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Epicor® Expands Global Footprint for IT Service Management

Epicor ITSM to Offer Support for 14 Languages and Greater Business Integration through Advanced Extensibility
  • 12 November, 2008 11:00

<p>Epicor Software Corporation (NASDAQ: EPIC), a leading provider of enterprise business software solutions for the midmarket and divisions of Global 1000 companies, today announced its expanded world footprint for IT Service Management (ITSM) through Epicor ITSM, a complete service desk management solution that enables best practices and the efficient management of IT services.</p>
<p>“The worldwide expansion and continued enhancement of Epicor ITSM is part of our overall objective to extend the value of best practice IT service management tools to progressive businesses across the globe,” said James Norwood, vice president of product marketing for Epicor. “Epicor ITSM includes significant capabilities to align IT with the broader enterprise, while satisfying the demands of midmarket IT professionals in a number of countries that have traditionally been under-served by software vendors.”</p>
<p>Increased Global Reach</p>
<p>In the latest release, Epicor ITSM extends multinational capabilities to more than 20 countries with nine languages currently available (English U.S., English U.K., Dutch, German, French, Spanish, Russian, Estonian, Hungarian and Traditional Chinese) and offering support for businesses in Europe, Africa, Asia Pacific and the Americas. Additionally, development is under way for Swedish, Simplified Chinese and Greek. Support for Arabic is planned for future release to meet demand in countries such as Egypt, Jordan, Saudi Arabia, and the United Arab Emirates.</p>
<p>This extended reach of ITSM provides Epicor customers with greater power for managing IT operations as part of an integrated global solution and also broadens Epicor’s ability to serve midmarket companies around the world.</p>
<p>Greater Business Extensibility</p>
<p>The service-oriented architecture (SOA) on which Epicor ITSM is built provides easier integration with, and extension of, Epicor ITSM to external applications and businesses, including an application programming interface (API) for computer telephone integration (CTI); inbound and outbound Web service integration via Epicor Service Connect, and the introduction of a Self-Service and Field Service Portal solution based on Microsoft Office SharePoint Server 2007.</p>
<p>CTI opportunities have been enhanced with the addition of an interface that allows telephone software to launch a new Epicor form for incoming calls. This feature can significantly reduce the costs associated with integrating with external CTI hardware and software and create greater efficiencies in the service desk.</p>
<p>The bi-directional Web service integration enabled by Epicor Service Connect, sold separately, provides secure workflow orchestrations within Epicor ITSM and between Epicor ITSM and other line of business services, including external connectivity to Epicor and non-Epicor applications. For outgoing integrations, administrators can set up Server Event Listeners which wait for a specified event to occur, such as an updated incident, problem or change request, and then send the data set of the transaction to a Service Connect workflow. For incoming integrations, several Epicor Web services have been enhanced to allow easier interaction with external sources.</p>
<p>The addition of a new Self-Service and Field Service Content Pack for Microsoft Windows SharePoint Services 3.0 or Office SharePoint Server 2007 enables midmarket companies to increase responsiveness to internal customers. IT personnel in the field now have straightforward and secure access to adjust incidents, problems, request for changes (RFCs), and check for new assignments, finalise change advisory board (CAB) judgments and find information, from virtually anywhere.</p>
<p>“Epicor does a great job of leveraging the business benefits of Office SharePoint Server 2007 to drive efficiency throughout IT service organisations,” said Tom Rizzo, Director of SharePoint at Microsoft. “Using the power of the integrated platform of capabilities in Office SharePoint Server 2007, Epicor helps empower IT professionals to work more effectively and efficiently, and ultimately provide faster, streamlined service to knowledge workers within an organisation.”</p>
<p>Best Practices in IT Service Management</p>
<p>Epicor ITSM is built completely on an adaptable SOA using Microsoft’s .NET Framework to provide increased scalability, flexibility and support for the worldwide standard for IT processes – Information Technology Infrastructure Library (ITIL). Epicor ITSM is used successfully by both midmarket and large enterprises in a variety of industries from manufacturing to retail to education, with implementations ranging from fewer than 500 up to 10,000-plus supported employees.</p>
<p>About Epicor Software Corporation</p>
<p>Epicor is a global leader dedicated to providing enterprise resource planning (ERP), customer relationship management (CRM), supply chain management (SCM) and professional services automation (PSA) software solutions to midmarket companies and divisions of the Global 1000. Founded in 1984, Epicor serves over 20,000 customers in more than 140 countries, providing solutions in over 30 languages. Employing innovative service-oriented architecture (SOA) and Web services technology, Epicor delivers end-to-end, industry-specific solutions for manufacturing, distribution, retail, hospitality and services that enable companies to drive increased efficiency, improve performance and build competitive advantage. Epicor solutions provide the scalability and flexibility to meet today's business challenges, while empowering enterprises for even greater success tomorrow. Epicor offers a comprehensive range of services with its solutions, providing a single point of accountability to promote rapid return on investment and low total cost of ownership. Epicor’s worldwide headquarters are located in Irvine, California with offices and affiliates around the world. For more information, visit</p>

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