OTRS ITSM Administrator
& Change Builder Training
Training course for ITSM management.
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.
Web architecture
Basic knowledge of software based on web architecture.
Unix Systems
Competence in Unix / Linux (z.B. LPIC1).
Internet protocols
Practical knowledge of protocols, e.g. SMTP, POP3, HTTP, FTP.
SQL
Basic knowledge of SQL.
Text editor with Unix interface
Experience in the use of editor (e.g. UltraEdit, VI, VIM).
Configuration of web server and email server
Ability to configure a web (Apache2) and email server.
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.