Epicor Expands Footprint for IT Services Management via Epicor ITSM

Epicor Software said that it has expanded its footprint for IT service management (ITSM) through Epicor ITSM. Built on an adaptable Epicor service-oriented architecture (SOA), ITSM is a complete service desk management solution that enables best practices and management of IT services.

 

Epicor ITSM is built on SOA using Microsoft’s .NET (News - Alert) Framework to provide increased scalability and support for the worldwide standard for IT processes—Information Technology Infrastructure Library (ITIL).

 

In the newest release, Epicor ITSM has extended multinational capabilities to more than 20 countries. Company officials said nine languages are currently available—English U.S., English U.K., Dutch, German, French, Spanish, Russian, Estonian, Hungarian and traditional Chinese.

 

While development is ongoing for Swedish, simplified Chinese and Greek, the company plans to add support for Arabic in future release.

 

With this extended reach of ITSM, officials said, Epicor customers can manage IT operations as part of an integrated global solution. In addition, it also broadens Epicor’s ability to serve midmarket companies around the world.

 

Epicor ITSM can be extended to external applications and businesses, including an application programming interface (API) for computer telephone integration (CTI (News - Alert)); inbound and outbound Web service integration through Epicor Service Connect.

 

With the addition of an interface that allows telephone software to launch a new Epicor form for incoming calls, CTI opportunities have been enhanced, said officials. Whereas, enabled by Epicor Service Connect—which is sold separately—the bi-directional Web service integration provides workflow orchestrations within Epicor ITSM.

 

In addition, it also provides workflow orchestrations between Epicor ITSM and other line of business services, such as external connectivity to Epicor and non-Epicor applications.

 

Additionally, officials said that the addition of a new Self-Service and Field Service Content Pack for Microsoft (News - Alert) Windows SharePoint Services 3.0 or Office SharePoint Server 2007 enables mid-market companies to “increase responsiveness” to internal customers.

 

 

The worldwide expansion and enhancement of Epicor ITSM, according to James Norwood, vice president of product marketing at Epicor, is in part of the company’s objective to extend the value of best practice IT service management tools to businesses.

 

Norwood expects Epicor ITSM to satisfy the demands of mid-market IT professionals in a number of countries that have usually been under-served by software vendors. ““Epicor ITSM includes significant capabilities to align IT with the broader enterprise.”

 

Epicor is a provider of enterprise resource planning (ERP), customer relationship management (CRM), supply chain management (SCM) and professional services automation (PSA) software solutions

 

Earlier in October Epicor announced its support of Microsoft’s cloud computing initiative, Azure Services Platform.