IT help desk & IT Service Management software

Reliable, easy to use & ITIL compliant help desk suite to take your service management to the next level

Your employees and customers rely on you to deliver the services that allow them to get their jobs done in the most effective way. IT failure can have a significant impact on an organisation’s longevity let alone performance so internal and external IT departments need to answer questions quickly, fix problems immediately and find ways to prevent issues in the future – all while maintaining service levels and adding value to the business.

Be more customer-centric, service-focused & automated

Epicor IT Service Management (ITSM) provides your helpdesk team with accurate, complete and clear information. Easily create, trace, summarise and close incidents, problems and change requests – set and monitor varying service levels based on specific agreements and offer your service desk a powerful structured solution for IT management processes.

ITIL compliant in all key service management areas including incident, problem, change, configuration and service level management. Epicor IT Service management suite empowers your IT department to reach the next level in service management.

Download ITSM Software Overview
IT help desk software
  • Incident management
  • Problem management
  • Change management
  • Configuration management
  • Service level management
  • Financial management for IT services
  • Service catalogue management
  • Operations management
“Epaccsys offered the best solution in terms of price, functionality and flexibility. We would also achieve our aim of following ITIL best practice for providing support to our users.”
Fred Kavoussian, The Royal British Legion
“Epicor ITSM offers an incredible amount of reporting features.” “The open nature and accessibility, combined with its ease-of-use were instrumental in our selection of Epicor ITSM.”
Evelien Van Der Vliet, The Dutch Railway

Key benefits

  • Complete IT Service management suite based upon ITIL/ISM best practices
  • Scalable so it can be aligned & grow with the needs & maturity level of the organisation
  • Seamlessly integrated Business Intelligence reporting & analysis tools
  • Available as SaaS, subscription & on-premise
  • Multilingual capability & time zone aware to fit with global business operations
  • Web or email surveys to measure & increase customer satisfaction – with real-time, web-based reporting
  • Mobile access for engineers taking into account multiple time zones & working time calendars
  • Self-service portal – can be embedded in your branded SharePoint® site

Powerful easy-to-use IT Service Management Software

Prioritise, organise & manage support plus speed up workflows – it’s everything you need in one complete service desk solution.

  • Deliver end-to-end services effectively – across your entire enterprise, over the web
  • Align IT with strategic business goals – improve performance & make IT costs more transparent
  • Automate, standardize & improve processes
  • Compliance – provide transparency and accountability in business processes & accounting
  • Increase customer satisfaction – surveys to measure & increase customer satisfaction, customer loyalty & the net promoter score (NPS)
  • Self-service – reduce the calls from customers & improve the efficiency of your service desk
  • Service catalogue – allow your customers to quickly organise new services from you online
  • Easy to personalise & customise – flexible configuration allows you to quickly adjust the system to meet user needs, without changing even one line of code
  • Multi-lingual – available in more than 15 languages to support global IT service desk requirements
  • Continual service improvement – provide insight into the costs and the return on investment of services and to identify cost savings
  • Integrated Business Intelligence – insight at every level to measure results, improve your performance, make better decisions faster and be more cost efficient
  • Mobile access for field engineers
  • Integrates with Microsoft Office – synchronise contacts, tasks & appointments as well as mail-merge letters quickly & efficiently from within familiar working environment

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