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 Duration 14 hours

Course Outline

Introduction to Oracle Service Management

  • Defining Service Management
  • The business impact of effective Service Management
  • Principal features and advantages
  • Overview of Oracle service management modules

Exploring Oracle Service Cloud

  • User interface walkthrough
  • Essential components and navigation strategies

Configuring Users and Roles

  • Establishing and maintaining user accounts
  • Assigning user roles and access permissions

Understanding Service Requests

  • Categorisation of Service Requests
  • The lifecycle of a service request

Defining Service Request Types

  • Structuring service request categories
  • Creating and setting up service request forms

Administering Service Requests

  • Initiating and allocating service requests
  • Monitoring and updating service request status

Service Level Agreements (SLAs)

  • Concepts and definitions of SLAs
  • Setting up and managing SLA parameters

Automation and Workflow Design

  • Streamlining service request processes through automation
  • Designing workflows for service request handling

Knowledge Base Administration

  • Authoring and managing knowledge articles
  • Connecting the knowledge base to service request workflows

Multi-Channel Service Coordination

  • Overseeing service requests across diverse channels
  • Integration of email, chat, and social media platforms

Customer Self-Service Solutions

  • Establishing customer-facing portals
  • Implementing self-service functionalities

Field Service Coordination

  • Overview of Field Service capabilities
  • Planning and dispatching field service technicians

Mobile Service Administration

  • Leveraging mobile devices for service management
  • Configuration and usage of mobile applications

Fundamentals of Reporting

  • The role of reporting in service management
  • Available report types within Oracle service management

Developing and Tailoring Reports

  • Utilising report templates
  • Customising reports to align with business objectives

Dashboards and Data Visualisation

  • Constructing service management dashboards
  • Leveraging visualisations for data interpretation

Performance Indicators and KPIs

  • Key performance indicators specific to service management
  • Monitoring and analysing performance data

Data Protection and Compliance

  • Safeguarding data within service management systems
  • Adhering to industry standards and regulatory requirements

Integration with the Oracle Ecosystem

  • Connecting with Oracle ERP and CRM
  • Ensuring seamless data exchange between applications

Customisation and Functional Extensions

  • Tailoring Oracle service management settings
  • Enhancing functionality through add-ons and plugins

Best Practices for Service Excellence

  • Implementing industry best practices
  • Reviewing case studies and real-world scenarios

Problem Solving and Support Resources

  • Addressing common issues and resolutions
  • Accessing Oracle support channels

Requirements

  • Fundamental knowledge of Oracle applications
  • Basic familiarity with customer service workflows

Target Audience

  • Customer service managers
  • Service desk analysts
  • IT service managers

Number of participants


Price per participant

Open Training Courses require 5+ participants.

Testimonials (2)

good explanation on each points and provide assignment for practices.

Piseth Ben - ACLEDA Bank Plc.
Course - Oracle Database 19c: SQL Tuning Workshop

Greg was very patient and helpful

Chris Havel - Encyclopaedia Britannica
Course - ORACLE SQL Fundamentals

Provisional Upcoming Courses (Require 5+ participants)

Oracle Service Management

2026-11-20 09:30
14 hours
Te Pou Toetoe Linwood
7800 NZD (Online)
15300 NZD (Classroom)

Oracle Service Management

2026-12-04 09:30
14 hours
Auckland, ANZ Centre
7800 NZD (Online)
16600 NZD (Classroom)

Oracle Service Management

2026-12-18 09:30
14 hours
Wellington, Plimmer Towers
7800 NZD (Online)
15300 NZD (Classroom)

Oracle Service Management

2027-01-01 09:30
14 hours
Te Pou Toetoe Linwood
7800 NZD (Online)
15300 NZD (Classroom)

Oracle Service Management

2027-01-15 09:30
14 hours
Auckland, ANZ Centre
7800 NZD (Online)
16600 NZD (Classroom)

Oracle Service Management

2027-01-29 09:30
14 hours
Wellington, Plimmer Towers
7800 NZD (Online)
15300 NZD (Classroom)

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