Public OTRS Trainings – Trainings Calendar 2013/2014

On request.

Date Training Location More information/Registration
May 12-15, 2014 OTRS Help Desk Administrator Training
(3 days OTRS Help Desk + 1 day OTRS Process Management)Language: DE
Straubing, Germany Registration: sales@otrs.com
Total price for
Service Contract Customer:
934 EUR (p.p.)
Regular total price:
2.120 EUR (p.p.)
May 12-16, 2014

Fully booked !!

OTRS Administrator Training
(3 days OTRS Help Desk, 1 day Process Management and 1 day OTRS::ITSM)Language: EN
Chicago (IL), USA Registration: sales@otrs.com
Total price for
Service Contract Customer:
US$1,725 (p.p.)
Regular total price:
US$3,450 (p.p.)
Jun 23-26, 2014 OTRS Help Desk Administrator Training
(3 days OTRS Help Desk + 1 day Process Management)Language: DE
Hamburg, Germany Registration: sales@otrs.com
Total price for
Service Contract Customer:
934 EUR (p.p.)
Regular total price:
2.120 EUR (p.p.)
Jun 23-27, 2014 OTRS Administrator Training
(3 days OTRS Help Desk, 1 day Process Management and 1 day OTRS::ITSM)Language: EN
Saigon (Ho Chi Minh), Vietnam Registration: sales@otrs.com
Total price for
Service Contract Customer:
1.159 EUR (p.p.)
Regular total price:
2.650 EUR (p.p.)
Jul 14-17, 2014 OTRS Administrator Training
(3 days OTRS Help Desk + 1 day Process Management)Language: EN
Straubing, Germany Registration: sales@otrs.com
Total price for
Service Contract Customer:
934 EUR (p.p.)
Regular total price:
2.120 EUR (p.p.)
Aug 25-28, 2014 OTRS Administrator Training
(3 days OTRS Help Desk + 1 day Process Management)Language: ES
Straubing, Germany Registration: sales@otrs.com
Total price for
Service Contract Customer:
934 EUR (p.p.)
Regular total price:
2.120 EUR (p.p.)
Sep 15-18, 2014 OTRS Administrator Training
(3 days OTRS Help Desk + 1 day Process Management)Language: DE
Straubing, Germany Registration: sales@otrs.com
Total price for
Service Contract Customer:
934 EUR (p.p.)
Regular total price:
2.120 EUR (p.p.)
Sep 15-19, 2014 OTRS Administrator Training
(3 days OTRS Help Desk, 1 day Process Management and 1 day OTRS::ITSM)Language: EN
Vancouver (BC), Canada Registration: sales@otrs.com
Total price for
Service Contract Customer:
US$1,725 (p.p.)
Regular total price:
US$3,450 (p.p.)
Sep 23-24, 2014 OTRS Expert TrainingLanguage: DE Straubing, Germany Registration: sales@otrs.com
Total price for
Service Contract Customer:
On request
Regular total price:
On request
Oct 20-23, 2014 OTRS Administrator Training
(3 days OTRS Help Desk + 1 day Process Management)Language: DE
Straubing, Germany Registration: sales@otrs.com
Total price for
Service Contract Customer:
934 EUR (p.p.)
Regular total price:
2.120 EUR (p.p.)
Nov 17-20, 2014 OTRS Administrator Training
(3 days OTRS Help Desk + 1 day Process Management)Language: EN
Straubing, Germany Registration: sales@otrs.com
Total price for
Service Contract Customer:
934 EUR (p.p.)
Regular total price:
2.120 EUR (p.p.)
Dec 01-04, 2014 OTRS Administrator Training
(3 days OTRS Help Desk + 1 day Process Management)Language: DE
Straubing, Germany Registration: sales@otrs.com
Total price for
Service Contract Customer:
934 EUR (p.p.)
Regular total price:
2.120 EUR (p.p.)

OTRS Help Desk Administrator Training

We offer OTRS Help Desk trainings for both Windows and Linux/Unix administrators. These 4 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.

Training contents

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)

 

Agendas of the modules

Module 1 Module 2

Required previous knowledge

  • 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)

Prices

Total price for Service Contract Customer US$1,380 / 934 EUR (p.P.)
Discounted single price
Module 1
US$1,035 / 699 EUR (p.P.)
Discounted single price
Module 2
US$345 / 235 EUR (p.P.)
Regular total price US$2,760 / 2.120 EUR (p.P.)
Regular single price
Module 1
US$2,070 / 1.590 EUR (p.P.)
Module 2 US$690 / 530 EUR (p.P.)

There must be a minimum of 4 overall registrants.

OTRS::ITSM Administrator Training

The OTRS::ITSM Administrator training, led by an ITIL-certified consultant, allows administrators to quickly become experts and utilize their skills to enable enterprise-class management of complex IT infrastructures. This 2 day session give 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 Administrator Training.

Training content:

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

 

Download Agenda

Module 3

Recommended prerequisites:

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

Prices:

Total price for Service Contract Customer US$345 / 225 EUR (p.P.)
Regular single price US$690 / 530 EUR (p.P.)

OTRS::ITSM Change Builder Training

The OTRS::ITSM Change Builder training is led by an ITIL-certified consultant and designed to enable efficiency in creating, managing and supervising upcoming process, service and infrastructure changes. This 2 day training is targeted towards change builders who will ultimately share their knowledge throughout their organization.

Training content:

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

 

Download Agenda

Module 3b

Recommended prerequisites:

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

 

Prices:

On request.

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 1 day training gives users the foundation needed to understand and use the OTRS Help Desk software.

Training 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

 

Download Agenda

Module 4

Recommended prerequisites:

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

 

Prices:

On request

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 2-day-training gives insights into specific configuration possibilities and advanced administration options. 

Training content:

  • Manual Migration
  • Access Control Lists
  • Enhancements of LDAP configs
  • 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

 

Download Agenda

Module 5

Recommended prerequisites:

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

 

Prices:

On request.