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Compare Freshservice and Oracle IT Service Management Suite 
At a Glance
Market Segments
Mid-Market (62.4% of reviews)
Enterprise (65.7% of reviews)
Entry-Level Pricing
$19.00
No pricing available
Freshservice
Star Rating
(1,290)4.6 out of 5
Market Segments
Mid-Market (62.4% of reviews)
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansOracle IT Service Management Suite
Star Rating
(37)4.1 out of 5
Market Segments
Enterprise (65.7% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Oracle IT Service Management SuiteSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshservice excels in its Ease of Use with a score of 9.2, making it more user-friendly compared to Oracle IT Service Management Suite, which has a score of 7.9. Reviewers mention that the intuitive interface of Freshservice allows for quicker onboarding and less training time.
- Reviewers mention that Freshservice's Incident Management features, particularly the Automate Ticket Routing and Ticket Notifications, are highly rated at 9.1 and 9.0 respectively. In contrast, Oracle's incident management capabilities are perceived as less efficient, leading to longer resolution times.
- G2 users highlight Freshservice's superior Quality of Support with a score of 9.0, while Oracle's support is rated lower at 7.9. Users say that Freshservice's support team is responsive and helpful, which enhances the overall user experience.
- Users on G2 report that Freshservice's Self-Service Experience is robust, particularly with its Knowledge Base and Searchable Articles scoring 8.6 and 8.9 respectively. Oracle's self-service options are seen as less comprehensive, which can hinder user autonomy.
- Reviewers mention that Freshservice's Generative AI capabilities, especially in AI Text Generation, are rated at 8.0, providing users with advanced features for automating responses. Oracle's AI features are less developed, leading to a more manual approach in service management.
- Users say that Freshservice's Reporting tools, particularly the Dashboards and Time Tracking, are rated at 8.6 and 8.2, offering better insights into service performance. In comparison, Oracle's reporting features are considered less user-friendly and harder to navigate.
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Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Oracle IT Service Management Suite
No pricing availableFree Trial
Freshservice
Free Trial is available
Oracle IT Service Management Suite
No trial information availableRatings
Meets Requirements
8.9
1,156
8.3
31
Ease of Use
9.2
1,155
7.9
31
Ease of Setup
8.8
939
8.0
11
Ease of Admin
9.0
954
8.2
11
Quality of Support
9.0
1,117
7.9
30
Has the product been a good partner in doing business?
9.1
930
8.6
11
Product Direction (% positive)
9.5
1,143
7.6
29
Features by Category
Administration
8.6
308
|
Verified
Not enough data
8.4
334
|
Verified
Not enough data
8.3
361
|
Verified
Not enough data
Service Desk
9.4
390
|
Verified
Not enough data
9.1
365
|
Verified
Not enough data
8.8
357
|
Verified
Not enough data
Management
8.5
300
|
Verified
Not enough data
8.9
307
|
Verified
Not enough data
8.8
272
|
Verified
Not enough data
8.5
274
|
Verified
Not enough data
8.2
219
|
Verified
Not enough data
Functionality
9.4
321
|
Verified
Not enough data
8.8
259
|
Verified
Not enough data
8.8
256
|
Verified
Not enough data
8.8
290
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Monitoring
8.3
260
|
Verified
Not enough data
8.6
296
|
Verified
Not enough data
8.8
313
|
Verified
Not enough data
6.4
18
Not enough data
Management Tools
9.1
334
|
Verified
Not enough data
8.9
324
Not enough data
8.5
288
|
Verified
Not enough data
Generative AI
7.9
129
Not enough data
7.9
129
Not enough data
Agentic AI - Incident Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.3
70
Not enough data
Self-Service Experience
8.4
131
Not enough data
8.7
127
Not enough data
7.2
107
Not enough data
7.6
109
Not enough data
8.2
128
Not enough data
Self-Service Platform
8.5
129
Not enough data
8.7
133
Not enough data
7.2
102
Not enough data
8.1
124
Not enough data
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.8
65
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
9.1
727
Not enough data
8.9
730
Not enough data
9.0
783
Not enough data
8.6
719
Not enough data
8.6
684
Not enough data
Reporting
8.6
765
Not enough data
8.2
629
Not enough data
8.2
607
Not enough data
Access & Usability
8.4
693
Not enough data
8.9
716
Not enough data
8.5
541
Not enough data
8.7
553
Not enough data
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analysis
7.6
174
7.6
12
Platform
8.3
230
8.0
16
8.2
213
7.9
15
8.7
256
Feature Not Available
8.4
284
8.2
15
8.7
316
8.0
17
Security
7.8
179
8.8
12
7.1
108
Feature Not Available
7.5
167
Feature Not Available
8.9
284
Feature Not Available
8.8
287
8.3
15
Agentic AI - Enterprise IT Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshservice and Oracle IT Service Management Suite are categorized as Enterprise IT Management
Unique Categories
Freshservice is categorized as IT Service Management (ITSM) Tools, IT Alerting, Incident Management, Service Desk, and Customer Self-Service
Oracle IT Service Management Suite has no unique categories
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Oracle IT Service Management Suite
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
19.9%
Computer Software
5.4%
Construction
4.5%
Education Management
3.5%
Financial Services
3.5%
Other
63.2%
Information Technology and Services
28.6%
Computer Software
8.6%
Retail
5.7%
Marketing and Advertising
5.7%
Hospital & Health Care
5.7%
Other
45.7%
Most Helpful Reviews
Freshservice
Most Helpful Favorable Review
Rajaraman S.
Verified User in Computer Software
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
Most Helpful Critical Review
Michael S.
Verified User in Furniture
Their internal Helpdesk customer service is abysmal for a company specializing in Helpdesk software. You send them an issue with screen shots and all the details. Their responses have nothing to do with the issue at hand, and you will need to reiterate the...
Oracle IT Service Management Suite
Most Helpful Favorable Review
Verified User in International Affairs
Taking into account that his main rival SQL server has a lot of limitations, I would say that Oracle is the only option if you have to manage big databases with high availability and good performance. Also for Big Data projects I would not consider more...
Most Helpful Critical Review
Verified User in Hospitality
The customer support from oracle is practically non-existent. Tickets take days or weeks for a response, and communication amongst the oracle team is beyond awful.
Rajaraman S.
Verified User in Computer Software
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
Verified User in International Affairs
Taking into account that his main rival SQL server has a lot of limitations, I would say that Oracle is the only option if you have to manage big databases with high availability and good performance. Also for Big Data projects I would not consider more...
Michael S.
Verified User in Furniture
Their internal Helpdesk customer service is abysmal for a company specializing in Helpdesk software. You send them an issue with screen shots and all the details. Their responses have nothing to do with the issue at hand, and you will need to reiterate the...
Verified User in Hospitality
The customer support from oracle is practically non-existent. Tickets take days or weeks for a response, and communication amongst the oracle team is beyond awful.
Alternatives
Discussions
How has your experience been with Freshservice support?
12 comments
DM
I have interacted with them a number of times. Often they respond within the hour. They are always helpful and available to get onto zoom sessions to explain...Read more
Whats the best way to populate our inventory?
3 comments
PB
Deploying the Freshservice Discovery Agent via GPO did the trick for...Read more
I still have trouble making Probe work properly.
2 comments
Official Response from Freshservice
"If the issue persists, write to support@freshservice.com"Read more
Oracle IT Service Management Suite has no discussions with answers
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