OTRS-

otrs AG

User and administrator acceptance are critical for a successful system introduction. The training of these target groups should hence be an integrative element of your project's change management.

To prepare your staff for working with OTRS, we offer individual inhouse training courses alongside the project that are tailored specifically to your (key) users', administrators' or developers' needs. Intuitive functionalities and professional information design further contribute to the minimal impact on your project budget and keep the absence times of your staff low.

As your process officers and users handle OTRS from an early stage on, change requests and optimization potentials can be identified before or during the test stage and can be realized directly in the system, e.g. during an administrator training course.

We are happy to assist you with the compilation of an operating manual to be provided to your service staff as a reference at their work place or in your organization's intranet.

On the basis of your individual system configuration, ITIL certified consultants with long practical experience impart the skills necessary for working with OTRS to your staff and underpin the training sessions with a multitude of application examples from their practice of working with OTRS.

• Gain independence and save external consulting costs as your staff performs configuration changes
• Increase acceptance and facilitate your staff a quick start into productivity
• Realize efficiency benefits thanks to a presentation of advantages and support possibilities for day-to-day work
• Benefit from trainings based on your individual configuration
• Individual seminar materials and documentation can be compiled on request

In large service organizations, key or power users are important multipliers. Their acceptance is often critical for a successful system introduction as they carry their knowledge about the possibilities and benefits of OTRS further into the organization.

Depending on your staff?s stand of knowledge we will first of all introduce them to the basic principles of using the help desk solution OTRS or the ITIL compliant IT service management solution OTRS::ITSM based on the former:

• Introduction to the customer and agent web front-end
• Detailed presentation and practical processing of the complete ticket life cycle
• Presentation of the possibilities for individual classification, typing and prioritization of tickets
• Illustration of the escalation and notification mechanisms on the base of your individual service level agreements and configurations
• Presentation of the support potential for the tracking and management of transactions
• Introduction to the integrated knowledge base
• Efficient working with predefined reply templates

Service management solutions based on OTRS provide you with a powerful instrument for managing your complete service organization. A compact intensive training course alongside the project enables your system administrators to adapt your running system efficiently to your requirements.

• Illustration of the administrator web frontend
• Introduction to queue administration
• Presentation of the integrated role and group-based permission concept
• Creation of auto replies and reply templates
• Management of ticket state
• Use of the generic agent and definition of CronJobs
• Basic introduction to the structure of the system configuration (SysConfig)
• Configuration of systemwide events and rules
• Escalation mechanisms and notification functions
• Activation and locking of functions in the module registration
• Advantages of the package manager
• Integration of OTRS into your established backup concept
• Reproduction of your corporate design in the OTRS customer frontend