Epicor Help Desk Overview

Epicor Help Desk Overview

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IT Service Management

Improve internal responsiveness and corporate productivity with enhanced IT capabilities

A well-functioning IT infrastructure is essential for the quality and continuity of business processes within an organization. This places demands on the IT department to answer questions quickly, fix problems immediately and find ways to prevent issues in the future. Using Epicor IT Service Management (ITSM) you can provide your end users with accurate, complete and clear information. You can easily create, trace, summarize and close incidents, problems and change requests. Epicor ITSM enables you to set and monitor varying service levels based on specific agreements. Epicor ITSM offers your service desk a powerful structured solution for IT management processes.

Epicor ITSM provides a robust set of service management features that provide support forthe key IT processes outlined by the Information Technology Infrastructure Library (ITIL) and has been certified by Pink Elephant, a leading IT service management education and consulting provider, as ITIL Compatible in five key service management areas:

• Incident management
• Problem management
• Change management
• Configuration management
• Service level management

Epicor ITSM is a 'smart client' application which uses the Internet for communicating with Web services. ITSM provides a familiar user interface and a navigation paradigm which is easy to learn and use. Thanks to the powerful search functions you can find specific data quickly and easily, while visual cues clearly show the user the status of certain information. In addition, ITSM supports the attachment of files or web links to practically every record.

Easy to Customize

Epicor ITSM is fully customizable and as such it works in the way your company works, and not the other way round. Using the configuration options you can quickly adjust the solution to meet your needs, without changing even one line of code. And using the custom attribute capability, you can add custom fields to forms within the application. In addition, ITSM boasts a complete SDK (software development kit), which uses Visual Studio® .NET, for modifying existing screens and business rules. Using the SDK you can develop new ITSM functions by using the information in the Epicor ITSM form and Web services templates.

Built with .NET

Epicor ITSM is completely built on the Microsoft® .NET platform. It is designed for access via the Web, and as such can be installed at a central location while allowing access to users from all over the world. ITSM is specifically designed for use with Microsoft SQL Server, and is extremely reliable and scalable. Whether yours is a small service desk for local management or a large service desk within an international company, you can configure and customize ITSM to suit your needs.