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
• Realization of customizations

Day 4 Module 2: OTRS Process Management

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

Day 5 Module 3: OTRS ITSM

• Usage of additional and OTRS ITSM related functionality
• Overview of OTRS ITSM Administrator Frontend (General Catalog, transformation of predefined service catalog and assigned SLA's, Creation of CI classes)
• Service Asset & Configuration Management (CMDB)

• Basic knowledge of web based software architecture
• Practical knowledge about functions and structure of directory services
• Practical knowledge of protocols e.g SMTP, POP3, HTTP, FTP
• Basic knowledge of SQL
• Good knowledge of Best Practice Standards of the IT Infrastructure Library (ITIL)

  Language: English