Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Cat avg: 7.8
Oracle IT Service Management Suite (discontinued)
4 Reviews and Ratings
Top Performing Features
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Cat avg: 8.1
Change requests repository
Single repository of all planned changes and releases
Cat avg: 8.5
Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Cat avg: 8.4
Worst Performing Features
Change calendar
Calendar showing change schedule to stakeholders
Cat avg: 7.9
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Cat avg: 8.9
Service restoration
Impact assessment and automated fixes for common problems
Cat avg: 8
Oracle IT Service Management Suite (discontinued) Features from Reviews
Incident and problem management
Streamlining ticketing and service restoration processes
6.8-18%
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.9
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.8
Service restoration
Impact assessment and automated fixes for common problems
Category average: 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 management
Ensuring standardized processes for making changes to IT infrastructure
6-27%
Change requests repository
Single repository of all planned changes and releases
Category average: 8.5
Change calendar
Calendar showing change schedule to stakeholders
Category average: 7.9
Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Category average: 8.4