Academy

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Stay successful with
OTRS Training.

Our training and certification 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

Take OTRS Administrator Training for Linux platforms directly from the OTRS Manufacturer. This 4-day intensive training on OTRS Help Desk provides important knowledge about the installation, configuration, adaptation and maintenance of your OTRS Solution.

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Day 1-3, Module 1: OTRS Help Desk

  • Installation, backup and restore of OTRS
  • System configuration
  • User administration and authority management
  • Design of queue and authority structures to map a service organization
  • Administration of frontend features
  • Implementation of adjustments

Day 4, Module 2: OTRS Process Management

  • Wording and elements
  • Creation of process example
  • Import/Export
  • System configuration (Process Management)

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

The OTRS Expert Training is designed for administrators who already have a good basic knowledge of OTRS and who want to gain more extensive know-how. This two-day training seminar gives insights into specific configuration possibilities and advanced administration options.

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  • Manual migration
  • Access control lists
  • Enhancements of LDAP configurations
  • Adjustment of postmaster filters
  • Advanced system configuration, creation of additional dashlets and calendars
  • Webservice configuration
  • Creation and updating of tickets via simple Perl Scripts
  • Ticket automation

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
  • 6 months experience using OTRS as an administrator

OTRS Expert Training Process Management

The OTRS Expert Training Process Management is the perfect complement to OTRS Expert Training and is well-suited for administrators who already design simple processes with OTRS. Participants will be trained on how to make individual OTRS components interact to achieve the greatest possible benefit. In this two-day training seminar, you will gain intensive insight into the operating scenarios of the OTRS Process Management Features.

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  • Create an example process with loops and branches
  • Dynamic fields
  • Activity + Activity-Dialog
  • Transition + Transitions-Action
  • Process design
  • System configuration settings
  • Import/export of processes
  • 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.

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

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 that this training is only offered to customers.

OTRS Change Builder Training

The OTRS::ITSM Change Builder training is led by one of our ITIL®-certified consultants and is designed to enable efficiency in creating, managing and supervising upcoming process, service and infrastructure changes. This two-day training is targeted towards change builders and change managers who will ultimately share their knowledge throughout their organizations.

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  • Designing and implementing simple and complex changes
  • Designing work orders and dependencies
  • Processing complex changes
  • Implementing custom reports and searches

Prerequisites

  • Proficiency in using the OTRS::ITSM Feature
  • Familiarity with the Best Practice Standards IT Infrastructure Library (ITIL®)

Please note that this training is only offered to customers.

OTRS Developer Training (Frontend)

This two-day training on OTRS Surface Design is aimed at frontend developers/web designers. It conveys important knowledge that allows them to customize OTRS Interfaces by creating skins (CSS) and themes (HTML) by hand.

Hint: the training is only available in german language at present.

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  • Overview of CSS, HTML and JavaScript structures in OTRS
  • Creating CSS skins for agent and customer areas (skinning)
  • Customizing OTRS HTML templates (theming)
  • Presentation of useful tools to help with the development of OTRS (Fotrsred, OTRSCodePolicy, Firebug, chrome developer tools, etc.)
  • Versioned packaging of adaptation

Prerequisites

  • Basic knowledge of CSS and HTML

OTRS Key User Training

Get your OTRS Users up to speed quickly with OTRS Key User 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 that this training is only offered to customers

Training Schedule

Training Schedules 2018
Training
Date
Location
Language
Status

TrainingOTRS Administrator Training

DateAug. 16. - 18.
LocationShenzhen | China
LanguageCN
Status Sign Up

TrainingOTRS Bootcamp

DateAug. 27. - 31.
LocationStraubing | Germany
LanguageDE
Status Sign Up

TrainingOTRS Administrator Training

DateSep. 03. - 06.
LocationBuenos Aires | Argentina
LanguageES
Status Sign Up

TrainingOTRS Administrator Training

DateSep. 11. - 14.
LocationSão Paulo | Brazil
LanguagePT
Status Sign Up

TrainingOTRS Administrator Training

DateSep. 13. - 15.
LocationShanghai | China
LanguageCN
Status Sign Up

TrainingOTRS Administrator Training

DateSep. 17. - 20.
LocationWashington D.C. | USA
LanguageEN
Status Sign Up

TrainingOTRS Administrator Training

DateSep. 17. - 20.
LocationBudapest | Hungary
LanguageEN
Status Sign Up

TrainingOTRS Administrator Training

DateSep. 18. - 21.
LocationFortaleza | Brazil
LanguagePT
Status Sign Up

TrainingOTRS Administrator Training

DateOct. 18. - 20.
LocationBeijing | China
LanguageCN
Status Sign Up

TrainingOTRS Administrator Training

DateOct. 22. - 25.
LocationOberursel | Germany
LanguageEN
Status Sign Up

TrainingOTRS Expert Training

DateNov. 05. - 06.
LocationOberursel | Germany
LanguageEN
Status Sign Up

TrainingOTRS Administrator Training

DateNov. 06. - 09.
LocationCuritiba | Brazil
LanguagePT
Status Sign Up

TrainingOTRS Expert Training Process Management

DateNov. 07. - 08.
LocationOberursel | Germany
LanguageEN
Status Sign Up

TrainingNEW: OTRS Developer Training (Frontend)

DateNov. 12. - 13.
LocationOberursel | Germany
LanguageDE
Status Sign Up

TrainingOTRS Administrator Training

DateNov. 15. - 17.
LocationShenzhen | China
LanguageCN
Status Sign Up

TrainingOTRS Administrator Training

DateDec. 03. - 06.
LocationStraubing | Germany
LanguageDE
Status Sign Up

TrainingOTRS Administrator Training

DateDec. 13. - 15.
LocationShanghai | China
LanguageCN
Status Sign Up

OTRS Certification
Program

Think OTRS. Be an Expert! Take advantage of our certification program
and become an OTRS Native (Speaker). The OTRS Academy offers you the
chance to become a certified OTRS Admin. Strengthen your knowledge now.

Use our administrator training to
become OTRS Certified today.

OTRS Certification Program

FAQs

Why should I participate in the certification?

  • Our certificate supports your perception as an expert.
  • It increases your reputation as a specialist.
  • The certificate is a benefit for your references.
  • It assures a standardized level of knowledge within the team.

How much does the certification cost?

The certification costs $325.

How long does the exam take?

The exam lasts 90 minutes.

In which languages can I take the exam?

We offer the certification exam in German and English.

How can I prepare myself for the exam?

Ideally, you should attend OTRS Administrator Training. We also recommend that you have at least 6 months experience as an OTRS Administrator.

What is the registration deadline?

Deadline for registration is one week prior to examination date.

How do I find out about my results?

We inform you about the result of the test by email. Upon successful completion, you will receive your certificate a few days later by mail.

Can I repeat the test if I don't pass?

Yes, you can retake the examination at any time and without any waiting period.

What will the examination look like?

Our exam consists of multiple choice questions. With the multiple-choice questions, single and multiple answers are possible. The questions will be offered through an online platform. Depending on the difficulty level, you receive between one and three points per question.

The following categories are part of the exam:

  • OTRS Terminology & Usage
  • OTRS Installation
  • Authorization Concepts
  • Administration Tasks
  • Implementing Business Logics (PostmasterFilters, Generic Agents, event-based Notifications, ACLs)
  • Filesystem/Shell
  • Configuration (Config.pm and system configuration)
  • OTRS Process Management

How long is the certificate valid?

The certificate is always issued on the current OTRS release and will therefore not lose its validity.