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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Steve S.

Lisa's Pimp

Biotechnology

Small-Business (50 or fewer emp.)

1/23/2017

"Great piece of software"

5/5

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

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

What do you dislike about Oracle IT Service Management Suite?

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. Review collected by and hosted on G2.com.

Lizeth C.

Insurance Verifier

Retail

Mid-Market (51-1000 emp.)

7/31/2017

"Very easy"

5/5

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

Very easy to operate, troubleshooting is easy Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

Takes too long but support always helps Review collected by and hosted on G2.com.

Verified User in Higher Education

Enterprise (> 1000 emp.)

7/12/2017

"Oravle IT Service Management"

4/5

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

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. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

At times it can be cumbersome to navigate for front end users. Review collected by and hosted on G2.com.

Verified User in Marketing and Advertising

Small-Business (50 or fewer emp.)

7/5/2017

"Oracle"

4.5/5

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

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. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

I don't like the details which it asks for when we enter the project schedules. Review collected by and hosted on G2.com.

Verified User in Education Management

Enterprise (> 1000 emp.)

9/7/2017

"Oracle"

4/5

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

great platform for financial tasks/duties Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

slowness of system during peak times too Review collected by and hosted on G2.com.

Theresa H.

office manager

Construction

Mid-Market (51-1000 emp.)

2/9/2017

"I love how it streamlines applications. "

5/5

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

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. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

nothing at all. Its a wonderful program that helps our IT division out with any problems. Review collected by and hosted on G2.com.

Recommendations to others considering Oracle IT Service Management Suite:

works streamlines products. Finds problems and solutions. Review collected by and hosted on G2.com.

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

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. Review collected by and hosted on G2.com.

Guljeet S.

System Analyst

Enterprise (> 1000 emp.)

1/21/2017

"Oracle Database Software"

4.5/5

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

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. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

Nothing as such to dislike as it is easy to use. Review collected by and hosted on G2.com.

Recommendations to others considering Oracle IT Service Management Suite:

They should give users enough trial period, so that they can learn all of its features and get used to it. Review collected by and hosted on G2.com.

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

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. Review collected by and hosted on G2.com.

Bharti P.

Technology Analyst

Information Technology and Services

Enterprise (> 1000 emp.)

1/11/2017

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

"Perfect for Support project"

3.5/5

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

Service Management is extremely adaptable. It works well in environments like ours which contain decentralized IT contacts. It controls and monitors your entire change process and also helps to guide a company in proper change management practices. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

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. Review collected by and hosted on G2.com.

Recommendations to others considering Oracle IT Service Management Suite:

doing well Review collected by and hosted on G2.com.

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

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. Review collected by and hosted on G2.com.

Shruti B.

Senior Associate Consultant

Information Technology and Services

Enterprise (> 1000 emp.)

1/20/2017

"Good experience"

4/5

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

The flexibility to manage and track services. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

Do not like that It is based on the Siebel HelpDesk. Review collected by and hosted on G2.com.

Recommendations to others considering Oracle IT Service Management Suite:

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. Review collected by and hosted on G2.com.

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

We build a licensing and vehicle management system for the Australian Government. Customizing was really easy and had minimum compatibility issues. Review collected by and hosted on G2.com.