OTRS ITSM Administrator
& Change Builder Training

Training course for ITSM management.

((OTRS)) Community Edition ITSM ADMINISTRATOR & CHANGE BUILDER TRAINING

Course details


  • LOCATION AND MODALITY The course is online or in a classroom, in your company or an appropriate alternative structure.
  • Lenght 12 hours.
  • MATERIAL REQUESTED Each participant must have their own laptop with a web browser installed (preferably Google Chrome) and ((OTRS)) Community Edition.



 The  course is aimed at those who want to use ((OTRS)) Community Edition not only as a platform for service desk management but also to manage services regarding IT (ITSM). The course contents offer the administrators the necessary knowledge and competence to be able to install, configure, customize and maintain these services and to use an efficient integrated CMDB.
 Of the various points covered particular attention is given to the creation and management of assets (CMDB) and the association between assets and tickets. It will be explained how to create, configure and manage Changes to associate to both tickets and assets which are part of the CMDB.

Be The First

Web architecture

Basic knowledge of software based on web architecture.

Be The First

Unix Systems

Competence in Unix / Linux (z.B. LPIC1).

Be The First

Internet protocols

Practical knowledge of protocols, e.g. SMTP, POP3, HTTP, FTP.

Be The First

SQL

Basic knowledge of SQL.

Be The First

Text editor with Unix interface

Experience in the use of editor (e.g. UltraEdit, VI, VIM).

Be The First

Configuration of web server and email server

Ability to configure a web (Apache2) and email server.

Be The First

Experience as an OTRS administrator
 Company assets improvement.
Company’s change management

Lesson 1 – CMDB


CMDB (asset improvement, asset display)


Connection between ticket and asset

Lesson 2 – Creazione change


Form fill-in


Users/roles selection


Creation and addition of workorders. (Tipes, Work Order Agent)


Actions and conditions

Lesson 3 – Templates


connections between tickets and change


Creation and availment of templates

Classroom


1080

online


972

* The prices refer to the cost of a whole course and are valid for classes of no more than 10 people.

Do you need further information? Contact us