Name: Oracle IT Service Management Suite (discontinued)
Rating: 1.5 (4 reviews)
Author: Discontinued Products

Communications Outsourcing

Customer Success

Help Desk

Web and Video Conferencing

Customer Support

Image Recognition

Java Technologies

Software Repositories

Development

Business Intelligence (BI)

Collaboration

Contract Management

Electronic Signature

Interactive Voice Response (IVR)

Supply Chain Management

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Benefits Administration

Corporate Learning Management

Credentialing

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Brokers

Cloud Storage

Data Center Infrastructure Management

Data Center Outsourcing (USA)

Data Mapping

Data Observability

Data Privacy Management

Fraud Detection

Governance, Risk & Compliance

Hyper-Converged Infrastructure

IT Asset Disposal

IT Asset Management

Integration Platform as a Service (iPaaS)

Log Management

Network Performance Monitoring

Operating Systems

Packet Analyzer

Single Sign-On

Smart Contracts

Software Defined Storage (SDS)

Software Distribution

Solid State Drives

Tape Storage

Unified Endpoint Management (UEM)

Virtual Private Cloud (VPC)

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Digital Content Creation

Digital Signage

Email Management

Email Marketing

Marketing Automation

Social Media Management

Survey & Forms Building

Video Collaboration

Web Analytics

Marketing

Meeting Room Booking

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Acceleration

Sales

Animation

Building Information Modeling (BIM)

Equipment Rental

Insurance Suites

Investment Portfolio Management

Legal Billing

Public Sector Software

Tax Practice Management

Vertical-Specific

Find top rated software and services based on in-depth reviews from verified users. 400+ software categories including PaaS, NoSQL, BI, HR, and more.

Cherwell Service Management (discontinued)

Discontinued Products

BMC Helix ITSM

BMC Helix

Spiceworks Cloud Help Desk

Spiceworks Ziff Davis

GLPI

Teclib

Jira Service Management

Atlassian

Mojo Helpdesk

Metadot Corporation

NinjaOne

ServiceNow IT Service Management

ServiceNow

TOPdesk

Freshservice

Freshworks Inc

SysAid

SysAid Technologies

SolarWinds Service Desk (SSD)

SolarWinds

ManageEngine ServiceDesk Plus

ManageEngine, A Div of Zoho Corporation Pvt Ltd

Oracle ITSM suite for enterprises was a suite of tools for managing, tracking, and servicing IT based on the Siebel HelpDesk. The suite is now End of Life, Oracle no longer offers the suite for sale.

Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management.

ITSM Standard

ITSM Pro

ITSM Enterprise

TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.

Essential

Engaged

Excellent

Oracle IT Service Management Suite (discontinued)

IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers.

IT Service Management (ITSM)

Likelihood to Recommend

Incident and problem management

Change management

Organize and prioritize service tickets

Expert directory

Service restoration

Self-service tools

Change requests repository

Change calendar

Service-level management

Streamlining ticketing and service restoration processes

Prioritize tickets to ensure most urgent are tackled first

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Impact assessment and automated fixes for common problems

Repository of information documenting common issues and known resolutions which can be accessed directly by users

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

ITSM reports and dashboards

Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

ITSM asset management

Managing all IT assets and enforcing policy rules

Configuration mangement

Database for tracking and reporting all business assets

Asset management dashboard

Dashboard showing organization's software portfolio

Policy and contract enforcement

Ensuring that requesters have eligibility before fullfullment

Ensuring standardized processes for making changes to IT infrastructure

Single repository of all planned changes and releases

Calendar showing change schedule to stakeholders

Process for negotiating agreements regarding service level expectations, and ensuring these are met

Oracle Service

Oracle IT Service Management Suite 2018-02-26 18:29:34

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Difficult to find

Search function

Easy to collaborate

Team members

Number of features

Home

IT Service Management (ITSM) Tools

We used Oracle across an entire department, it was how we received our issue tickets and correspond with customers. The Oracle application we used was to document and share issues with other team members and direct problems to the correct department area. It was used specifically by my team to address problems found on our Degree Checklist application for University of Michigan students.

It kept a log of all our issue tickets going back many years.
Oracle made it easy to collaborate on issue tickets and work with my team members.
It offered a number of features for formatting and inserting images and links, to make our issue tickets resemble an email.
Oracle helped our department to delegate issue tickets and monitor each other's projects.

The search function was very poor, which made it difficult to find our issue tickets in RightNow.
The Reply feature was kind of messy at times, it was difficult to find out who originally sent in tickets and reply all to people.
It could have looked a bit sleeker, it looked somewhat outdated in the RightNow function.

It was helpful because it was our only system for organizing incident reports, and it was where I worked 70% of the time to correspond with our customers.
The interface was sometimes time-consuming to use, and I wondered if there would have been a more streamlined program to use. It made our work seem slow at times.
This program did provide us with a back-log of all of our issues, so it was important for us to use to in order to find repeated incident reports.

Oracle IT Service Management Suite (discontinued)

Overview

What is Oracle IT Service Management Suite (discontinued)?