OTRS Trainings. Optimize your services. OTRS Trainings.

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1 OTRS Trainings Optimize your services. OTRS Trainings.

2 We provide you with the know-how you need for the professional use of OTRS, no matter if you have the OTRS Business Solution or if you use OTRS Free! Benefits Draw on our experience from more than 1,000 implementation projects Practice-oriented training according Best Practice experience Contents can be tailored to your individual needs when you book an in-housetraining Our Trainings are based on the OTRS Business Solution. Have a look in our trainings calender to find a public training: You can book OTRS Trainings also as in-house training. They are an existential part of every OTRS implementation project. OTRS Trainings OTRS Administrator Training 3 OTRS Experten Training 6 OTRS::ITSM Administrator Training 7 OTRS Change Builder Training 10 OTRS Key User Training 12 OTRS Certification Program As from now we offer the possibility to become a certified OTRS Admin. More information: Be an Expert. Think OTRS! As experts for efficient Service Management solutions, all of our consultants are ITIL-certified and bring substantial experience to your project. 2

3 OTRS Administrator Training A complete course designed to fully train OTRS professionals Learn all basics to install, configure and operate OTRS smoothly. The OTRS Administrator Training has two modules. The first module comprises three days and is intended for 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 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. Focus of the second module is process management in OTRS. Along with an introduction to the wording and elements of the process management module, the one-day training also conveys the creation of a process and its prerequisites by means of a practical example. As administrator you learn the additional configuration options of the module as well as how to import and export already created processes. Prerequisites Basic knowledge of web based software architecture Proficiency in Unix / Linux (z.b. LPIC1) Practical knowledge of protocols e.g SMTP, POP3, HTTP, FTP Basic knowledge of SQL Practical knowledge about functions and structure of directory services Experience in using editors (e. g. UltraEdit, VI, VIM) Ability to configure web (Apache2) and mail servers Benefits Fast go-live for OTRS and Administrators Quick roll-out of business process requirements 3

4 Agenda OTRS Administrator Training Day 1: Administration 9:00-9:15 Welcome, Introduction of the Participants, Agenda 9:15-9:30 Definition of Personal Workshop Objectives 9:30-9:45 OTRS Wording 9:45-12:00 OTRS Agent and Customer Interface: Frontend makeup, Creating tickets, Working with predefined answers and FAQs involving other agents, Ticket life-cycle, and more 12:00-13:00 Lunch Break 13:00-14:30 Building Queue Structures 14:30-16:30 Authorization Concepts: Groups, Roles, Permissions (create, move into, etc.) 16:30-17:00 Round Table - Q & A Day 2: Administration 9:00-9:15 Round Table - Q & A 9:15-10:30 Installation of OTRS: Installation of required software, Installation of OTRS 10:30-12:00 OTRS Administration Frontend Walkthrough: Queue Administration, Implementing the OTRS permission concept, Response templates and automated responses, and Automation 12:00-13:00 Lunch Break 13:00-16:30 Configure OTRS using the SysConfig Interface: Definition and using of Service Level calendars, Using dynamic fields, Best practice features, and more 16:30-17:00 Round Table - Q & A Day 3: Administration 9:00-9:15 Round Table - Q & A 9:15-12:00 OTRS Filesystem Hierarchy: The OTRS directory guide -where to find what, Scripts and tools 12:00-13:00 Lunch Break 13:00-16:30 File based Configuration using the Config.pm Interface: How to connect different databases 16:30-17:00 Round Table - Q & A 4

5 Day 4: Process Management 9:00-9:30 Introduction 9:30-10:30 Explanation of Wording and Elements of the Process Management Module: Process, Activity, Activity dialogue, Transition, Transition action 10:30-12:30 Creation of a Process Example: Explanation of the process, Setting up required attributes and definitions 12:30-13:30 Lunch Break 13:30-15:30 Creation of a Process Example: Mapping of a process 15:30-16:30 Configuration of the Process Management Module: Import/export of processes, Sysconfig (Process Management), Best practices 16:30-17:00 Round Table Q & A Prices Discounted Price for OTRS Business Solution Customers BASIC PROFESSIONAL ENTERPRISE Regular Price Total price USD 1,932 EUR 1,484 USD 1,104 EUR 848 USD 0 1 USD 2,760 EUR 0 1 EUR 2,120 Module 1: Administration USD 1,449 EUR 1,113 USD 828 EUR 636 USD 0 1 USD 2,070 EUR 0 1 EUR 1,590 Module 2: Process Management USD 483 EUR 371 USD 276 EUR 212 USD 0 1 USD 690 EUR 0 1 EUR 530 Hint: All named prices are quoted per person and plus value-added tax. 1 2 vouchers for a Public OTRS Training for 2 persons per contract period. Dates Find current dates here: 5

6 OTRS Expert Training Gain additional, extensive expert knowledge We offer this 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 handle the customization of your OTRS. 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. Prerequisites OTRS Administrator Training 6 months experience in using OTRS as an Administrator Benefits Enhancement of your configuration processes Adjustment of your advanced system configurations 6

7 Agenda OTRS Expert Training Day 1 9:00-9:30 Welcome, Introduction of the Participants, Agenda 9:30-10:30 Short Wrapup of OTRS 10:30-12:00 Migration: Installation of OTRS 3.x, Filling System with data, Migration to OTRS 6 12:00-13:00 Lunch Break 13:00-15:15 ACLs: Mapping of a process 15:15-15:30 Coffee Break 15:30-16:30 Creating your own Postmaster Filters in Config 16:30-17:00 Round Table - Q & A Day 2 9:00-9:30 Round Table - Q & A 9:30-11:30 LDAP Config and LDAP Sync 11:30-12:00 SOAP-based Webservices 12:00-13:00 Lunch Break 13:00-13:30 SOAP-based Webservices 13:30-14:30 Advanced Sysconfig, Creating Additional Dashlets 14:30-14:45 Coffee Break 14:45-16:30 Automation of Tickets 16:30-17:00 Round Table - Q & A Prices on request Dates Find current dates here: 7

8 OTRS::ITSM Administrator Training 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. With the OTRS::ITSM Feature you have the ability to define, assign, identify, analyze, and report CIs cross-process, creating efficiency and saving money. 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. As an OTRS::ITSM Administrator you will become familiar with powerful new configuration options to help optimize support of your IT Service Organization and map your business requirements in OTRS::ITSM. Prerequisites OTRS Administrator Training Good knowledge of web-based software architecture Familiarity with Best Practice Standards IT Infrastructure Library (ITIL) Benefits Quick roll-out of business process requirements Comprehensive knowledge about the configuration management of OTRS 8

9 Agenda OTRS::ITSM Administrator Training Day 1 9:00-9:30 Welcome, Introduction of the Participants, Agenda 9:30-10:30 Overview of ITSM Specific Funcionalities: Linking of objects, Ticket types, Services and SLAs, Service view CI database 10:30-12:30 OTRS::ITSM Administrator 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 12:30-13:30 Lunch Break 13:30-16:30 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) 16:30-17:00 Round Table - Q & A Prices Discounted Price for OTRS Business Solution Customers BASIC PROFESSIONAL ENTERPRISE Total price USD 1,600 EUR USD 1,440 EUR USD 1,280 EUR Hint: All named prices are quoted per person and plus value-added tax. Dates on request 9

10 OTRS Change Builder Training Become a professional for OTRS Change Management The OTRS::ITSM Feature supports Change Builders, involved agents, and Change Managers in efficiently creating, managing, and supervising upcoming process, service, and infrastructure changes. The ITSM Feature provides a set of powerful tools to configure changes, work orders, their functional and chronological relations, and auto-executed actions based on achieved states. This includes the classic change as well as preapproved standard changes and emergency changes which require quick approval and special attention to an Emergency Advisory Board (EAB). This two-day training is targeted towards Change Builders who will ultimately spread their knowledge throughout their organization. The participants will get hands-on experience in using the the Change Management module to build various changes. They will learn about change workflows, terminology, change views, and handling the state machine to define relations and actions. Prerequisites Proficiency in using the ITSM Feature of OTRS highly recommended Familiarity with the Best Practice Standards IT Infrastructure Library (ITIL) Benefits Fast go-live to build and manage changes Reduced risks and incidents resulting from changes Gain control of your change management process 10

11 Agenda OTRS Change Builder Training Day 1 9:00-9:15 Welcome, Introduction of the Participants, Agenda 9:15-9:30 OTRS::ITSM Change Management Terminology 9:30-10:30 Designing a Simple Change: How to provide a new employee with a standard workstation Defining the basic information for the change (Requester, Approver, etc.), Defining the different tasks / work orders needed to accomplish the change 10:30-11:00 Implementing Changes & Work Orders in OTRS::ITSM 11:00-11:45 Designing Dependencies of the work Orders 11:45-12:15 Implementing Conditions in OTRS::ITSM: Presentation of attributes that can be used when defining conditions, how to define the order in which conditions will be processed, Introduction in Best Practice of how to implement conditions 12:15-13:15 Lunch Break 13:15-16:15 Designing a Complex Change: Replacement of a central mail server Defining the basic information for the change (Requester, Approver, etc.), Defining the different tasks / work orders needed to accomplish the change, Defining dependencies of the work orders, Defining affected CIs & Services 16:15-16:45 Implementation of Complex Changes in OTRS::ITSM 16:45-17:00 Round Table - Q & A Day 2 9:00-9:15 Round Table - Q & A 9:15-12:45 Processing the Complex Change with the Team: How am I notified of my tasks / work orders, how is the workflow processed by the system, how is the change manager keeping track of the change 12:45-13:45 Lunch Break 13:45-14:45 Introduction to Available Predefined Reports 14:45-15:15 How to Implement Custom Reports & Searches 15:15-16:45 Designing, Implementing, and Processing an Emergency Change 16:45-17:00 Round Table - Q & A Prices & dates on request 11

12 OTRS Key User Training Direct transfer of know-how for Key User OTRS enables service and support teams to handle requests efficiently and transparently. We provide service agents a multitude of utilities and automated processes to support them in their daily work. OTRS offers intelligent notification and escalation functions, automated text modules, reminder functions, and a full knowledge database for procedural documentation. Training participants will learn the basics of working with OTRS and receive hands-on experience with the OTRS agent frontend and workflow to understand the lifecycle of a ticket. This one-day training is targeted towards key users who will ultimately spread their new knowledge throughout the organization. Prerequisites Proficiency in using a web browser Experience in working with clients (e.g. MS Outlook, Gmail, Lotus Notes) Benefits Resource and time-saving knowledge transfer via multipliers Short training cycle Fast go-live for your Service Management Team 12

13 Agenda OTRS Key User Training Day 1 9:00-9:30 Welcome, Introduction of the Participants, Agenda 9:30-10:00 Basics: Adjusting of OTRS terminology to fit your organization: Queues, Agents and Customers, Tickets and Articles, Owner and Responsible, Status, Lock, Priority, Escalations, Ticket Types, Services, and SLA 10:00-12:30 Introduction to the Agent and Customer Frontend of OTRS: The typical life cycle of a ticket, Application of the interfaces of a telephone ticket, an , ticket, SMS, fax and webform to create a ticket, Escalation, reminder, and notification functions, Classifications of incidents and changing the status of a ticket and its priority, Labor efficiency with templates and (automated) text modules, Deployment of text modules and data, Tracking of incidents and business transactions, Working with queues and workflows, Efficient use of the knowledge database 12:30-13:30 Lunch Break 13:30-16:30 OTRS in Practice: The acquired knowledge will be applied to practical examples. In order to visualize the possible workflows and the life cycle of a ticket, the participants will receive hands-on training. 16:30-17:00 Round Table - Q & A Prices & dates on request 13

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