IT Service Management

IT failure can have a significant impact on an organization’s longevity let alone performance. Increasingly, IT departments are under pressure to align IT with strategic business goals and needs, improve performance, and make IT costs more transparent. In order to meet these objectives IT managers require structured solutions and guidelines.

IT Service Management (ITSM) helps ensure business goals are met and value delivered by providing both the business and the IT department with a common set of best practices and tools.

ITSM also plays a key role in compliance management. With regulatory and legal requirements such as SOX, BASEL II, COBIT, ISO/BS, and HIPAA organizations need to provide transparency and accountability in business processes and corporate accounting. ITSM delivers the tool set to manage, control and mitigate the risks of IT service processes, aiding organizations achieve regulatory compliance.

Providing Solutions to Meet Your Business Goals

Epicor ITSM solutions provide a robust set of service management features that support key IT processes outlined by the Information Technology Infrastructure Library (ITIL) version 2 and version 3 and have been certified by Pink Elephant as ITIL compatible for:

• Incident management
• Problem management
• Change management
• Configuration management
• Service level management.

The best practices of ITIL along with Epicor ITSM solutions provide IT departments not just the opportunity to learn from the knowledge and experience of people who have faced the same challenges, but the ability to cost-effectively manage the strategic deployment of IT resources and assets. The net result – greater productivity, seamless change management, and efficient IT service.