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Oracle IT Service Management Suite (discontinued)

Score1.5 out of 10

4 Reviews and Ratings

What is Oracle IT Service Management Suite (discontinued)?

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.

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Categories & Use Cases

Oracle IT Service Management Suite (discontinued) Key Features

Learn about the best (and worst!) features Oracle IT Service Management Suite (discontinued) has to offer, as determined by TrustRadius' reviewers.
Based on 4 ratings of Oracle IT Service Management Suite (discontinued)'s features
View all Oracle IT Service Management Suite (discontinued) features

Top Performing Features

  • Expert directory

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

    Category average: 7.8

  • Self-service tools

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

    Category average: 8.1

  • Change requests repository

    Single repository of all planned changes and releases

    Category average: 8.5

Areas for Improvement

  • Service restoration

    Impact assessment and automated fixes for common problems

    Category average: 8

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 8.9

  • Change calendar

    Calendar showing change schedule to stakeholders

    Category average: 7.9

Who Buys & Uses Oracle IT Service Management Suite (discontinued)

Oracle IT Service Management Suite (discontinued) Reviews

What users are saying about Oracle IT Service Management Suite (discontinued).
View all Oracle IT Service Management Suite (discontinued) reviews

Oracle Review (RightNow)

Incentivized
Verified User
Analyst (10,001+ employees employees)

Pros

  • 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.

Cons

  • 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.

Return on Investment

  • 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.