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 Duration 14 hours

Course Outline

Introduction to Oracle Service Management

  • Defining Service Management
  • The business value of effective Service Management
  • Core features and key advantages
  • Overview of Oracle Service Management modules

Navigating Oracle Service Cloud

  • User interface walkthrough
  • Essential components and navigation strategies

User and Role Administration

  • Provisioning and managing user accounts
  • Setting user roles and access permissions

Fundamentals of Service Requests

  • Categorizing different types of Service Requests
  • The lifecycle of a service request

Configuring Service Request Types

  • Establishing service request categories
  • Designing and deploying service request forms

Service Request Administration

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

Service Level Agreements (SLAs)

  • Concepts and definitions of SLAs
  • Configuring and overseeing SLAs

Automation and Workflow Design

  • Automating routine service request procedures
  • Building workflows for service requests

Knowledge Management

  • Authoring and maintaining knowledge articles
  • Linking the knowledge base with service requests

Multi-Channel Service Operations

  • Oversight of service requests across various channels
  • Integration of email, chat, and social media platforms

Customer Self-Service Portals

  • Deployment of customer-facing portals
  • Activating self-service functionalities

Field Service Management

  • Summary of Field Service capabilities
  • Coordinating the scheduling and dispatch of technicians

Mobile Service Administration

  • Utilizing mobile devices for service oversight
  • Configuration and usage of mobile applications

Reporting Fundamentals

  • The role of reporting in service management
  • Report types available in Oracle Service Management

Report Creation and Tailoring

  • Leveraging report templates
  • Adapting reports to align with business objectives

Dashboards and Data Visualization

  • Building service management dashboards
  • Applying visualizations for deeper data analysis

Performance Metrics and KPIs

  • Essential performance indicators for service management
  • Tracking and evaluating performance metrics

Data Security and Compliance

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

Integration with Other Oracle Applications

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

Customization and Extensions

  • Tailoring Oracle Service Management settings
  • Expanding capabilities via add-ons and plugins

Best Practices in Service Management

  • Applying best practices for service excellence
  • Analysis of case studies and real-world scenarios

Troubleshooting and Support

  • Addressing common issues and resolutions
  • Utilizing Oracle support resources

Requirements

  • A foundational understanding of Oracle applications.
  • Working knowledge of 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

Upcoming Courses

Oracle Service Management

2026-11-23 09:30
14 hours
Örebro, City Center
2000 EUR (Online)
2400 EUR (Classroom)

Oracle Service Management

2026-12-07 09:30
14 hours
Linköping
2000 EUR (Online)
2400 EUR (Classroom)

Oracle Service Management

2026-12-21 09:30
14 hours
Stockholm, Hötorget
2000 EUR (Online)
2400 EUR (Classroom)

Oracle Service Management

2027-01-04 09:30
14 hours
Uppsala
2000 EUR (Online)
2600 EUR (Classroom)

Oracle Service Management

2027-01-18 09:30
14 hours
Malmö, Stadskärna
2000 EUR (Online)
2400 EUR (Classroom)

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