technology Infrastructure Library) certification.

Used by hundreds of organizations around the world, ITIL is the most widely accepted approach to IT Service Management.

ITIL provides a cohesive set of best practices, drawn from public and private sectors internationally.

According to a recent Gartner, research report, "The ITIL offers guidance in service support, service delivery and IT service management (ITSM).

For many companies, the ITIL's assistance in helping them achieve a common taxonomy provides a powerful underpinning toward the development of processes such as problem, operational change, configuration and release management." (Process Re-engineering Produces Savings and Improved Service, by Kris Brittain, October 19, 2004.) Epicor ITSM 8.2, the new Web service-based version of Epicor's help desk solution, includes enhanced functionality supporting these best practices which has earned the solution ITIL certification in the areas of Service Level Management, Incident Management, Problem Management, Change Management and Configuration Management from Pink Elephant, acknowledged worldwide as the ITIL experts.

Service Level Management - Epicor ITSM adds new functionality for services level agreements (SLA), enabling IT managers to define within their service agreements how and when various call types will be resolved.

Epicor ITSM provides the ability to record an SLA per configuration or per contact, (i.e end user, department or customer), so that when a call is accepted, the applicable SLA is consulted, ensuring that the correct level of service is offered along with the right resources for the issue.

Configuration Management - Epicor ITSM adds an import module that enables data to be imported from any XML data stream using definable import specifications, as well as Active Directory information.

Besides Configuration Management Database (CMDB) functionality, Epicor ITSM also includes pre-built capabilities for importing asset discovery information from Centennial Discovery, an asset management solution developed by Centennial Software.

"Effective IT service management relies on much more than call management.

Incorporating information on hardware and software resources, as well as personnel and documentation data is critical," said Greg Horton, director of CRM product marketing for Epicor.

"The addition of Epicor ITSM provides a comprehensive view of all IT service-related information and resources, enabling the help desk to operate at maximum efficiency." * Leveraging Web Services - Epicor ITSM is built from the ground up using the Microsoft.NET Framework, rounding out Epicor's complete suite of Web service-based CRM solutions.

The adoption of the Microsoft.NET Framework enable Epicor to provide solutions that maximum flexibility with a low total cost of ownership, continuing Epicor's commitment to delivering award-winning CRM solutions to global midmarket enterprises.

Epicor's CRM.NET suite includes modules for customer support, sales, e-mail marketing and Web self-service.

The Epicor Self-Service Portal integrates with Epicor ITSM to further enhance the efficiency of enterprise help desks by reducing the number of phone calls to the desk, leaving IT staff to focus on more critical issues.

Epicor ITSM is expected to be available before the end of the year and will be offered through Epicor and its authorized partners to midmarket organizations around the globe.

* About Epicor Software Corporation - for 20 years, Epicor has been a recognized leader dedicated to providing integrated enterprise resource planning (ERP), customer relationship management (CRM) and supply chain management (SCM) software solutions to midmarket companies around the world.

With the acquisition of Scala, Epicor is a global leader in the midmarket serving over 20,000 customers in over 140 countries.

Epicor leverages innovative technologies like Web services in developing end-to-end, industry-specific solutions for manufacturing, distribution, enterprise service automation, and hospitality that enable companies to immediately drive efficiency throughout business operations and build competitive advantage.

With the scalability and flexibility to support long-term growth, Epicor's solutions are complemented by a full range of services, providing a single point of accountability to promote rapid return on investment and low total cost of ownership.

Epicor's worldwide headquarters are located in Irvine, California with offices and affiliates around the world.