Epicor ITSM 2010

Epicor ITSM 2010 - the solution Epicor for management of IT infrastructure with the built-in dashboards and enhanced capabilities of Business Intelligence for increase in efficiency of customer support departments.

Epicor ITSM is the structured solution providing functionality for management of a support service of key IT processes and methodologies. Epicor ITSM Business Intelligence allows IT departments to collect easily, to analyze and publish key indicators of the reporting.

Epicor ITSM in a complex uses the newest technologies of Microsoft. A basis of the application is the service-oriented architecture constructed using Microsoft Visual Studio of .NET and Microsoft. NET Framework, a self-service portal of Epicor ITSM uses Microsoft SharePoint, Epicor ITSM Business Intelligence technologies uses Microsoft SQL Server Analysis Services and also Reporting Services. Thanks to these technologies in Epicor ITSM 2010 there was a side bar for ensuring quick access to often repeating actions in a context and also an opportunity to use the drug and drop function for more intuitive management of links to external files and a possibility of their binding to signing up in Epicor ITSM.

The expanded KPI and the built-in dashboards provide the best understanding of business Epicor ITSM 2010 represents the new extensive functionality of dashboards which is built in the standard user interface Epicor ITSM.

The most significant functionality of new release of Epicor ITSM Business Intelligence - existence of key performance indicators (KPI). Available within an OLAP cube "Performance of IT services" these offer KPI such indicators as Value, Purpose, Status and Trends that allows to visualize, trace and understand better trends and practically excludes the inexact reporting caused by differences between the actual agreements on the service layer (SLA) and historical reports.

Complex IT Service Management

Epicor ITSM offers a set of the balanced service control functions which support the key IT processes described in Information Technology Infrastructure Library (ITIL) of version 2 and version 3 and Pink Elephant as ITIL compatible for Incident management, Problem management, Change management, Configuration management and Layer management of service were certified. The last release successfully passed ITIL v3 estimates, PinkVerify ™ received the status and underwent conformity assessment according to ITIL Software Scheme (ISS).

The best practices of ITIL implemented in Epicor ITSM, and connected with the solutions IT Operations Management (ITOM) give to IT divisions the chance to consider knowledge and experience of people which faced the same problems and also an opportunity to manage cost-efficient use of IT resources and assets. All this provides the big performance, seamless integration with change management and as result – big efficiency of IT service.