Dates

Prices

 

Training brochure

Cover OTRS Training

OTRS Certification Program

Become a certified OTRS Administrator & register for our OTRS Certification Program!

Icon_Certification Program

 


Dates

Trainings in Europe

Date Location Language
OTRS Administrator Training Aug 30 – Sep 02 Milan/ IT IT
OTRS Administrator Training Sep 19 – 22 Hamburg / DE DE
OTRS Administrator Training Oct 10 – 13 Straubing / DE EN
OTRS Administrator Training Nov 14 – 17 Oberursel (near Frankfurt a.M.) / DE DE
OTRS Expert Training Nov 21 – 22 Oberursel (near Frankfurt a.M.) / DE DE
OTRS Expert Training Process Management Nov 23 – 24 Oberursel (near Frankfurt a.M.) / DE DE
OTRS Administrator Training Dec 12 – 15 Oberursel (near Frankfurt a.M.) / DE DE

Register now for your OTRS Training:

Trainings in USA, Latin America, Asia

Date Location Language
OTRS Administrator Training Mar 01 – 03 São Paulo/ BR PT/EN completed
OTRS Administrator Training Mar 07 – 10 Mexico City / MX ES completed
OTRS + OTRS::ITSM Administrator Training Mar 21 – 25 Kuala Lumpur / MY completed
OTRS Administrator Training Apr 04 – 07 Bogotá / CO ES completed
OTRS Administrator Training Apr 18-21 Atlanta / US EN completed
OTRS Administrator Training May 09 – 12 Buenos Aires / AR ES completed
OTRS Administrator Training May 30 – Jun 02 Mexico City / MX ES completed
OTRS Administrator Training Jun 20 – 24 Jakarta / ID ID / EN completed
OTRS Administrator Training Nov 07 – 10 Mexico City / MX ES
OTRS Administrator Training Nov 21 – 25 Manila / PH EN

Register now for your OTRS Training:

 

 

 


Content

OTRS Administrator Training

We offer OTRS Help Desk trainings for Linux/Unix administrators. These four-day sessions give administrators in-depth knowledge on the skills needed to install, configure, customize, and maintain an enterprise class OTRS Help Desk software solution.

Content

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
  • Administrating frontend modules
  • Packaging changes

Day 4 Module 2: OTRS Process Management

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

Prerequisites

  • 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)

OTRS Expert Training

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

Content

  • Manual Migration
  • Access Control Lists
  • Enhancements of LDAP configurations
  • Adjustment of Postmaster Filters
  • Advanced sysconfig, creation of additional dashlets and calendars
  • Webservice configuration and creation and update of tickets via simple Perl Scripts
  • Ticket Automation

Prerequisites

  •  OTRS Help Desk Administrator Training (Unix/Linux)
  • 6 months experience in using OTRS as administrator)

OTRS Expert Training Process Management

The OTRS Expert Training Process Management is the perfect addition to the OTRS Expert Training and is suited to  all administrators who already design simple processes with OTRS in a practiced manner. In this two-day training seminar you will practice specifically to use the interaction of the individual OTRS components with the best benefit. Especially you will get an intensive insight into the operating scenarios of the OTRS Process Management features.

Content

  • Create an example process with loops and branches
  • Dynamic Fields
  • Activity + Activity-Dialog
  • Transition + Transitions-Action
  • Process design
  • Sysconfig settings
  • Import/export of processes
  • and more

Prerequisites

  • OTRS Help Desk Administrator Training (Unix/Linux)
  • 6 months experience in using OTRS as administrator
  • Routine handling of simple processes

OTRS::ITSM Administrator Training

The OTRS::ITSM Administrator training, led by on of 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 ITSM and efficiently use an integrated CMDB. This training module is recommended in conjunction with a platform specific OTRS Help Desk Administrator Training.

Content

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

Prerequisites

  • OTRS Help Desk Administrator Training (Linux/Unix)
  • Good knowledge of web-based software architecture
  • Familiarity with Best Practice Standards IT
  • Infrastructure Library (ITIL)

OTRS::ITSM Change Builder Training

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

Content

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

Prerequisites

  • Proficient in using OTRS::ITSM
  • Familiarity with Best Practice Standards IT Infrastructure Library (ITIL)

OTRS Key User Training

Get your OTRS users up to speed quickly with OTRS Key User Training. We provide service agents a multitude of utilities and automated processes to support them in their daily tasks. This one-day training gives users the foundation needed to understand and use the OTRS Help Desk software.

Content

  • 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 working with email clients (Gmail, Lotus Notes, etc.))


Prices

Contract Customer User without Contract
OTRS Administrator Training Basic: US$ 1,932/1,484 EUR (p.p.)
Professional: US$ 1,104/848 EUR (p.p.)
Enterprise: US$ 0/0 EUR (2 pers.)
US$ 2,760/2,120 EUR (p.p.)
OTRS Expert Training On request On request
OTRS Expert Training
Process Management
On request On request
OTRS::ITSM
Administrator Training
Basic: US$ 483 / 371 EUR (p.p.)
Professional: US$ 276 / 212 EUR (p.p.)
Enterprise: US$ 0 /0 EUR (2 pers.)
US$ 690 / 530 EUR (p.p.)
Change Builder Training On request On request
Key User Training On request On request

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