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

$$$$$

View More Pricing Information

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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.

G2 reviews are authentic and verified.

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Gina G.

Degree Audit Specialist

Higher Education

Enterprise (> 1000 emp.)

7/18/2017

"Oracle Review"

3.5/5

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

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. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

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) Review collected by and hosted on G2.com.

Verified User in Marketing and Advertising

Mid-Market (51-1000 emp.)

7/30/2017

Business partner of the seller or seller's competitor, not included in G2 scores.

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

5/5

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

Easy to organize and keep track of leads, marketing campaigns, and effectiveness. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

The insights too. Could be improved. The platform interface could be improved as well. Review collected by and hosted on G2.com.

Recommendations to others considering Oracle IT Service Management Suite:

The big enterprise companies which can afford to invest in multiple Oracle products should use it. Eloqua is not recommended for small companies, because it is quite an expensive product. Review collected by and hosted on G2.com.

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

Oracle Eloqua is the best tool if you want to automate your marketing efforts, especially across different channels. To analyze the effectiveness of your marketing campaign and to use that information to make necessary changes to increase their impact. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

12/19/2017

"Solid program"

4/5

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

It is pretty easy to use, lots of online help if you need it and integrates with Microsoft applications. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

It can be a little clunky at times because it doesn't work well with third party programs. Review collected by and hosted on G2.com.

Verified User in Retail

Enterprise (> 1000 emp.)

12/12/2017

"Simple but good"

5/5

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

Simplicity of the software. Easy to track orders and profit. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

The training was long and confusing. Not necessary for my job. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

8/31/2017

"concepts of Service Desk are complete"

2.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering Oracle IT Service Management Suite:

Try it once and you will know the difference Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

12/7/2017

"ITSM is complete Solution"

4/5

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

Option to use it with OEM. Consistent & Proactive Approach is used here. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

Software is little heavy from hardware perspective, Review collected by and hosted on G2.com.

Kofi S.

EPM & BI Consultant

Information Technology and Services

Small-Business (50 or fewer emp.)

7/31/2017

"Oracle IT Service Mgt Review"

4.5/5

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

It's a good tool to manage tickets for service requests Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

it's hard to manage the back end system. Review collected by and hosted on G2.com.

Recommendations to others considering Oracle IT Service Management Suite:

Evaluate as many tools as you can then choose the one that fits you best. Review collected by and hosted on G2.com.

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

We were not able to see and manage the trouble tickets or get them assigned expeditiously. This helped. Review collected by and hosted on G2.com.

Verified User in International Affairs

Enterprise (> 1000 emp.)

4/12/2017

"Powerful and versatile"

4.5/5

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

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. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

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...) Review collected by and hosted on G2.com.

Recommendations to others considering Oracle IT Service Management Suite:

Big projects require big and trustable solutions. Review collected by and hosted on G2.com.

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

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. Review collected by and hosted on G2.com.