--- title: Oracle IT Service Management Suite Reviews meta_title: 'Oracle IT Service Management Suite Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 37 reviews by the users' company size, role or industry to find out how Oracle IT Service Management Suite works for a business like yours. aggregate_rating: rating_value: 4.1 review_count: 37 scale: '5' date_modified: '2026-08-07' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # Oracle IT Service Management Suite Reviews **Vendor:** Oracle **Category:** [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management) **Average Rating:** 4.1/5.0 **Total Reviews:** 37 ## About Oracle IT Service Management Suite 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. ## Oracle IT Service Management Suite Reviews ### 1. Best in class support and ability to scale **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** March 30, 2019 **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. **What do you dislike about Oracle IT Service Management Suite?** Very specialized and catered to more particular needs of the business, unsuitable of you need more customized product for your business need. **What problems is Oracle IT Service Management Suite solving and how is that benefiting you?** Have a scalable solution for the growing F&B product of the company as the clients increase the software should be able to handle more traffic. ### 2. concepts of Service Desk are complete **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 31, 2017 **What do you like best about Oracle IT Service Management Suite?** 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 about Oracle IT Service Management Suite?** Sometimes I feel the performance is not good. It hangs when I am looking for any important file. **Recommendations to others considering Oracle IT Service Management Suite:** Try it once and you will know the difference **What problems is Oracle IT Service Management Suite solving and how is that benefiting you?** 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 ### 3. Bring IT and Business together **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 10, 2017 **What do you like best about Oracle IT Service Management Suite?** Integration of IT management tool wirh business systems and processes has more higher higher objective. **What do you dislike about Oracle IT Service Management Suite?** NA as such.. I have limited usage knowledge on this. **What problems is Oracle IT Service Management Suite solving and how is that benefiting you?** CRM platform. Has consistent, proactive management of IT landscape. ### 4. Oracle Review **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Enterprise (> 1000 emp.) **Reviewed Date:** May 04, 2017 **What do you like best about Oracle IT Service Management Suite?** Ease of sending messages. Interface is easy to learn **What do you dislike about Oracle IT Service Management Suite?** Searching for customers and staff is difficult. Unable to link Oracle with current database **What problems is Oracle IT Service Management Suite solving and how is that benefiting you?** Communication with customers ### 5. Okay product, awful support. **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Enterprise (> 1000 emp.) **Reviewed Date:** January 31, 2017 **What do you like best about Oracle IT Service Management Suite?** The IT SMS makes inputting tickets a breeze, allowing for quick entry without needing to call everything in. **What do you dislike about Oracle IT Service Management Suite?** 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 problems is Oracle IT Service Management Suite solving and how is that benefiting you?** Reducing time spent on the phone and workload by centralizing the ticketing system. ## Oracle IT Service Management Suite Discussions - [What is Oracle IT Service Management Suite used for?](https://www.g2.com/discussions/what-is-oracle-it-service-management-suite-used-for) - [View Oracle IT Service Management Suite pricing details and edition comparison](https://www.g2.com/products/oracle-it-service-management-suite/reviews?filters%5Bnps_score%5D%5B%5D=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+12%3A07%3A38+-0500&secure%5Bsession_id%5D=80acfc6c-558b-4b7c-b496-be10b1dc6b0b&secure%5Btoken%5D=45435289eff04458e3f5be0796c56ba0dd70fcb582884928ef799aa6fe4b8dda&format=llm_user) ## Oracle IT Service Management Suite Features **Analysis** - Threat Detection **Platform** - Unified Communications Platform - Remote Access - Asset Tracking - IT Knowledge Management - IT Asset Management - Activity Tracking **Security** - Endpoint Protection - Workflow Management - Remote Monitoring & Management - Configuration Management - Task Management - License Management - Capacity Management - Compliance Management - Service Level Agreement (SLA) Management - Incident Management **Agentic AI - Enterprise IT Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - AI/Machine Learning - Third-Party Integrations **Additional Functionality** - Audit Trail - Single Sign On - Security Tools - Server Monitoring - Generative AI - Self Service Portal - Event Logs - Maintenance Scheduling - Data Import/Export - Personalization and Recommendation - AI Copilot - IT Reporting - Alerts/Notifications - Access Controls/Permissions - Issue Auditing - Dashboard - API - Real-Time Notifications - Real-Time Monitoring - Workflow Automation ## Top Oracle IT Service Management Suite Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,305 reviews) - [ServiceNow IT Operations Management](https://www.g2.com/products/servicenow-it-operations-management/reviews) - 4.4/5.0 (455 reviews) - [EV Reach](https://www.g2.com/products/ev-reach/reviews) - 4.5/5.0 (428 reviews)