OTRS Trainings

August 16, 2017 | Author: André | Category: Help Desk, It Service Management, Itil, Databases, Linux
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Short Description

OTRS Trainings...


Training Optimize and accelerate your services solutions by learning and mastering OTRS.

Training OTRS offers three training levels: Administrator, ITSM and Expert. Intended for those who are new to OTRS, Help Desk Administrator Training is designed to fully prepare OTRS Help Desk professionals. The benefit is assurance that your system is properly installed and configured, including modules. ITSM Training can be taken independently or in conjunction with Administrator Training, and deepens knowledge with ITSM Specific Functionality along with change management. Finally, we offer Expert Training for all experienced users of OTRS. To meet the requirements of advanced OTRS administrators, we designed the content to be more technical and with more tips on how to customize your instance of OTRS. OTRS Group is the creator and source code owner of OTRS Help Desk, the leading Service Management Platform. We provide global implementation and consulting capabilities, custom solution development services and global support services. OTRS has zero software license fees and is 100% Open Source. It offers a highly flexible solution that allows you to increase the efficiency and quality of your service management. OTRS has over 130,000 installations in 33 languages worldwide.

As experts for efficient Service Management solutions all of our consultants are ITIL-certified and bring substantial experience to your project.

Training A complete course designed to fully train OTRS Help Desk professionals. This three-day training is intended for new OTRS administrators to perform specific OTRS tasks, including: installation, system configuration, user and authorization management, and customization. Administrators will receive in-depth training on the OTRS core system and will perform a complete OTRS installation and configuration on most UNIX/Linux and MS Windows platforms, including individual administration of frontend modules. Trainings also provide basic tools for designing queue structures and authorization concepts. The connection to mail systems and directory services is also implemented during practice. Additional areas covered include adjusting corporate design, packaging changes, and looking at the central configuration file ’Config.pm’, ticket ACLs, and workflow automation.



•6  months experience in using OTRS as an Administrator

• Enhancement of your configuration processes

•O  TRS Help Desk Administrator Training (Unix/Linux or Windows)

• Concise knowledge transfer from more than 1,000 implementation projects

• Adjustment of your advanced system configurations

Training Help Desk Administrator Training Schedule Day One 9:00am - 9:15am


9:15am - 9:30am

Definition of Personal Workshop Objectives

9:30am - 9:45am

OTRS Wording

9:45am - 12:00pm

OTRS Agent and Customer Interface: Frontend makeup, Creating tickets, Working with predefined answers and FAQs involving other agents, Ticket life-cycle, and more

12:00pm - 1:00pm

Lunch Break

1:00pm - 2:30pm

Building Queue Structures

2:30pm - 4:30pm

Authorization Concepts: Groups, Roles, Permissions(create, move into, etc.)

4:30pm - 5:00pm

Round Table - Q & A

Day Two 9:00am - 9:15am 9:15am -10:30pm 10:30pm - 12:00pm 12:00pm - 1:00pm

Round Table - Q & A Installation of OTRS: Installation of required software, Installation of OTRS OTRS Administration Frontend Walkthrough: Queue Administration, Implementing the OTRS permission concept, Response templates and automated responses, and more Lunch Break

1:00pm - 4:30pm

Configure OTRS using the SysConfig Interface: Definition and using of Service Level calendars, Using dynamic fields, Connecting a SMTP server, Best practice features, and more

4:30pm - 5:00pm

Round Table - Q & A

Day Three 9:00am - 9:15am 9:15am -12:00pm 12:00pm - 1:00pm

Round Table - Q & A OTRS Filesystem Hierarchy: The OTRS directory guide -where to find what, Scripts and tools Lunch Break

1:00pm - 4:30pm

File based Configuration using the Config.pm Interface: How to connect different databases, Using directory services as customer database, Using SQL databases as customer database, Using directory services for authentification of customers and agents, Using Ticket ACLs

4:30pm - 5:00pm

Round Table - Q & A


ITSM Training extends Administrator Training and adds specific ITSM and change management skills. The OTRS::ITSM Administrator training, led by an ITIL-certified consultant, allows administrators to quickly become experts and utilize their skills to enable enterpriseclass management of complex IT infrastructures. This one day session gives administrators in-depth knowledge on the skills needed to install, configure, customize, and maintain ITSM and efficiently use an integrated CMDB. This training module is recommended in conjunction with a platform specific OTRS Administrator Training.

Training Content

Recommended prerequisites

• ITSM administrator frontend

• Good knowledge of web-based software architecture

•A  dditional use and administration of ITSM-specific functionality •S  ervice Asset & Configuration Management (CMDB) •C  hange Management •N  otification Management

• OTRS Administrator Training (Windows or Linux/Unix)

• Familiarity with Best Practice Standards IT Infrastructure Library (ITIL)

Training ITSM Training Schedule Day One (or Day 4 if taken with Administrator Training) 9:00am - 9:15am 9:15am - 10:00am 10:00am - 12:00pm 12:00pm - 1:00pm

Round Table-Q&A Overview of ITSM Specific Funcionalities: Linking of objects, Ticket types, Services and SLAs, Service view CI database Admin Frontend: Installing required OTRS::ITSM modules, General catalog of existing and new classes, Transformation of predefined service catalog and assigned SLAs, Impact Criticality and priority matrix Lunch Break

1:00pm - 4:30pm

Creation of CI Classes: Definition of different data types (e.g. Select boxes, Text area, Input fields, User information, Data fields, Iterger fields, Creating an example class)

4:30pm - 5:00pm

Round Table - Q & A

Training Gain additional, extensive expert knowledge based on the OTRS Administrator Training. This two-day training session builds on the content of the OTRS Administrator Training and teaches additional know-how. The participant should have at least 6 months of experience with OTRS administration. Topics covered include migration from a previous version, complex ACLs in editor and config, LDAP config, like syncing of LDAP Groups to OTRS Roles, enhanced postmaster filters, tweaking Sysconfig via additional XML Code (e.g. creating your own dashboard modules), SOAP based web services for creation of tickets via Perl scripts, and ticket automation with event based Generic Agent, like triggering processes or notifications.



• Proficiency in Unix / Linux (i.e. LPIC1)

• Quick roll-out of business process requirements

• Good understanding of web-based software architectures • Familiarity with standard web protocols (e.g. SMTP, POP3, HTTP, FTP) • Basic knowledge of SQL • Practical experience with directory services like MS Active Directory, OpenLDAP, Novell eDirectory, etc. • Experience in using editors (e. g. UltraEdit, VI, VIM) • Ability to configure web (Apache2) and mail servers

• Fast go-live for OTRS and Administrators

• Draw on our experience from more than 1,000 implementation projects • Booked as an in-house training, contents can be tailored to your individual needs

Training Expert Training Schedule Day One 9:00am - 9:30am 9:30am - 10:30am 10:30am - 12:00pm 12:00pm - 1:00pm

Topic Introduction Short Wrapup of OTRS Migration: Installation of OTRS 3.0, Filling System with data, Migration to OTRS 3.3 Lunch Break

1:00pm - 3:15pm

ACLs: Mapping of a process

3:15pm - 3:30pm

Coffee Break

3:30pm - 4:30pm

Creating your own Postmaster Filters in Config

4:30pm - 5:30pm

Round Table - Q & A

Day Two 9:00am - 9:30am 9:30am -11:30am 11:30am - 12:00pm 12:00pm - 1:00pm

Topic Round Table - Q & A LDAP Config and LDAP Sync SOAP-based Webservices Lunch Break

1:00pm - 1:30pm

SOAP-based Webservices

1:30pm - 2:30pm

Advanced Sysconfig, Creating Additional Dashlets

2:30pm - 2:45pm

Coffee Break

2:45pm -4:30pm 4:30pm - 5:00pm

Automation of Tickets Round Table - Q & A


Contact us

Email: [email protected] Website: www.otrs.com North America

OTRS Inc. 19925 Stevens Creek Blvd. Cupertino, CA 95014-2358 USA T: +1 408 549 1717 F: +1 408 512 1748 Europe

OTRS AG Norsk-Data-Straße 1 61352 Bad Homburg Germany T: +49 6172 681988 0 F: +49 6172 18076 90 OTRS AG Bahnhofplatz 1a 94315 Straubing Germany OTRS B.V. Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200255 F: +31 71 8200254

Latin America

OTRS S.A. de C.V. Av. Insurgentes Sur 863, Piso 7 Col. Nápoles 03810 Mexico City Mexico T: +52 5511 6896 64 OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco Mexico Asia Pacific

OTRS Sdn. Bhd. A-32 Menara NU, 203 Jalan Tun Sambanthan, 50470 Kuala Lumpur, Malaysia T: +603 2035 5578 F: +603 2035 5568 OTRS Ltd. Rm 406, 4/F Boss Commercial Centre 28 Ferry Street, Jordon Kowloon Hong Kong T: +852 3690 1503

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