Get in Touch
 Duration 14 hours

Course Outline

Overview of Oracle Service Management

  • Definition of Service Management
  • The Role of Service Management in Business
  • Primary Features and Advantages
  • Modules within Oracle Service Management

Exploring the Oracle Service Cloud Interface

  • Interface Overview
  • Essential Components and Navigation Strategies

Establishing Users and Roles

  • Provisioning and Managing User Accounts
  • Defining User Roles and Access Permissions

Fundamentals of Service Requests

  • Categorization of Service Requests
  • The Workflow Lifecycle of a Request

Tailoring Service Request Configurations

  • Defining Request Categories
  • Designing Service Request Forms

Overseeing Service Requests

  • Initiation and Assignment of Requests
  • Monitoring and Progressing Request Statuses

Service Level Agreements (SLAs)

  • Interpreting SLAs
  • Setting and Administering SLAs

Automation and Workflow Design

  • Streamlining Service Request Processes
  • Designing Workflows for Requests

Knowledge Base Administration

  • Authoring and Curating Knowledge Articles
  • Linking the Knowledge Base to Service Requests

Multi-Channel Service Administration

  • Coordinating Requests Across Various Channels
  • Integrating Email, Chat, and Social Media

Customer Self-Service

  • Configuring Customer Portals
  • Activating Self-Service Features

Field Service Operations

  • Summary of Field Service Features
  • Coordinating Technicians and Dispatch Schedules

Mobile Service Administration

  • Leveraging Mobile Devices for Service Tasks
  • Mobile Application Setup and Usage

Reporting Fundamentals

  • The Value of Reporting in Service Oversight
  • Available Report Types in Oracle Service Management

Building and Adjusting Reports

  • Utilizing Report Templates
  • Adapting Reports to Satisfy Business Requirements

Dashboards and Visual Analytics

  • Constructing Service Management Dashboards
  • Leveraging Visualizations for Data Insight

Performance Indicators and KPIs

  • Core KPIs for Service Management
  • Tracking and Evaluating Performance Data

Data Security and Regulatory Compliance

  • Safeguarding Data in Service Operations
  • Adhering to Industry Standards and Regulations

Integration with Other Oracle Solutions

  • Connecting with Oracle ERP and CRM
  • Achieving Seamless Data Synchronization

Customization and Extended Functionality

  • Tailoring Oracle Service Management Settings
  • Expanding Capabilities via Add-ons and Plugins

Optimal Service Management Practices

  • Applying Best Practices for Service Excellence
  • Reviewing Case Studies and Practical Examples

Troubleshooting and Support Resources

  • Addressing Common Issues and Remedies
  • Accessing Oracle Support Channels

Requirements

  • Foundational knowledge of Oracle applications
  • Understanding of standard 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

2026-11-23 09:30
14 hours
200 Mary Street, Brisbane
7000 AUD (Online)
13600 AUD (Classroom)

Oracle Service Management

2026-12-07 09:30
14 hours
Adelaide City Central
7000 AUD (Online)
13600 AUD (Classroom)

Oracle Service Management

2026-12-21 09:30
14 hours
Melbourne 385 Bourke Street
7000 AUD (Online)
13600 AUD (Classroom)

Oracle Service Management

2027-01-04 09:30
14 hours
Cliftons Perth
7000 AUD (Online)
14200 AUD (Classroom)

Oracle Service Management

2027-01-18 09:30
14 hours
Sydney King Street
7000 AUD (Online)
13600 AUD (Classroom)

Related Courses

Oracle Database 19c Administration

 35 Hours
This instructor-led training in Australia provides a comprehensive guide for intermediate DBAs on Oracle Database 19c SE2 administration. Participants will gain mastery over installation, security, backup, and performance tuning, while also covering effective migration strategies from 11g to 19c using practical tools.
Read more...

Oracle Database 19c SE2 Administration Essentials

 49 Hours
This instructor-led training in Australia focuses on installing, configuring, and managing Oracle Database 19c SE2. Participants acquire practical skills in administration, backup, recovery, and migration, ensuring reliable database management and operational efficiency for real-world enterprise workloads.
Read more...

Oracle Database 19c: Administration

 35 Hours

This instructor-led live training in Australia (delivered online or onsite) is intended for system administrators seeking to master the administration, monitoring, and support of Oracle databases.

By the end of the training, participants will be able to:

  • Understand the significant feature and architectural changes in Oracle Database.
  • Manage and monitor Oracle databases effectively.
  • Optimize Oracle database performance.
Read more...

Oracle Database 19c - Backup and Recovery

 14 Hours

This instructor-led, live training in Australia (online or onsite) is aimed at beginner-level database administrators who wish to manage backup and recovery tasks in Oracle Database 19c.

By the end of this training, participants will be able to:

  • Understand the essential concepts of backup and recovery in Oracle Database 19c, including the architecture and various types of failures.
  • Gain hands-on experience in configuring backup and recovery settings, including the RMAN environment and fast recovery area.
  • Develop practical skills in performing different types of backups and recovery operations, including full, incremental, and point-in-time recovery.
  • Learn how to utilize Oracle's Flashback technology for effective database recovery and manage disaster recovery scenarios.
  • Apply best practices for backup, recovery, and disaster recovery to ensure data availability and minimize downtime in Oracle Database 19c.
Read more...

Oracle Database 19c - Data Guard Administration

 21 Hours

This instructor-led, live training in Australia (online or onsite) is aimed at intermediate-level database administrators who wish to manage, optimise, and secure Data Guard environments for robust disaster recovery and high availability.

By the end of this training, participants will be able to:

  • Understand the architecture and benefits of Oracle Data Guard for disaster recovery and high availability.
  • Gain hands-on experience in configuring and managing physical and logical standby databases, including Data Guard broker.
  • Develop practical skills in monitoring, troubleshooting, and optimising Data Guard environments for optimal performance.
  • Learn advanced features such as Active Data Guard, Data Guard with RAC, and securing Data Guard communications.
  • Apply best practices for disaster recovery planning, ensuring data consistency, and automating Data Guard operations.
Read more...

Oracle Database 19c - Install and Upgrade

 7 Hours

This instructor-led live training in Australia (online or on-site) is designed for entry-level database administrators aiming to gain the confidence and competence to effectively manage and optimise their Oracle environments.

Upon completion of this training, participants will be able to:

  • Gain a solid understanding of the core features and architecture of Oracle Database 19c, alongside system prerequisites and installation procedures.
  • Acquire hands-on skills for installing Oracle Database 19c and Oracle Grid Infrastructure, including the configuration of network, storage, and security parameters.
  • Master the end-to-end upgrade process for Oracle Database 19c, spanning from initial planning to post-upgrade validation.
  • Develop the ability to troubleshoot common issues that arise during installation and upgrade procedures.
  • Apply industry best practices for Oracle Database installation and upgrades to ensure a seamless and successful deployment.
Read more...

Oracle Database 19c - Multitenant Architecture

 21 Hours

This instructor-led, live training in Australia (online or onsite) is aimed at intermediate-level database administrators who wish to effectively manage and optimise a multitenant environment.

By the end of this training, participants will be able to:

  • Understand the key components and benefits of Oracle Database 19c's multitenant architecture, including CDBs and PDBs.
  • Gain practical skills in installing, configuring, and managing container databases (CDBs) and pluggable databases (PDBs).
  • Develop proficiency in implementing security measures, backup and recovery strategies, and performance tuning in a multitenant environment.
  • Learn how to manage high availability and disaster recovery in a multitenant architecture, including configuring Data Guard and Oracle RAC.
  • Acquire troubleshooting techniques and best practices for maintaining a secure, efficient, and reliable multitenant database environment.
Read more...

Oracle Database 19c - RAC, ASM, and Grid Infrastructure Administration

 35 Hours

This instructor-led, live training in Australia (online or onsite) is aimed at intermediate-level database administrators who wish to manage and optimise complex, high-availability Oracle database environments.

By the end of this training, participants will be able to:

  • Gain a comprehensive understanding of Oracle RAC architecture and Grid Infrastructure, including installation, configuration, and management.
  • Develop practical skills in managing Automatic Storage Management (ASM), including disk group management, instance tuning, and backup/recovery.
  • Learn advanced RAC performance tuning techniques, disaster recovery configurations, and best practices for high availability.
  • Acquire troubleshooting and diagnostic skills for resolving issues in RAC and Grid Infrastructure environments.
  • Understand the process of patching and upgrading Oracle RAC and Grid Infrastructure while minimising downtime and maintaining system stability.
Read more...

Oracle SQL for Administrators

 21 Hours

This instructor-led, live training in Australia (online or onsite) is targeted at beginner-level database administrators and developers who wish to master SQL to efficiently manage, query, and manipulate data in Oracle databases for administrative and operational tasks.

By the conclusion of this training, participants will be able to:

  • Comprehend Oracle database architecture, including schemas, users, and sessions.
  • Write and optimise SQL queries for data retrieval, filtering, and manipulation.
  • Utilise joins, subqueries, and set operators to work with multiple tables and complex queries.
  • Perform data aggregation, grouping, and analysis using SQL functions.
  • Manage schema objects such as views, sequences, and indexes to enhance database operations.
Read more...

Oracle SQL for Developers

 35 Hours

This instructor-led, live training in Australia (online or onsite) is aimed at intermediate-level developers and database administrators who wish to use Oracle SQL to design, manage, and optimise database applications and automate tasks efficiently.

By the end of this training, participants will be able to:

  • Understand Oracle database architecture and manage users, schemas, and permissions.
  • Write optimised SQL queries for data retrieval, manipulation, and analysis.
  • Use advanced SQL techniques, including joins, subqueries, and hierarchical queries.
  • Design and manage database objects like tables, indexes, views, and sequences.
Read more...

Oracle Database 19c: Data Warehousing Concepts

 14 Hours
This instructor-led live training in Australia provides an introductory look into Oracle Database 19c data warehousing concepts for novice data professionals. Learners will master core architecture, data modelling, and ETL fundamentals to establish a solid analytical foundation for business intelligence.
Read more...

Oracle Database 19c: Data Warehousing Techniques

 21 Hours
This instructor-led training in Australia delves into Oracle Database 19c data warehousing methods, covering schema design, ETL optimisation, and performance tuning. Participants acquire hands-on skills to construct efficient, scalable analytics solutions for business intelligence and reporting.
Read more...

Oracle Database 19c: SQL Tuning Workshop

 21 Hours
Attend this instructor-led SQL tuning workshop in Australia to gain mastery over Oracle Database 19c performance optimisation. Learners will develop the skills to interpret execution plans, deploy tuning tools like AWR and ADDM, and implement indexing strategies to effectively resolve inefficient queries in real-world settings.
Read more...

Oracle SQL for beginners

 21 Hours
This beginner-focused Oracle SQL training in Australia helps you build essential database skills from the ground up. Learn to write queries, manage data, and understand relational structures. Perfect for newcomers seeking a solid foundation in SQL fundamentals.
Read more...

ORACLE SQL Fundamentals

 14 Hours
This two-day workshop in Australia provides a comprehensive introduction to SQL fundamentals for Oracle and other database systems. It explores relational concepts, data retrieval techniques, functions, joins, and advanced query strategies through hands-on practical exercises. The aim is to help participants develop core database competencies using sample datasets and accessible free tools.
Read more...

Related Categories

Oracle
Oracle