By implementing ITIL, a leading framework for ITSM best practices, 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.
Oracle Service provides a complete solution for managing incidents, problems, changes, and service assets and configurations. It helps businesses control costs, allocate scarce resources, and improve the speed and quality of service response.
Oracle Service has been verified for the following ITIL processes, which help customers to improve:
Incident Management: Resolve events that cause unexpected interruptions or degradation of services quickly and effectively.
Problem Management: Analyze and identify the root cause of incidents.
Change Management: Evaluate and establish procedures for handling IT infrastructure changes to ensure quality and continuity of IT services.
Service Asset & Configuration Management: Maintain and provide accurate information about IT configurations.
Oracle's ITSM Suite provides complete and integrated management across service, systems and business intelligence. It 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. The components of Oracle ITSM Suite include:
Oracle Service provides information driven customer service and is integrated with other Oracle E-Business Suite applications including Oracle Sales and Oracle Marketing.
Oracle’s Siebel Helpdesk helps businesses control costs, allocate scarce resources, and improve the speed and quality of service response.
Oracle Enterprise Manager provides an integrated application management solution with a unique top-down approach, encompassing application performance management; configuration and change management; and application quality management for the entire Oracle enterprise application stack.
Oracle Enterprise Performance Management and Business Intelligence provides comprehensive reporting to determine key objectives for support profitability and employee satisfaction.
"Customers today are grappling with managing complex IT environments, with increasing demands to maximize efficiency, cost control and compliance,” said Cliff Godwin, Senior Vice President, Oracle Applications. “With the Oracle E-Business Suite Service applications, organizations can quickly deploy ITIL compatible processes to enable greater IT efficiency, improve accountability and control over compliance and governance processes and demonstrate IT’s value by easily integrating IT and business processes for greater business value and alignment."