Get in Touch
 Duration 14 hours

Course Outline

Introduction to Oracle Service Management

  • Defining Service Management
  • The role of Service Management in business operations
  • Key features and strategic benefits
  • Overview of Oracle service management modules

Navigating Oracle Service Cloud

  • User interface walkthrough
  • Essential components and navigation strategies

User and Role Configuration

  • Creating and administering user accounts
  • Setting up roles and access permissions

Overview of Service Requests

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

Service Request Type Configuration

  • Defining service request categories
  • Structuring service request forms

Service Request Management

  • Generating and assigning service requests
  • Monitoring and updating request status

Service Level Agreements (SLAs)

  • Concepts behind SLAs
  • Configuration and administration of SLAs

Automation and Workflows

  • Automating service request procedures
  • Designing workflows for service request handling

Knowledge Management

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

Multi-Channel Service Management

  • Handling service requests across diverse channels
  • Integrating email, chat, and social media

Customer Self-Service

  • Establishing customer portals
  • Implementing self-service options

Field Service Management

  • Overview of Field Service features
  • Scheduling and dispatching field technicians

Mobile Service Management

  • Leveraging mobile devices for service oversight
  • Configuring and utilizing mobile applications

Introduction to Reporting

  • The significance of reporting in service management
  • Types of reports available in Oracle service management

Report Creation and Customization

  • Applying report templates
  • Adapting reports to align with business requirements

Dashboards and Visualizations

  • Building service management dashboards
  • Applying visualizations for data interpretation

Performance Metrics and KPIs

  • Defining key performance indicators for service management
  • Tracking and evaluating performance metrics

Data Security and Compliance

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

Integration with Other Oracle Applications

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

Customization and Extensions

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

Best Practices in Service Management

  • Adopting best practices for service excellence
  • Reviewing case studies and real-world applications

Troubleshooting and Support

  • Addressing common issues and resolutions
  • Utilizing Oracle support resources

Requirements

  • Foundational knowledge of Oracle applications
  • General 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

Upcoming Courses

Oracle Service Management

2026-12-21 10:00
14 hours
Seoul - Gran Seoul
₩ 5000000 (Online)
₩ 10000000 (Classroom)

Oracle Service Management

2027-01-04 10:00
14 hours
Seoul Center 1
₩ 5000000 (Online)
₩ 10000000 (Classroom)

Oracle Service Management

2027-01-18 10:00
14 hours
Jungang-Dong Center
₩ 5000000 (Online)
₩ 10000000 (Classroom)

Oracle Service Management

2027-02-01 10:00
14 hours
Seoul - Gran Seoul
₩ 5000000 (Online)
₩ 10000000 (Classroom)

Related Courses

Oracle Database 19c Administration

 35 Hours

This instructor-led training in South Korea empowers intermediate DBAs to take command of Oracle Database 19c SE2 administration. Learners will gain proficiency in installation, security protocols, backup procedures, and performance tuning. The curriculum also addresses migration strategies from 11g to 19c, emphasizing the use of practical tools.

Read more...

Oracle Database 19c SE2 Administration Essentials

 49 Hours
This instructor-led course on South Korea focuses on the installation, configuration, and management of Oracle Database 19c SE2. Participants acquire hands-on skills in administration, backup, recovery, and migration, ensuring robust database management and operational efficiency for real-world enterprise scenarios.
Read more...

Oracle Database 19c: Administration

 35 Hours

This live, instructor-led training for South Korea (offered online or on-site) targets system administrators aiming to learn the skills required to administer, monitor, and support Oracle databases.

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

  • Comprehend the key feature and architectural shifts in the Oracle database.
  • Oversee and monitor Oracle database operations.
  • Enhance Oracle database performance.
Read more...

Oracle Database 19c - Backup and Recovery

 14 Hours

This instructor-led, live training in South Korea (online or on-site) is designed for 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:

  • Grasp the fundamental concepts of backup and recovery in Oracle Database 19c, including its architecture and different types of failures.
  • Acquire practical experience in configuring backup and recovery settings, such as the RMAN environment and the fast recovery area.
  • Develop hands-on skills in executing various backup and recovery operations, including full, incremental, and point-in-time recovery.
  • Learn to leverage Oracle's Flashback technology for efficient 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 South Korea (online or on-site) targets intermediate-level database administrators who want to manage, optimize, and secure Data Guard environments for robust disaster recovery and high availability.

Upon completing this training, participants will be able to:

  • Grasp the architecture and advantages of Oracle Data Guard for disaster recovery and high availability.
  • Acquire hands-on experience in setting up and managing physical and logical standby databases, including the Data Guard broker.
  • Build practical skills in monitoring, troubleshooting, and optimizing Data Guard environments for peak performance.
  • Explore 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 South Korea (online or on-site) is designed for beginner-level database administrators who want to ensure they are well-prepared to manage and optimize their Oracle environments.

Upon completing this training, participants will be able to:

  • Understand the key features and architecture of Oracle Database 19c, including system requirements and installation methods.
  • Acquire practical skills in installing Oracle Database 19c and Oracle Grid Infrastructure, including configuring network, storage, and security settings.
  • Learn the complete process of upgrading to Oracle Database 19c, from pre-upgrade planning to post-upgrade validation.
  • Develop troubleshooting skills to handle common issues during installation and upgrade.
  • Apply best practices for Oracle Database installation and upgrade to ensure a smooth and successful deployment.
Read more...

Oracle Database 19c - Multitenant Architecture

 21 Hours

This instructor-led, live training in South Korea (online or onsite) is aimed at intermediate-level database administrators who wish to effectively manage and optimize 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 South Korea (online or onsite) is designed for intermediate-level database administrators seeking to manage and optimize complex, high-availability Oracle database environments.

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

  • Develop a comprehensive understanding of Oracle RAC architecture and Grid Infrastructure, including installation, configuration, and ongoing management.
  • Acquire practical skills in managing Automatic Storage Management (ASM), encompassing disk group management, instance tuning, and backup/recovery procedures.
  • Learn advanced RAC performance tuning techniques, disaster recovery configurations, and industry best practices for achieving high availability.
  • Build troubleshooting and diagnostic capabilities to resolve issues within RAC and Grid Infrastructure environments.
  • Master the process of patching and upgrading Oracle RAC and Grid Infrastructure while minimizing downtime and maintaining system stability.
Read more...

Oracle SQL for Administrators

 21 Hours

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

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

  • Understand Oracle database architecture, including schemas, users, and sessions.
  • Write and optimize SQL queries for data retrieval, filtering, and manipulation.
  • Use 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 like views, sequences, and indexes to enhance database operations.
Read more...

Oracle SQL for Developers

 35 Hours

This instructor-led live training in South Korea (online or onsite) is designed for intermediate-level developers and database administrators who want to leverage Oracle SQL to design, manage, and optimize database applications, as well as 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 optimized 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 live, instructor-led session on South Korea guides novice data professionals through the concepts of Oracle Database 19c data warehousing. Learners will acquire knowledge of core architecture, data modeling, and ETL fundamentals to establish a solid analytical base for business intelligence.
Read more...

Oracle Database 19c: Data Warehousing Techniques

 21 Hours
This instructor-led training in South Korea delves into Oracle Database 19c data warehousing techniques, encompassing schema design, ETL optimization, and performance tuning. Participants will acquire practical skills to build efficient, scalable analytics solutions tailored for business intelligence and reporting.
Read more...

Oracle Database 19c: SQL Tuning Workshop

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

Oracle SQL for beginners

 21 Hours
This beginner-friendly Oracle SQL course in South Korea helps you establish a robust foundation in database skills. You will learn to craft queries, manage data, and understand relational structures, making it ideal for those seeking a solid grounding in SQL fundamentals.
Read more...

ORACLE SQL Fundamentals

 14 Hours
This two-day workshop on South Korea provides a foundational understanding of SQL for Oracle and other database platforms. It explores relational concepts, data retrieval, functions, joins, and advanced query techniques through practical exercises, enabling participants to develop core database competencies using sample data and free tools.
Read more...

Related Categories

Oracle
Oracle