--- 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: '2026-11-11' parent_category: name: IT Management url: https://www.g2.com/categories/it-management ---

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.

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JIMMY L.

Consultant

Enterprise (> 1000 emp.)

Originally submitted 4/19/2017

"Decent"

4/5

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

It is very customizable and has a lot of features. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

It has too many features that makes it overkill. Review collected by and hosted on G2.com.

Verified User in Hospital & Health Care

Enterprise (> 1000 emp.)

5/9/2017

"Solid product"

3.5/5

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

I don't use all of Oracle IT Business Suite. I use the Oracle Single Sign-On the most. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

Lags. But it could be my system server. Sometimes Single Sign-On errors out but restarting the computer fixes it. Review collected by and hosted on G2.com.

Verified User in Consumer Electronics

Enterprise (> 1000 emp.)

6/29/2017

"awesome performance and great OLTP database"

5/5

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

performance

easy admin

scaling

integration Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

auto failover complicated and need more changes Review collected by and hosted on G2.com.

Praveen C.

Enterprise (> 1000 emp.)

3/10/2017

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

4/5

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

I can get maximum rows in query fired each time. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

Some time Oracle server will be down some times. Review collected by and hosted on G2.com.

Erin D.

Epic Grand Central Credentialed Trainer

Mid-Market (51-1000 emp.)

Originally submitted 1/30/2017

"It works pretty well"

3.5/5

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

It is user friendly and very easy to use. Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

Sometimes it runs a little slower than I would like. Review collected by and hosted on G2.com.

Verified User in Non-Profit Organization Management

Enterprise (> 1000 emp.)

5/4/2017

"Oracle Review"

3/5

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

Ease of sending messages. Interface is easy to learn Review collected by and hosted on G2.com.

What do you dislike about Oracle IT Service Management Suite?

Searching for customers and staff is difficult. Unable to link Oracle with current database Review collected by and hosted on G2.com.

Verified User in Hospitality

Enterprise (> 1000 emp.)

1/31/2017

"Okay product, awful support."

2.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.