Epicor's IT Service Management solution enables you to provide timely and expert IT help desk services, with a personalized level of detail that will simply amaze your users. Your internal help desk or IT organization fills the critical role of keeping your organization up and running by freeing your users from technology downtime. Epicor ITSM does this by providing detailed incident, problem, change, configuration and service level management. Your users will be able to spend more time with your customers and less time fiddling with tools, resulting in a healthier bottom line.
Our IT Service Management solution provides the key tools needed by an IT team chartered with supporting an enterprise, including incident, knowledge and asset/configuration management.
- Call queues enable you to control how calls are assigned, as well as escalate calls to more senior staff
- The AnswerBook feature, an online knowledgebase, makes it easy for anyone in your IT department to give fast and accurate answers
- Reminders and automated escalation prevents problems from falling through the cracks
- A Self-service portal can be made available to all employees - to find answers to questions or submit requests for assistance
- Create service level agreements for your “customers” and measure compliance.
- Attach files, Web addresses, follow-ups and service requests to just about any communication sent
- Easily manage technology assets across your entire enterprise
- Satisfy change requests that might require both internal staff and external vendors for fulfillment
- Track and resolve end-user issues to help ensure satisfaction
- Graphical reports enable you to measure service desk performance
- Easily modify forms and fields as needed to create your own department or company look and feel. Establish your own business rules by defining how an online form interacts with your data
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