Academy

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Stay successful with
OTRS Training.

Our training programs keep you up-to-date so you can continue to use your OTRS System as efficiently as possible.

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Take a look at
OTRS Training Options

There are options to fit every need. Select from intro courses or intensive training programs.

OTRS Administrator Training

The OTRS Administrator Training is designed for our OTRS Customers who want a 3-day intensive training on OTRS Solution Desk. It provides important knowledge about the configuration, adaptation and maintenance of your OTRS Solution. This training seminar is especially for our OTRS Customers.

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Day 1-2, Module 1: OTRS Solution Desk and Administration

  • OTRS Agent and external frontend: frontend makeup, creating tickets, working with predefined answers and FAQs involving other agents, ticket life cycle, and more
  • Building queue structures
  • Authorization concepts: groups, roles, permissions
  • OTRS Administration frontend walkthrough: queue administration, implementing the OTRS Permission Concept, response templates and automated responses and automation
  • Configuration of OTRS using the system configuration: defining and using of service level calendars, using dynamic fields, best practice features, and more
  • Q&A

 

Day 3, Module 2: OTRS Process Management

  • Explanation of wording and elements of the process management module: process, activity, activity types, user task activity dialog, sequence flows, sequence flow actions
  • Creation of a process example: explanation of the process, setting up required attributes and definitions
  • Creation of a process example: mapping of a process
  • Configuration of the process management module: import/export of processes, system configuration (process management), best practices

 

Prerequisites

  • Basic knowledge of web-based software architecture
  • Proficiency in Unix/Linux (e.g. LPIC1)
  • Practical knowledge of protocols, e.g SMTP, POP3, HTTP, FTP
  • Basic knowledge of SQL
  • Practical knowledge of functions and the structure of directory services
  • Experience in using editors (e.g. UltraEdit, VI, VIM)
  • Ability to configure web (Apache2) and mail servers

OTRS Expert Training for Process Management

The OTRS Expert Training for Process Management is designed for administrators who already have a good basic knowledge of OTRS and who want to gain more extensive know-how and who already design simple processes with OTRS. This three-day training seminar gives insights into specific configuration possibilities and advanced administration options. Participants will also be trained on how to make individual OTRS components interact to achieve the greatest possible benefit.

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  • Overview of terminology and OTRS Process Management Features: process,
    activity, activity types, user task activity dialog, sequence flows, sequence flow actions
  • Definition of complex processes
  • Creation of an example process and setup of a complex process
  • System configuration settings for process management
  • Creation of process-based dashboards
  • and more

Prerequisites

  • OTRS Administrator Training (Unix/Linux)
  • Basic knowledge of web-based software architecture
  • Proficiency in Unix/Linux (e.g. LPIC1)
  • Practical knowledge of protocols, e.g. SMTP, POP3, HTTP, FTP
  • Basic knowledge of SQL
  • Practical knowledge of functions and the structure of directory services
  • Experience in using editors (e.g. UltraEdit, VI, VIM)
  • Ability to configure web (Apache2) and mail servers
  • 6 months experience using OTRS as an administrator
  • Routine handling of simple processes

OTRS::ITSM Administrator Training

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

The training is exclusively in-house for OTRS customers.

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  • Additional use and administration of OTRS::ITSM-specific functionality
  • OTRS::ITSM administrator frontend
  • Service asset & configuration management (CMDB)
  • Notification management

Prerequisites

  • OTRS Administrator Training
  • Basic knowledge of web-based software architecture
  • Proficiency in Unix/Linux (e.g. LPIC1)
  • Practical knowledge of protocols, e.g. SMTP, POP3, HTTP, FTP
  • Basic knowledge of SQL
  • Practical knowledge of functions and the structure of directory services
  • Experience in using editors (e.g. UltraEdit, VI, VIM)
  • Ability to configure web (Apache2) and mail servers
  • Good knowledge of web-based software architecture
  • Familiarity with Best Practice Standards IT Infrastructure Library (ITIL®)

Please note, this training is only offered to OTRS customers and is exclusively in-house.

Train the Trainer

Get your OTRS Users up to speed quickly with OTRS Train the Trainer Training. OTRS provides your service team members with a comprehensive range of useful tools and automated processes to help them in their daily work. The one-day intensive training will enable your users to efficiently apply OTRS to their areas of responsibility.

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  • Basics of using OTRS (queues, agents, customers, tickets, articles, owner/responsible, status, lock, priority, escalations, ticket types, services, SLAs)
  • Introduction to agent and customer frontend, using various ticket interfaces
  • Typical life cycle of a ticket
  • Using templates and automated text modules
  • Deploying text modules and data
  • Working with queues and workflows
  • Using the knowledge database

Prerequisites

  • Proficiency in using a web browser
  • Experience in working with email clients (e.g. MS Outlook, Lotus Notes)

Please note, this training is only offered to OTRS customers

Trainings Schedule
2019 and 2020

Training
Date
Location
Language
Status

TrainingOTRS Administrator Training

DateDec 03 - 05
LocationStraubing | Germany
LanguageDE