Microsoft System Center Service Manager vs. Oracle IT Service Management Suite (discontinued)

I think any organization that runs windows on their computers that is size over 50 workstations and looking for a complete package to manage their windows machines must have Microsoft System Center Service Manager, especially if they have Windows servers and VMs. The capability of managing multiple devices at ones can save a lot of time for the IT jobs.

Incentivized

It is helpful when someone wants to reassign issues and delegate tasks to other co-workers. However, it is not a good place for documentation because it is difficult to navigate older issue tickets. This is my personal experience with RightNow, an Oracle application used to manage our incident reports and project tracking documents

Incentivized

• This tool is used to track support requests among our IT staff.
• We use this tool to automate some more routine tasks.

Incentivized

• 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.

Incentivized

• Kind of clunky.
• Takes a lot a lot a lot of configuration.
• There is a lot of jargon to learn to be able to use it to its full ability.

Incentivized

• 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• It could have looked a bit sleeker, it looked somewhat outdated in the RightNow function.

Incentivized

The customer support service is excellent. They help from start/deployment through to any time later on. They responded quickly and resolved our issues professionally and in no time.

Incentivized

We selected MCSM because it is a solid product that we could use very quickly, compared to other tools there is a lot more effort for integration into the infrastructure, costing time and money. We implemented the tool very quickly and since it integrates with other Microsoft products, it was very easy to get up and running.

Incentivized

• Save a world of time when imaging
• Save a world of time with patch management
• Provides decent reports to get a snapshot quickly

Incentivized

• 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.

Incentivized