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IRVINE, CA, Oct 20, 2010 — Epicor Software Corporation (NASDAQ: EPIC), a leading provider of enterprise business software solutions for the midmarket and divisions of Global 1000 companies, today announced the release of Epicor IT Service Management (ITSM) 2010 and an enhanced version of Epicor ITSM Business Intelligence. Epicor ITSM is a powerful structured solution that provides a robust set of service management features supporting key IT processes and methodologies, with Epicor ITSM Business Intelligence enabling IT departments to seamlessly gather, analyze and share key reporting metrics.

“Today, IT departments are under increasing pressure to align IT with strategic business initiatives, to improve performance and provide cost transparency,” said James Norwood, senior vice president, worldwide product marketing for Epicor. “Epicor ITSM 2010 and Epicor ITSM Business Intelligence deliver even greater flexibility and business insight with embedded dashboard technology that empowers the IT organization through contextual analyses to optimally manage key business objectives, while delivering top line service levels to its customers.”

Leveraging Leading Technology Platforms Epicor ITSM makes comprehensive use of the latest technology from Microsoft. The core application features a service-oriented architecture (SOA) built using Microsoft Visual Studio .NET and the Microsoft. NET Framework, the Epicor ITSM self-service portal uses Microsoft SharePoint technologies, and Epicor ITSM Business Intelligence uses Microsoft SQL Server Analysis Services and Reporting Services. This enabling technology supports two new productivity features in Epicor ITSM 2010, the new vertical side bar, to provide rapid access to commonly used actions in context, and the new drag and drop attachments function, which provides an intuitive way to link external files to records in ITSM.

The latest release also offers bi-directional integration with the award-winning Hitachi IT Operations Analyzer.

Enhanced KPIs and Embedded Dashboards Deliver Greater Business Insight Epicor ITSM 2010 introduces powerful new dashboard functionality embedded in the standard Epicor ITSM application user interface. Dashboards come with advanced administration functionality to provide maximum flexibility in setting up charts and gauges based on ITSM data as well as external data sources.

Using all the comprehensive data stored within Epicor ITSM, Epicor ITSM Business Intelligence provides the IT team with accurate, complete and clear information — they will spend less time finding performance data — supporting faster, better-informed decisions for a more productive IT operation.

The most significant enhancement within the latest Epicor ITSM Business Intelligence release is the provision of key performance indicators (KPI). Available within the service performance cube of Epicor ITSM Business Intelligence, these KPIs offer Value, Goal, Status, and Trend indicators, which deliver stronger visualization, making trends easier to see and understand and virtually eliminates inaccurate reporting caused by differences in actual service level agreements (SLA) and historic reports.

Delivering Comprehensive IT Service Management Epicor ITSM provides 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, and Service level management. The latest release has successfully passed ITIL v3 assessment, achieving PinkVERIFY(TM) status and has also achieved the Process Compliance assessment under the ITIL Software Scheme (ISS).

The best practices of ITIL along with Epicor ITSM and related IT Operations Management (ITOM) 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.

About Epicor Software Corporation

Epicor Software is a global leader delivering business software solutions to the manufacturing, distribution, retail, hospitality and services industries. With 20,000 customers in over 150 countries, Epicor provides integrated enterprise resource planning (ERP), customer relationship management (CRM), supply chain management (SCM) and enterprise retail software solutions that enable companies to drive increased efficiency and improve profitability. Founded in 1984, Epicor takes pride in more than 25 years of technology innovation delivering business solutions that provide the scalability and flexibility businesses need to build competitive advantage. Epicor provides a comprehensive range of services with a single point of accountability that promotes rapid return on investment and low total cost of ownership, whether operating business on a local, regional or global scale. The Company’s worldwide headquarters are located in Irvine, California with offices and affiliates around the world. For more information, visit

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Epicor is a registered trademark of Epicor Software Corporation. Other trademarks referenced are the property of their respective owners. The product and service offerings depicted in this document are produced by Epicor Software Corporation.