Administration Training for OTRS::ITSM and KIX4OTRS with ITSM

As bottom-up offer for the administration training for OTRS and KIX4OTRS, feel free to book our administration training for OTRS and KIX4OTRS with ITSM. Here, you learn the extensions related to the IT service management with OTRS. Within OTRS::ITSM, you'll find the ITIL-conform additional modules for OTRS that makes a complete ITSM system out of your OTRS HelpDesk.

It is a combined training in a workshop style with practical HandsOn within the system. You'll get the important information related to the installation, functionality and configuration of ITSM modules. We give you a tool to customize OTRS::ITSM according your requirements. Constructively, we advise to participate in our OTRS developer training (OTRS Advanced Administrator Training).

Duration	2-3 days with specific preparation time in accordance to individual requirements
Participants	max. 5 administrators
Content
Basics	introduction in ITSM explanation of ITSM packages (additional modules of OTRS) explanation of additional classification parameters explanation of additional statistics of ITSM installation of additional packages within the OTRS package management
Administration and configuration	configuration of Services & SLA mapping within Request Fulfilment (Quick-Tickets) configuration of CMDB (CI-classes. attributes) mapping within Event Management (System Monitoring) configuration within Change Management
Configuration scenarios	Import-Export-interfaces typical scenarios in IT-Service and ITSM clarifying of questions and specific aspects
Required knowledge	practice experience within OTRS administration or absolving the administration training for OTRS and KIX4OTRS basic knowledge of web-based software architectures good practical knowledge of protocols: SMTP, POP3, HTTP, FTP, etc. knowledge within IT service management / ITIL practical use of editors (vi, vim, gedit, etc.)

You may participate in this training at the Heinlein Academy / Heinlein-Akademie in Berlin or Open Source School in Munich (München). We would gladly realize trainings fitted to your specific project aspects. If you wish further information, don't hesitate to contact us.