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Epicor IT Help Desk Solutions

Epicor is a global business solutions provider in the midmarket serving over 20,000 customers in over 140 countries with software solutions that support over 30 languages. With more than 20 years of operating history and innovation, Epicor delivers comprehensive enterprise software solutions with a sophistication and maturity that competes with tier-one vendors, but at a fraction of the cost.

Epicor IT help desk provides a robust set of service management features that provide support for the 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


Easy to Use

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.

Epicor Software Corporation has long been a recognized leader in building world-class applications. Epicor ITSM is no exception. Targeted at mid-sized IT departments, Epicor ITSM provides a rich set of features enabling new levels of IT Service Management.