Do you want the IT department of your organization to fix the problems immediately, to answer questions quickly or find means to prevent issues in the future? Then you need a powerful help desk tool that will provide your support team with complete, clear and accurate information.  Epicor ITSM is the best choice.

Epicor ITSM allows you to trace, create, close and summarize change requests, problems and incidents. It also allows you to set/ monitor various service levels.  These levels are based on the specific agreements.

Epicor ITSM provides five most significant service managements: problem management, incident management, configuration management, change management and service level management. This features support key IT processes.

-    Incident management
One of the most important service desk goals is to restore normal operation after the incident occurs. Epicor ITSM registers and prioritizes all incoming incidents. The system automatically registers the incidents received by the Web or e-mail. The incident that requires a specialist involvement can be escalated to the right support representative. Customers receive the ability of monitoring their incident progress online or via e-mail. A knowledge base system helps to answer questions that have been answered before. Set of knowledge is searchable and can be built up and knowledge can be re-used.

-    Change management
The IT infrastructure can be changed in a controlled way.  To so0lve the problem or to integrate a new system into IT infrastructure is easy. There exists a special way to request the change, to ensure the change received approvals. Moreover Epicor ITSM tracks the time of change implementing.  Your employees can implement a change in a controlled fashion using a goal-oriented option.

-    Configuration management
Epicor ITSM gives you a full insight into assets of your IT infrastructure. With Epicor ITSM software, hardware and any IT infrastructure components can be easily tracked. Total overview of information is available. Thanks to this a service desk operates efficiently and effectively.
With Epicor ITSM you can also record any financial data relating to products or configurations. Purchase value, value after depreciation, depreciation term, installation date and warranty date can be captured and tracked. Costs can be allocated to departments, budget holders or sister companies. With ITSM IT costs become transparent.

-    Problem management
Incidents and problems may repeat from time to time. It is easier to avoid repeated or new calls and not to complicate support team working process with identical processes. With ITSM several incidents can be linked to a problem.  Once you solve and close the problem, automated closing of all related incidents can take place.

-    Service level management
Service costs and agreements can be registered in ITSM. Service Level Agreements can be recorded per contact or per configuration. When a problem or an incident is accepted the relevant Service Level Agreements can be consulted. The response times can be used to monitor the queuing.

Summary:
Epicor ITSM solution is built using Microsoft .NET Framework and Microsoft Visual Studio. It provides business intelligence and a self-service portal solution.