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Oracle IT Service Management Suite

4.1
(29)

Oracle IT Service Management (ITSM) Suite is an integrated solution that powers information-driven business excellence that can address and comprehensively manage the business of IT across their enterprises, innovate in response to volatile market conditions, and align services to business operations across global networks.

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Oracle IT Service Management Suite Reviews

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Showing 31 Oracle ITSM reviews
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Oracle ITSM review by Gina G.
Gina G.
Validated Reviewer
Verified Current User
Review Source

"Oracle Review"

What do you like best?

It allowed us to do many functions and have a ticket system so that people could contact us for issues regarding audit coding at a university.

What do you dislike?

It was not user friendly for instances when I wanted to send a message to multiple people and it had somewhat of an outdated setup when it was pushed through to emails (one of our ticket messages)

What business problems are you solving with the product? What benefits have you realized?

We are able to identify and record issues related to coding and see where changes may have been made. It helped us to realize how important communication and documentation is on our team.

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Oracle ITSM review by Consultant in Higher Education
Consultant in Higher Education
Validated Reviewer
Review Source

"Perfect for leveraging Management and Business Intelligence capabilities"

What do you like best?

Oracle ITSM provies the best solutions across the vast portfolio like Oracle BI and E business suite tailored to fit my need. Using ITIL Implementations I can quickly address pain points and business needs to build a momentum to offer best services to my clients.

What do you dislike?

Nothing to dislike as such but one thing I can add. Though the reporting capability is good, developinng is by no means easy. It takes time to develop that skill

Recommendations to others considering the product

Definitely worth those who are also involved with Oracle enterprise Manager because ITMS spans over complete IT lifecycle

What business problems are you solving with the product? What benefits have you realized?

was working on a project with Lufthansa airlines using Oracle ITSM. Had to deal with incident monitoring/ Alering and Diagnostics. ITSM really makes it easy for me and my team to coordinate with each other in regards to handling the client incidents.

What Enterprise IT Management Suites solution do you use?

Thanks for letting us know!
Oracle ITSM review by Brittney W.
Brittney W.
Validated Reviewer
Verified Current User
Review Source

"Peoplesoft is a very useful tool in the workplace."

What do you like best?

What I like best about Oracle is that you can access so many important resources using this tool, such as payroll, personal information and tax information.

What do you dislike?

What I dislike about the tool is that is has looked the same for so long, so it looks a it outdated.

What business problems are you solving with the product? What benefits have you realized?

Employees are able to easily access their payroll and tax information without having to go through HR or Payroll to do so.

Oracle ITSM review by Steve S.
Steve S.
Validated Reviewer
Review Source

"Great piece of software"

What do you like best?

Oracle IT Service Management Suite's best feature is its versatility and its ability to help us adapt quickly to changing conditions within the market. We use this software for a wide variety of projects and it has boosted productivity by at least 50%.

What do you dislike?

The biggest downside to Oracle IT Service Management Suite is the amount of time required to train new hires to use it to its full potential. We must spend several weeks with each new hire training them to use the software, which is then wasted man hours if they choose to leave the company.

Recommendations to others considering the product

None at this time.

What business problems are you solving with the product? What benefits have you realized?

It has enabled us to gain consistent, proactive management of our IT environment.

Oracle ITSM review by User in Marketing and Advertising
User in Marketing and Advertising
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Oracle Eloqua - get the most from your marketing automaton."

What do you like best?

Easy organaise and keep track of leads, marketing campaign and effectiveness.

What do you dislike?

The insight se too. Could be improved. The platform interface could be improved as well.

Recommendations to others considering the product

The big enterprises companies which can afford to invest in multiple Oracle products should use it. Eloqua is not recommended for small companies, because is quite expensive product.

What business problems are you solving with the product? What benefits have you realized?

Oracle Eloqua is the best tool if you want to automate your marketing efforts, especially across the different channels. To analysing the effectiveness of your marketing campaign and to use that information to make necessary changes to increase their impact.

Oracle ITSM review by Administrator in International Affairs
Administrator in International Affairs
Validated Reviewer
Review Source

"Powerful and versatile"

What do you like best?

Taking into account that his main rival SQL server has a lot of limitations, I would say that Oracle is the only option if you have to manage big databases with high availability and good performance.

Also for Big Data projects I would not consider more options, and I would go for Oracle Exadata.

What do you dislike?

Well, it is not a drawback itself but Oracle is big, huge... So be able to control all its areas it requires a lot of effort.

In my opinion is better to focus on some areas only (admin or developer or tuning...)

Recommendations to others considering the product

Big projects require big and trustable solutions.

What business problems are you solving with the product? What benefits have you realized?

Like I said, for big Data projects is the best option. Personally I still don't trust 100% in no-sql solutions, so Oracle is a must.

Oracle ITSM review by Bharti P.
Bharti P.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Perfect for Support project"

What do you like best?

Service Management is extremely adaptable. It works well in environments like ours which contain decentralized IT contacts.It control and monitor your entire change process also helps to guide a company in proper change management practices.

What do you dislike?

can have more support features.

It has issue was the integration with Rally software that caused some redundancies for release management, QA and the developers.

Recommendations to others considering the product

doing well

What business problems are you solving with the product? What benefits have you realized?

Remedy ITSM is well suited in any business that is trying to help manage their ITIL processes , also good for multiple uses beyond tickets - CMDB, Knowledge Base and Change Management.

Oracle ITSM review by Guljeet S.
Guljeet S.
Validated Reviewer
Review Source

"Oracle Database Software"

What do you like best?

We can use Oracle Management suite for database use purposes and it is very to run queries and it gives back the result in less amount of time as compared to SQL Server.

What do you dislike?

Nothing as such to dislike as it is easy to use.

Recommendations to others considering the product

They should give users enough trial period, so that they can learn all of its features and get used to it.

What business problems are you solving with the product? What benefits have you realized?

We are creating complex queries to get the results for business folks, in order to help them view the things which is going around the company.

Oracle ITSM review by Shruti B.
Shruti B.
Validated Reviewer
Review Source

"Good experience"

What do you like best?

The flexibility to manage and track services.

What do you dislike?

Do not like that It is based on the Siebel HelpDesk.

Recommendations to others considering the product

Oracle IT Service Management Suite will help you to stabilize your IT processes and you will become a better business partner. Oracle IT Service Management Suite is a very mature, capable, scalable and customizable tool that can be readily adapted to suit just about any organization's needs and requirements.

What business problems are you solving with the product? What benefits have you realized?

We build a licensing and vehicle management system for the Australian Government. Customizing was really easy and had minimum compatibility issues.

Oracle ITSM review by Theresa H.
Theresa H.
Validated Reviewer
Review Source

"I love how it streamlines applications. "

What do you like best?

How it streamlines our business applications as well when a problem arises it finds it and fixes it or gives solutions on how to fix it.

What do you dislike?

nothing at all. Its a wonderful program that helps our IT division out with any problems.

Recommendations to others considering the product

works streamlines products. Finds problems and solutions.

What business problems are you solving with the product? What benefits have you realized?

How to get everyone on the same page, how to streamline everyones tablet and phones, and able to not have any issues arise on the job sites. This program finds and fixes any problems within IT division.

Oracle ITSM review by ChardaƩ J.
ChardaƩ J.
Validated Reviewer
Review Source

"Awesome program when working with thousands of records"

What do you like best?

I love this program as I use it daily. It organizes customer data from dozens of customers and helps when it comes to separating and matching records

What do you dislike?

N/A the system is pretty accurate. I wouldn't change a thing about it.

What business problems are you solving with the product? What benefits have you realized?

Organizing data from different sources. It takes thousands of records and sorts them based on a threshold.

Oracle ITSM review by Kofi S.
Kofi S.
Validated Reviewer
Review Source

"Oracle IT Service Mgt Review"

What do you like best?

It's a good tool to manage tickets for service requests

What do you dislike?

it's hard to manage the back end system.

Recommendations to others considering the product

Evaluate as many tools as you can then choose the one that fits you best.

What business problems are you solving with the product? What benefits have you realized?

We were not able to see and manage the trouble tickets or get them assigned expeditiously. This helped.

Oracle ITSM review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Review Source

"concepts of Service Desk are complete"

What do you like best?

The services like incident management and configuration management are fulfilled and work made easy. Importantly it is user friendly with simple concepts.

What do you dislike?

Sometimes I feel the performance is not good. It hangs when I am looking for any important file.

Recommendations to others considering the product

Try it once and you will know the difference

What business problems are you solving with the product? What benefits have you realized?

I have realized that the work made me easy and all in one area. To pull out the reports also tracking the field was much more easier

Oracle ITSM review by Erin D.
Erin D.
Validated Reviewer
Review Source

"It works pretty well"

What do you like best?

It is user friendly and very easy to use.

What do you dislike?

Sometimes it runs a little slower than I would like.

Recommendations to others considering the product

It is a good software, but not perfect. Try others before you buy would be my advice.

What business problems are you solving with the product? What benefits have you realized?

Making time more effective for us and for our clients.

Oracle ITSM review by Praveen C.
Praveen C.
Validated Reviewer
Review Source

"One of the finest software to query the tables and data bases"

What do you like best?

I can get maximum rows in query fired each time.

What do you dislike?

Some time Oracle server will be down some times.

What business problems are you solving with the product? What benefits have you realized?

I'm resolving Insurance business problems using Oracle and it is used for my day to day job activity.

Oracle ITSM review by User in Management Consulting
User in Management Consulting
Validated Reviewer
Review Source

"Oracle IT Service Management Review"

What do you like best?

I like how the services are integrated and is a very good tool for the company to use. The CRM platform that Oracle provides through this tool is valuable.

What do you dislike?

I think the processes can be improved. As all software, there is room for improvement.

What business problems are you solving with the product? What benefits have you realized?

It has helped and supported most of the processes we have across the company.

Oracle ITSM review by JIMMY L.
JIMMY L.
Validated Reviewer
Review Source

"Decent"

What do you like best?

It is very customizable and has a lot of features.

What do you dislike?

It has too many features that makes it overkill.

Recommendations to others considering the product

It is a good product. Better than SAP (in my opinion).

What business problems are you solving with the product? What benefits have you realized?

Recording issues.

Oracle ITSM review by User in Transportation/Trucking/Railroad
User in Transportation/Trucking/Railroad
Validated Reviewer
Review Source

"Solid program"

What do you like best?

It is pretty easy to use , lots of online help if you need it and integrates with Microsoft applications.

What do you dislike?

It can be a little clunky at times because it doesn't work well with third party programs.

Recommendations to others considering the product

It is a good program, just make sure you are wanting to use it with Microsoft programs and not third party ones.

What business problems are you solving with the product? What benefits have you realized?

Organization

Oracle ITSM review by Administrator in Higher Education
Administrator in Higher Education
Validated Reviewer
Review Source

"Oravle IT Service Management"

What do you like best?

I find Oracle in general to be amazing! The support when confronted with any issues or concerns is great and the online forums are great for when you may want to to explore what other companies are engaging in.

What do you dislike?

At times it can be cumbersome to navigate for front end users.

What business problems are you solving with the product? What benefits have you realized?

We are stream lining our online efile process much easier with this product.

Oracle ITSM review by Radhika K.
Radhika K.
Validated Reviewer
Review Source

"Oracle 9i data loss prevention"

What do you like best?

Encapsulation is the best feature I like the most with 9i

What do you dislike?

Nothing much I would say to dislike this product

What business problems are you solving with the product? What benefits have you realized?

Template modifications

Oracle ITSM review by User in Marketing and Advertising
User in Marketing and Advertising
Validated Reviewer
Review Source

"Oracle"

What do you like best?

I have not much experience with it but used long time ago while in college and helped us in managing the resources which in turn helps in meeting the business results on time and with less effort.

What do you dislike?

i dont like the details which it asks for when we enter the project schedules

What business problems are you solving with the product? What benefits have you realized?

resources and business results

Oracle ITSM review by Lizeth C.
Lizeth C.
Validated Reviewer
Review Source

"Very easy"

What do you like best?

Very easy to operate, troubleshooting is easy

What do you dislike?

Takes too long but support always helps

What business problems are you solving with the product? What benefits have you realized?

Month end reports

Oracle ITSM review by User in Hospital & Health Care
User in Hospital & Health Care
Validated Reviewer
Review Source

"Solid product"

What do you like best?

I don't use all of oracle IT business suite. I us the oracle single sign on the most.

What do you dislike?

Lags. But it could be my system server. Some times single sign on errors out but restart of computer fixes it

What business problems are you solving with the product? What benefits have you realized?

Needing for end users to keep separaate passwords and separate reset for different apps

Oracle ITSM review by User in Hospitality
User in Hospitality
Validated Reviewer
Review Source

"Okay product, awful support."

What do you like best?

The IT SMS makes inputting tickets a breeze, allowing for quick entry without needing to call everything in.

What do you dislike?

The customer support from oracle is practically non-existent. Tickets take days or weeks for a response, and communication amongst the oracle team is beyond awful.

What business problems are you solving with the product? What benefits have you realized?

Reducing time spent on the phone and workload by centralizing the ticketing system.

Oracle ITSM review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source

"Bring IT and Business together"

What do you like best?

Integration of IT management tool wirh business systems and processes has more higher higher objective.

What do you dislike?

NA as such.. I have limited usage knowledge on this.

What business problems are you solving with the product? What benefits have you realized?

CRM platform. Has consistent, proactive management of IT landscape.

Oracle ITSM review by User in Retail
User in Retail
Validated Reviewer
Review Source

"Simple but good "

What do you like best?

Simplicity of the software. Easy to track orders and profit .

What do you dislike?

The training was long and confusing . Not necessary for my job.

What business problems are you solving with the product? What benefits have you realized?

Inventory and profit margins

Oracle ITSM review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source

"ITSM is complete Solution"

What do you like best?

Option to use it with OEM . Consistent & Proactive Approach is used here.

What do you dislike?

Software is little heavy from hardware perspective,

What business problems are you solving with the product? What benefits have you realized?

Managing our Customer tickets

Oracle ITSM review by User
User
Validated Reviewer
Review Source

"Oracle service manager"

What do you like best?

Huge database

Good performance

Versatile

What do you dislike?

It's huge. So controlling all it's features become difficult

Lots of training needed

Recommendations to others considering the product

It's a powerful tool.

What business problems are you solving with the product? What benefits have you realized?

Nothin right now.

Oracle ITSM review by User in Non-Profit Organization Management
User in Non-Profit Organization Management
Validated Reviewer
Review Source

"Oracle Review"

What do you like best?

Ease of sending messages. Interface is easy to learn

What do you dislike?

Searching for customers and staff is difficult. Unable to link Oracle with current database

What business problems are you solving with the product? What benefits have you realized?

Communication with customers

Oracle ITSM review by User in Education Management
User in Education Management
Validated Reviewer
Review Source

"Oracle"

What do you like best?

great platform for financial tasks/duties

What do you dislike?

slowness of system during peak times too

Recommendations to others considering the product

patience to learning the application is key!

What business problems are you solving with the product? What benefits have you realized?

IT technical support

Oracle ITSM review by Administrator in Consumer Electronics
Administrator in Consumer Electronics
Validated Reviewer
Review Source

"awesome performance and great OLTP database"

What do you like best?

performance

easy admin

scaling

integration

What do you dislike?

auto failover complicated and need more changes

Recommendations to others considering the product

must use

What business problems are you solving with the product? What benefits have you realized?

IT Service Management,help desk and infrastructure support

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