Epicor announces ITSM 2010 and ITSM Business Intelligence

Epicor Software Corporation has announced the release of Epicor IT Service Management (ITSM) 2010 and an enhanced version of Epicor ITSM Business Intelligence. Epicor ITSM is a powerful structured solution that provides a robust set of service management features supporting key IT processes and methodologies; with Epicor ITSM Business Intelligence enabling IT departments to seamlessly gather, analyse and share key reporting metrics.

“Today, IT departments are under increasing pressure to align IT with strategic business initiatives, to improve performance and provide cost transparency,” said James Norwood, senior vice president, worldwide product marketing for Epicor. “Epicor ITSM 2010 and Epicor ITSM Business Intelligence deliver even greater flexibility and business insight with embedded dashboard technology that empowers the IT organisation through contextual analyses to optimally manage key business objectives, while delivering top line service levels to its customers.”

Epicor ITSM makes comprehensive use of the latest technology from Microsoft. The core application features a service-oriented architecture (SOA) built using Microsoft Visual Studio .NET and the Microsoft. NET Framework, the Epicor ITSM self-service portal uses Microsoft SharePoint technologies, and Epicor ITSM Business Intelligence uses Microsoft SQL Server Analysis Services and Reporting Services. This enabling technology supports two new productivity features in Epicor ITSM 2010, the new vertical side bar, to provide rapid access to commonly used actions in context, and the new drag and drop attachments function, which provides an intuitive way to link external files to records in ITSM.

Epicor ITSM 2010 introduces powerful new dashboard functionality embedded in the standard Epicor ITSM application user interface. Dashboards come with advanced administration functionality to provide maximum flexibility in setting up charts and gauges based on ITSM data as well as external data sources.
Using all the comprehensive data stored within Epicor ITSM, Epicor ITSM Business Intelligence provides the IT team with accurate, complete and clear information—they will spend less time finding performance data—supporting faster, better-informed decisions for a more productive IT operation.

The most significant enhancement within the latest Epicor ITSM Business Intelligence release is the provision of key performance indicators (KPI). Available within the service performance cube of Epicor ITSM Business Intelligence, these KPIs offer Value, Goal, Status, and Trend indicators, which deliver stronger visualisation, making trends easier to see and understand and virtually eliminates inaccurate reporting caused by differences in actual service level agreements (SLA) and historic reports.

Epicor Software Corp.

Epicor is a global leader dedicated to providing integrated enterprise resource planning (ERP), customer relationship management (CRM), supply chain management…