Oracle IT Service Management Suite Reviews & Product Details

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.

Seller

Oracle

Discussions

Oracle IT Service Management Suite Community

Solution Type

All-in-One

Value at a Glance

Averages based on real user reviews.

Perceived Cost

$$$$$

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User Insights

Average based on 37 real user reviews.

Perceived Cost

$$$$$

Oracle IT Service Management Suite Reviews FAQs

Generated using AI

Last updated: Nov 04, 2026

What is Oracle IT Service Management Suite, and what problem is it built to solve?

Oracle IT Service Management Suite is used to centralize IT service work, including service requests and incident tickets. It helps teams track issues and coordinate day-to-day IT processes.

What company sizes and industries is Oracle IT Service Management Suite the best fit for?

The strongest reviewer-reported fit is among enterprise organizations, with mid-market and small businesses also represented. Industry presence is most concentrated in IT and software, with education and healthcare also appearing as recurring segments.

Enterprise: The clearest concentration of positively rated reviewers.
Mid-market: Also represented among positively rated users.
Small business: Present among positively rated users as well.
IT and software: The most prominent industry grouping.
Education and healthcare: Both appear among the represented industries.

What customer support options does Oracle IT Service Management Suite provide, and how do users find the overall support experience?

The support experience is mixed. Some users value knowledgeable, helpful assistance and online forums, while others describe slow responses, difficult communication, or trouble getting issues resolved.

What features or capabilities could make Oracle IT Service Management Suite even more useful?

The clearest opportunities to make Oracle IT Service Management Suite more useful are smoother navigation, better responsiveness, and easier connections with other systems.

Improve interface and search usability so users can find tickets and move through workflows more easily.
Make performance more consistent and reduce slowdowns or hanging.
Simplify connectivity with external systems and improve the links between modules.

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Ashrafujjaman B.

CEO & Project Manager

Small-Business (50 or fewer emp.)

12/10/2021

"One Of best IT service Management Suite"

5/5

What do you like best about Oracle IT Service Management Suite?

1. The best things are the features they provide for image processing, links etc.

2. The ticket system. It keeps all the issue tickets for long years.

3. I love the Graphical outlook of the software. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

1. Searching function is relatively weak here. Got too much time to find recent tickets.

2. Slow migration is another lousy point, in my opinion. They should take care of this. Review collected by and hosted on G2.com.

ACMA Gaurav B.

Cost Accountant

Small-Business (50 or fewer emp.)

3/31/2022

"oracle IT management suit"

4.5/5

What do you like best about Oracle IT Service Management Suite?

IT enabled access let us to be more secure in term of data privacy. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

time taking, secured server required multiple login which takes much time. Review collected by and hosted on G2.com.

Verified User in Banking

Enterprise (> 1000 emp.)

1/7/2022

"Oracle ITSM Suite"

3.5/5

What do you like best about Oracle IT Service Management Suite?

It provides all the necessary ITSM tools and Asset Management tools. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

The User interface and the connectivity between modules needs lot of improvements. Review collected by and hosted on G2.com.

Nikita C.

Software QA Analyst

Mid-Market (51-1000 emp.)

7/27/2021

"Oracle - Worth It"

4/5

What do you like best about Oracle IT Service Management Suite?

Easy to setup and navigate around, provides good support Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

Initial use can take some time to learn. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

11/14/2019

"Oracle World"

4/5

What do you like best about Oracle IT Service Management Suite?

Focused on processes and management tools it's increase service quality. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

The licensing of product was very convoluted. Review collected by and hosted on G2.com.

Verified User in Computer Software

Enterprise (> 1000 emp.)

3/30/2019

"Best in class support and ability to scale"

3/5

What do you like best about Oracle IT Service Management Suite?

Best part about the oracle solution is the team of support staff who have great knowledge about the product and their nature to help out. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

Very specialized and catered to more particular needs of the business, unsuitable if you need a more customized product for your business need. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

9/19/2018

"Perfect for leveraging Management and Business Intelligence capabilities"

4.5/5

What do you like best about Oracle IT Service Management Suite?

Oracle ITSM provides 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. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

Nothing to dislike as such but one thing I can add. Though the reporting capability is good, developing is by no means easy. It takes time to develop that skill Review collected by and hosted on G2.com.

Recommendations to others considering Oracle IT Service Management Suite:

Definitely worth those who are also involved with Oracle Enterprise Manager because ITMS spans over complete IT lifecycle Review collected by and hosted on G2.com.

What problems is Oracle IT Service Management Suite solving and how is that benefiting you?

Was working on a project with Lufthansa airlines using Oracle ITSM. Had to deal with incident monitoring/alerting and diagnostics. ITSM really makes it easy for me and my team to coordinate with each other in regards to handling the client incidents. Review collected by and hosted on G2.com.

Verified User in Maritime

Enterprise (> 1000 emp.)

7/26/2018

"Oracle IT Service Management Review"

4.5/5

What do you like best about Oracle IT Service Management Suite?

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. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

I think the processes can be improved. As all software, there is room for improvement. Review collected by and hosted on G2.com.

Brittney W.

Inside Sales Executive

Information Services

Enterprise (> 1000 emp.)

12/20/2017

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

4/5

What do you like best about Oracle IT Service Management Suite?

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. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

What I dislike about the tool is that it has looked the same for so long, so it looks a bit outdated. Review collected by and hosted on G2.com.

Chardaé J.

Business Technical Analyst

Information Technology and Services

Enterprise (> 1000 emp.)

2/18/2018

"Awesome program when working with thousands of records"

5/5

What do you like best about Oracle IT Service Management Suite?

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 Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

N/A the system is pretty accurate. I wouldn't change a thing about it. Review collected by and hosted on G2.com.