This Webcast Produced for: Optimizing Your IT Help Desk Through Self-Service On Demand Gregory Horton, Director, Product Marketing, Enterprise Solutions Group The demands on today's IT help desk are growing rapidly. Now, many are discovering the power of self-service to make their help desk function more productive and more profitable. Why the need? As organizations grow, their infrastructure grows more complex, leading to a greater dependence on information technologies to support the organization and provide competitive advantage. As a result, IT departments are facing increased pressure to solve problems quickly, reduce downtime and find innovative technology solutions to problems. At the same time there is pressure to reduce overall IT cost and be more efficient. In this webcast, we'll discuss how implementing a self-service solution can greatly optimize your IT help desk. From reductions in call volume to reductions in costs, see how self-service can help your IT help desk. About Epicor Software Epicor Software Corporation has long been a recognized leader in building world-class Applications and Epicor ITSM is no exception. Epicor ITSM (Information Technology Services Management) is a complete help desk management system that enables IT issues to be addressed quickly and efficiently by providing essential tools for internal IT support. Epicor ITSM includes enhanced functionality supporting these best practices which has earned the solution ITIL certification in the areas of Service Level Management, Incident Management, Problem Management, Change Management and Configuration Management. Epicor ITSM is built from the ground up using the Microsoft .NET Framework, rounding out Epicor's complete suite of Web service-based CRM solutions. The adoption of the Microsoft .NET Framework enable Epicor to provide solutions that maximum flexibility with a low total cost of ownership, continuing Epicor's commitment to delivering award-winning CRM solutions to global midmarket enterprises. http://www.epicor.com/www/products/enterprise/IT+Help+Desk/ About Gregory Horton Gregory Horton joined Epicor Software Corporation in 1997, and brings over 20 years of product marketing and software engineering experience to the company. In his current position, Horton is responsible for the strategic direction, product management, marketing and messaging of Epicor's Clientele customer relationship management (CRM) software solutions. Designed for small and midmarket enterprises, Epicor's CRM solutions leverage Web services technology to deliver enhanced scalability and flexibility. During his tenure with Epicor, Horton helped manage the release of Clientele Customer Support 8, the first CRM solution built from the ground up on the Microsoft .NET Framework. Previously, Horton served as director of product marketing for Epicor eFrontOffice, which is integrated with Epicor's comprehensive suite of proven, Web-enabled enterprise solutions. Prior to joining Epicor, Horton was at Intersolv, Inc., where he held management positions in product marketing, business alliances and marketing communications. Before working for Intersolv, Horton served in technical roles at Cadre Technologies and GigaBit Logic, Inc. as technical support applications engineer and software engineer. Horton received both his Master of Science degree and Bachelor of Science degree in Mathematics and Computer Science from Pepperdine University in Malibu, California.