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Oracle IT Service Management (ITSM) Suite is the complete, integrated solution that powers information-driven business excellence.
Its really cloud based, and has the oracle support.
Pros: it's tottally confugurable, good integration with enterprice legacy system using our web services in Oracle Service Bus (OSB).
Cons: The customization isn't easy to perform. The OSB was really a great advantage I don't know how would be the service integration without it.
Overall: The Oracle support that we had