News Facts

• Committed to helping customers achieve operational excellence through the adoption of the IT service management best practices, Oracle today announced Oracle IT Service Management Suite has been certified as ITIL (Information Technology Infrastructure Library) compatible through the PinkVERIFY IT Service Management (ITSM) certification program.
• ITIL is a leading framework for ITSM best practices. By implementing ITIL, customers can standardize IT services and processes, increase quality of service, improve application performance and reduce operational costs while adhering to corporate and legislative compliance requirements.
• After an objective assessment conducted by Pink Elephant, a global leader in IT management best practices, Oracle IT Service Management Suite achieved certification for six core ITIL processes: Incident, Problem, Change, Configuration, Release and Service Level Management.
• Oracle IT Service Management Suite, comprised of Oracle's Siebel CRM HelpDesk, Oracle Enterprise Manager and Oracle Business Intelligence Suite Enterprise Edition Plus, is a complete and integrated solution that enables companies to comprehensively manage the business of IT across the enterprise, respond to dynamically changing market conditions and align services to business operations across global networks.
• Oracle, silver sponsor of itSMF Fusion USA Fusion 2008 conference, will be demonstrating its IT Service Management Suite at the event in booth 1126, September 7-9, 2008.

Reducing Cost and Complexity of IT Service Management

• With Oracle IT Service Management Suite, organizations can quickly deploy ITIL-compatible processes to achieve greater IT efficiency, easily integrate IT and business processes for enhanced organizational value and attain greater control over compliance and governance processes.
• Key components of Oracle's IT Service Management Suite include:
  • Siebel CRM HelpDesk: provides a complete solution for managing incidents, problems, service requests and other IT service processes such as Change and Service Level Management, as well as Employee Self Service, helping businesses control costs, allocate scarce resources and improve the speed and quality of service response.
  • Oracle Enterprise Manager: helps customers manage business services and applications by monitoring and analyzing user experiences and assessing the business impact of IT issues across the enterprise application stack. Oracle Enterprise Manager provides solutions for Application Operations Management and Application Quality Management, supporting the delivery of ITIL processes.
  • Oracle Business Intelligence Suite Enterprise Edition Plus: is an enterprise business intelligence (BI) product that delivers a full range of capabilities including interactive dashboards, full ad hoc queries, proactive intelligence and alerts, enterprise and financial reporting, real-time predictive intelligence and disconnected analytics.

  Supporting Quotes

  • "The management and governance of complex IT environments, such as next generation data centers, grid computing infrastructures and Service-oriented architectures, has caused businesses to rethink IT management," said Leng Leng Tan, Oracle Vice President, Applications and Systems Management. "With ITIL best practices at the foundation of Oracle's IT Service Management Suite, Oracle provides companies a complete, standards-based architecture to enhance the manageability and efficiency of IT services and processes."
  • "Pink Elephant has developed rigorous guidelines for the PinkVERIFY certification process, which can take a considerable amount of time to complete," says David Ratcliffe, President of Pink Elephant. "We are pleased to acknowledge Oracle's thorough engineering practices in developing this suite, and to confirm that it meets the functional requirements for six different ITIL processes."

  Supporting Resources

  Oracle's IT Service Management Suite
  Oracle Enterprise Manager
  Oracle's Siebel CRM HelpDesk
  Oracle Business Intelligence Suite Enterprise Edition Plus
  About Pink Elephant
  

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