Training

Optimize and accelerate your services

solutions by learning and mastering OTRS.

Training
OTRS offers three training levels: Administrator, ITSM and Expert.
Intended for those who are new to OTRS, Help Desk Administrator Training is
designed to fully prepare OTRS Help Desk professionals. The benefit is assurance
that your system is properly installed and configured, including modules.
ITSM Training can be taken independently or in conjunction with Administrator
Training, and deepens knowledge with ITSM Specific Functionality along with
change management.
Finally, we offer Expert Training for all experienced users of OTRS. To meet the
requirements of advanced OTRS administrators, we designed the content to be
more technical and with more tips on how to customize your instance of OTRS.
OTRS Group is the creator and source code owner of OTRS Help Desk, the leading
Service Management Platform. We provide global implementation and consulting
capabilities, custom solution development services and global support services.
OTRS has zero software license fees and is 100% Open Source. It offers a highly
flexible solution that allows you to increase the efficiency and quality of your service
management. OTRS has over 130,000 installations in 33 languages worldwide.

As experts for efficient Service Management solutions all of our consultants

are ITIL-certified and bring substantial experience to your project.

Training
A complete course designed to fully train OTRS Help Desk professionals.
This three-day training is intended for new OTRS administrators to perform specific
OTRS tasks, including: installation, system configuration, user and authorization
management, and customization. Administrators will receive in-depth training on the
OTRS core system and will perform a complete OTRS installation and configuration
on most UNIX/Linux and MS Windows platforms, including individual administration
of frontend modules. Trainings also provide basic tools for designing queue
structures and authorization concepts. The connection to mail systems and directory
services is also implemented during practice. Additional areas covered include
adjusting corporate design, packaging changes, and looking at the central
configuration file Config.pm, ticket ACLs, and workflow automation.

Prerequisites

Benefits

6
 months experience in using
OTRS as an Administrator

Enhancement of your
configuration processes

O
 TRS Help Desk Administrator
Training (Unix/Linux or Windows)

Concise knowledge transfer from more

than 1,000 implementation projects

Adjustment of your advanced

system configurations

Training
Help Desk Administrator Training Schedule
Day One
9:00am - 9:15am

Introduction

9:15am - 9:30am

Definition of Personal Workshop Objectives

9:30am - 9:45am

OTRS Wording

9:45am - 12:00pm

OTRS Agent and Customer Interface: Frontend makeup, Creating tickets, Working with
predefined answers and FAQs involving other agents, Ticket life-cycle, and more

12:00pm - 1:00pm

Lunch Break

1:00pm - 2:30pm

Building Queue Structures

2:30pm - 4:30pm

Authorization Concepts: Groups, Roles, Permissions(create, move into, etc.)

4:30pm - 5:00pm

Round Table - Q & A

Day Two
9:00am - 9:15am
9:15am -10:30pm
10:30pm - 12:00pm
12:00pm - 1:00pm

Round Table - Q & A

Installation of OTRS: Installation of required software, Installation of OTRS
OTRS Administration Frontend Walkthrough: Queue Administration, Implementing the OTRS
permission concept, Response templates and automated responses, and more
Lunch Break

1:00pm - 4:30pm

Configure OTRS using the SysConfig Interface: Definition and using of Service Level
calendars, Using dynamic fields, Connecting a SMTP server, Best practice features, and more

4:30pm - 5:00pm

Round Table - Q & A

Day Three
9:00am - 9:15am
9:15am -12:00pm
12:00pm - 1:00pm

Round Table - Q & A

OTRS Filesystem Hierarchy: The OTRS directory guide -where to find what, Scripts and tools
Lunch Break

1:00pm - 4:30pm

File based Configuration using the Config.pm Interface: How to connect different
databases, Using directory services as customer database, Using SQL databases as
customer database, Using directory services for authentification of customers and agents,
Using Ticket ACLs

4:30pm - 5:00pm

Round Table - Q & A

Training

ITSM Training extends Administrator Training and

adds specific ITSM and change management skills.
The OTRS::ITSM Administrator training, led by an ITIL-certified consultant, allows
administrators to quickly become experts and utilize their skills to enable enterpriseclass 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 Administrator Training.

Training Content

Recommended prerequisites

ITSM administrator frontend

Good knowledge of web-based

software architecture

A
 dditional use and administration
of ITSM-specific functionality
S
 ervice Asset & Configuration
Management (CMDB)
C
 hange Management
N
 otification Management

OTRS Administrator Training

(Windows or Linux/Unix)

Familiarity with Best Practice

Standards IT Infrastructure Library (ITIL)

Training
ITSM Training Schedule
Day One (or Day 4 if taken with Administrator Training)
9:00am - 9:15am
9:15am - 10:00am
10:00am - 12:00pm
12:00pm - 1:00pm

Round Table-Q&A
Overview of ITSM Specific Funcionalities: Linking of objects, Ticket types,
Services and SLAs, Service view CI database
Admin Frontend: Installing required OTRS::ITSM modules, General catalog of existing
and new classes, Transformation of predefined service catalog and assigned SLAs,
Impact Criticality and priority matrix
Lunch Break

1:00pm - 4:30pm

Creation of CI Classes: Definition of different data types (e.g. Select boxes, Text area, Input
fields, User information, Data fields, Iterger fields, Creating an example class)

4:30pm - 5:00pm

Round Table - Q & A

Training
Gain additional, extensive expert knowledge based
on the OTRS Administrator Training.
This two-day training session builds on the content of the OTRS Administrator
Training and teaches additional know-how. The participant should have at least 6
months of experience with OTRS administration. Topics covered include migration
from a previous version, complex ACLs in editor and config, LDAP config, like
syncing of LDAP Groups to OTRS Roles, enhanced postmaster filters, tweaking
Sysconfig via additional XML Code (e.g. creating your own dashboard modules),
SOAP based web services for creation of tickets via Perl scripts, and ticket automation with event based Generic Agent, like triggering processes or notifications.

Prerequisites

Benefits

Proficiency in Unix / Linux (i.e. LPIC1)

Quick roll-out of business

process requirements

Good understanding of web-based

software architectures
Familiarity with standard web protocols
(e.g. SMTP, POP3, HTTP, FTP)
Basic knowledge of SQL
Practical experience with directory
services like MS Active Directory,
OpenLDAP, Novell eDirectory, etc.
Experience in using editors
(e. g. UltraEdit, VI, VIM)
Ability to configure web
(Apache2) and mail servers

Fast go-live for OTRS and

Administrators

Draw on our experience from more

than 1,000 implementation projects
Booked as an in-house training,
contents can be tailored to your
individual needs

Training
Expert Training Schedule
Day One
9:00am - 9:30am
9:30am - 10:30am
10:30am - 12:00pm
12:00pm - 1:00pm

Topic
Introduction
Short Wrapup of OTRS
Migration: Installation of OTRS 3.0, Filling System with data, Migration to OTRS 3.3
Lunch Break

1:00pm - 3:15pm

ACLs: Mapping of a process

3:15pm - 3:30pm

Coffee Break

3:30pm - 4:30pm

Creating your own Postmaster Filters in Config

4:30pm - 5:30pm

Round Table - Q & A

Day Two
9:00am - 9:30am
9:30am -11:30am
11:30am - 12:00pm
12:00pm - 1:00pm

Topic
Round Table - Q & A
LDAP Config and LDAP Sync
SOAP-based Webservices
Lunch Break

1:00pm - 1:30pm

SOAP-based Webservices

1:30pm - 2:30pm

Advanced Sysconfig, Creating Additional Dashlets

2:30pm - 2:45pm

Coffee Break

2:45pm -4:30pm
4:30pm - 5:00pm

Automation of Tickets
Round Table - Q & A

Training

Contact us

Email:
sales@otrs.com
Website: www.otrs.com
North America

OTRS Inc.
19925 Stevens Creek Blvd.
Cupertino, CA 95014-2358
USA
T: +1 408 549 1717
F: +1 408 512 1748
Europe

OTRS AG
Norsk-Data-Strae 1
61352 Bad Homburg
Germany
T: +49 6172 681988 0
F: +49 6172 18076 90
OTRS AG
Bahnhofplatz 1a
94315 Straubing
Germany
OTRS B.V.
Schipholweg 103
2316 XC Leiden
The Netherlands
T: +31 71 8200255
F: +31 71 8200254

Latin America

OTRS S.A. de C.V.

Av. Insurgentes Sur 863, Piso 7
Col. Npoles
03810 Mexico City
Mexico
T: +52 5511 6896 64
OTRS Lab, S.A. de C.V.
Parque de Software, Mdulo A1,
Circuito Norte 100
Parque Industrial Zapotlan 2000
49000 Ciudad Guzmn, Jalisco
Mexico
Asia Pacific

OTRS Sdn. Bhd.

A-32 Menara NU,
203 Jalan Tun Sambanthan,
50470 Kuala Lumpur,
Malaysia
T: +603 2035 5578
F: +603 2035 5568
OTRS Ltd.
Rm 406, 4/F
Boss Commercial Centre
28 Ferry Street, Jordon
Kowloon
Hong Kong
T: +852 3690 1503