IRVINE, Calif., Nov. 2 /PRNewswire-FirstCall/ -- Epicor Software Corporation (Company
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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 Inc., 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. For more information on ITIL, visit www.itil.co.uk. For more information on PinkVerify ITIL certification from Pink Elephant visit www.pinkelephant.com/consulting/PinkVerify.
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. For more information, visit www.epicor.com.
Epicor is a registered trademark of Epicor Software Corporation. Scala is a registered trademark of Scala Business Solutions, N.V. Other trademarks referenced are the property of their respective owners. The product and service offerings depicted in this document are produced by Epicor Software Corporation. This document includes descriptions of product functionality that is not presently available. The foregoing statements regarding anticipated new product releases and customer benefits following the use of such new products as well as statements regarding targeted release dates, anticipated feature functionality, and integration with other products are "forward-looking statements" that involve risks and uncertainties and actual results may differ materially. The factors that could affect actual results include but are not limited to, unanticipated development delays, undetected software errors, competition, technical difficulties with third party products, difficulties integrating with other company products and other factors discussed in the Company's quarterly report on Form 10-Q, for the period ending June 30, 2004, at pages 36-46. As a result of these factors the business or prospects expected by the Company as a result of this announcement may not occur. The Company undertakes no obligation to revise or update publicly any forward-looking statements.
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