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Epicor IT Service Management Review

Product Snapshot

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Built using Microsoft Visual Studio and Microsoft .NET Framework, Epicor ITSM provides a self-service portal using Microsoft SharePoint technologies, business intelligence using Microsoft SQL Server Analysis Services technology and IT Operations Management (ITOM) with integration to Hitachi IT Operations Analyzer.

Customer Focus

Vendor provides solutions to companies of all sizes in the distribution, manufacturing, retail and services industries.

Select Customers

AxizWorkgroup, Process Technology Inc., C.C. Dickson Company, Service Supply of Victoria, Regency Lighting

Customer Success Stories

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About Epicor IT Service Management

Epicor IT Service Management IT infrastructure is paramount to the precision and continuity of an organization’s execution. IT departments must be proactive as well as reactive in solving issues. Epicor’s IT Service Management (ITSM) solution gives any IT team accurate and complete information that is always crystal clear. Quickly and easily create, track, review and close incidents, problems and change requests with ITSM while viewing multiple service levels based on specific agreements.

Certified by Pink Elephant as ITIL compatible in incident, problem, change, configuration, and service level management, ITSM supports processes outlined by ITIL versions 2 and 3.

About the Company

Epicor produces cutting edge technology to the distribution, manufacturing, services and retail sectors. From midsized to worldwide, enterprises of all kinds—20,000 customers in over 150 countries—benefit from Epicor’s nearly four decades of experience. Epicor’s expertise in supply chain management, enterprise resource planning, human capital management, point of sale and related facets of commerce mean its clients are ensured increased efficiency and maximized profitability upon deployment. Businesses demand accountability, and Epicor delivers with innovative solutions for today’s increasingly fast paced global environment.


Epicor IT Service Management Key Features

Incident Management

  • Automatic registration and prioritization of incoming issues make for quick routing to the most appropriate employee
  • Track the status of incidents as their progress develops via the web or email
  • A searchable knowledge database gives service desk persons relevant information

Change Management

  • Epicor mitigates the risk of infrastructure changes by increasing your control
  • Provides comprehensive implementation timeline tools like approval workflow
  • Gives employees actionable ideas for executing a change with minimal risk

Configuration Management

  • Helps monitor hardware, software and other infrastructure
  • Oversee financial data attached to configurations and products
  • Record purchase value, depreciation term and worth, as well as warranty and installation dates
  • Helps assign and allocate costs to departments, budget managers, sister companies, etcetera

Problem Management

  • Keeps incidents from closing without the root cause being solved
  • Link multiple incidents to a single problem; solved problems clear all associated incidents

Service Level Management

  • Provides accurate level of service by tracking service agreements and costs
  • Ability to track SLAs per contract or per configuration
  • Response times are used to monitor lead times and queuing

Self-Service Portal

  • Offers a self-service portal via Microsoft SharePoint technologies
  • Business intelligence via Microsoft SQL Server Analysis
  • Includes IT Operations Management with integration to Hitachi IT Operations



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