OTRS Trainings

Optimize your services.

OTRS Trainings.
 OTRS Trainings

We provide you with the know-how you need for the professional use of OTRS, no matter if you have the
OTRS Business Solution™ or if you use OTRS Free!

Benefits
§§ Draw on our experience from more than 1,000 implementation projects
§§ Practice-oriented training according Best Practice experience
§§ Contents can be tailored to your individual needs when you book an
in-housetraining

Our Trainings are based on the OTRS Business Solution™. Have a look in our trainings calender to find
a public training: www.otrs-academy.com

You can book OTRS Trainings also as in-house training. They are an existential part of every OTRS
implementation project.

OTRS Trainings

OTRS Administrator Training 3

OTRS Experten Training 6

OTRS::ITSM Administrator Training 7

OTRS Change Builder Training 10

OTRS Key User Training 12

OTRS Certification Program

As from now we offer the possibility to become a certified OTRS Admin. More information:
www.otrs-academy.com. Be an Expert. Think OTRS!

As experts for efficient Service Management solutions, all of our consultants

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

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 OTRS Trainings

OTRS Administrator Training

A complete course designed to fully train OTRS professionals

Learn all basics to install, configure and operate OTRS smoothly. The OTRS Administrator Training has
two modules.
The first module comprises three days and is intended for 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 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.
Focus of the second module is process management in OTRS. Along with an introduction to the
wording and elements of the process management module, the one-day training also conveys the
creation of a process and its prerequisites by means of a practical example. As administrator you learn
the additional configuration options of the module as well as how to import and export already created
processes.

Prerequisites
§§ Basic knowledge of web based software
architecture
§§ Proficiency in Unix / Linux (z.B. LPIC1)
§§ Practical knowledge of protocols e.g
SMTP, POP3, HTTP, FTP
§§ Basic knowledge of SQL
§§ Practical knowledge about functions and
structure of directory services
§§ Experience in using editors
(e. g. UltraEdit, VI, VIM)
§§ Ability to configure web (Apache2) and
mail servers
Benefits
§§ Fast go-live for OTRS and Administrators
§§ Quick roll-out of business process
requirements

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OTRS Trainings

Agenda OTRS Administrator Training

Day 1: Administration

9:00 - 9:15 Introduction

9:15 - 9:30 Definition of Personal Workshop Objectives

9:30 - 9:45 OTRS Wording

9:45 - 12:00 OTRS Agent and Customer Interface: Frontend makeup, Creating tickets, Working with
predefined answers and FAQs involving other agents, Ticket life-cycle, and more

12:00 - 13:00 Lunch Break

13:00 - 14:30 Building Queue Structures

14:30 - 16:30 Authorization Concepts:

Groups, Roles, Permissions (create, move into, etc.)

16:30 - 17:00 Round Table - Q & A

Day 2: Administration

9:00 - 9:15 Round Table - Q & A

9:15 -10:30 Installation of OTRS: Installation of required software, Installation of OTRS

10:30 - 12:00 OTRS Administration Frontend Walkthrough: Queue Administration, Implementing the
OTRS permission concept, Response templates and automated responses, and more

12:00 - 13:00 Lunch Break

13:00 - 16:30 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

16:30 - 17:00 Round Table - Q & A

Day 3: Administration

9:00 - 9:15 Round Table - Q & A

OTRS Filesystem Hierarchy: The OTRS directory guide -where to find what, Scripts and
9:15 -12:00
tools

12:00 - 13:00 Lunch Break

13:00 - 16:30 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

16:30 - 17:00 Round Table - Q & A

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 OTRS Trainings

Day 4: Process Management

9:00 - 9:30 Introduction

9:30 - 10:30 Explanation of Wording and Elements of the Process Management Module:
Process, Activity, Activity dialogue, Transition, Transition action
10:30 -12:30 Creation of a Process Example:
Explanation of the process, Setting up required attributes and definitions

12:30 - 13:30 Lunch Break

13:30 - 15:30 Creation of a Process Example:

Mapping of a process
15:30 - 16:30 Configuration of the Process Management Module:
Import/export of processes, Sysconfig (Process Management), Best practices

16:30 - 17:00 Round Table – Q & A

Prices
Discounted Price for OTRS Business Solution™ Customers Regular
BASIC PROFESSIONAL ENTERPRISE Price

USD 1,932 USD 1,104 USD 01 USD 2,760

Total price EUR 1,484 EUR 848 EUR 01 EUR 2,120
Module 1: USD 1,449 USD 828 USD 01 USD 2,070
Administration EUR 1,113 EUR 636 EUR 01 EUR 1,590
Module 2: Process USD 483 USD 276 USD 01 USD 690
Management EUR 371 EUR 212 EUR 01 EUR 530

Hint: All named prices are quoted per person and plus value-added tax.
1
2 vouchers for a Public OTRS Training for 2 persons per contract period.

Dates
Find current dates here: www.otrs-academy.com

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 OTRS Trainings

OTRS Expert Training

Gain additional, extensive expert knowledge

We offer this 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
handle the customization of your OTRS.
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
§§ OTRS Administrator Training §§ Enhancement of your configuration
processes
§§ 6 months experience in using
OTRS as an Administrator §§ Adjustment of your advanced system
configurations

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 OTRS Trainings

Agenda OTRS Expert Training

Day 1

9:00 - 9:30 Introduction

9:30 - 10:30 Short Wrapup of OTRS

10:30 - 12:00 Migration: Installation of OTRS 3.x, Filling System with data, Migration to OTRS 5

12:00 - 13:00 Lunch Break

13:00 - 15:15 ACLs: Mapping of a process

15:15 - 15:30 Coffee Break

15:30 - 16:30 Creating your own Postmaster Filters in Config

16:30 - 17:00 Round Table - Q & A

Day 2

9:00 - 9:30 Round Table - Q & A

9:30 - 11:30 LDAP Config and LDAP Sync

11:30 - 12:00 SOAP-based Webservices

12:00 - 13:00 Lunch Break

13:00 - 13:30 SOAP-based Webservices

13:30 - 14:30 Advanced Sysconfig, Creating Additional Dashlets

14:30 - 14:45 Coffee Break

14:45 - 16:30 Automation of Tickets

16:30 - 17:00 Round Table - Q & A

Prices on request

Dates
Find current dates here: www.otrs-academy.com

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 OTRS Trainings

OTRS::ITSM Administrator 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. With the OTRS::ITSM Feature you have the ability to define, assign, identify, analyze, and
report CIs cross-process, creating efficiency and saving money.
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. As an OTRS::ITSM Administrator
you will become familiar with powerful new configuration options to help optimize support of your IT
Service Organization and map your business requirements in OTRS::ITSM.

Prerequisites
§§ OTRS Administrator Training
§§ Good knowledge of web-based software
architecture
§§ Familiarity with Best Practice Standards
IT Infrastructure Library (ITIL)
Benefits
§§ Quick roll-out of business process
requirements
§§ Comprehensive knowledge about the
configuration management of OTRS

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 OTRS Trainings

Agenda OTRS::ITSM Administrator Training

Day 1

9:00 - 9:30 Round Table - Q & A

9:30 - 10:30 Overview of ITSM Specific Funcionalities:
Linking of objects, Ticket types, Services and SLAs, Service view CI database
10:30 - 12:30 OTRS::ITSM Administrator 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

12:30 - 13:30 Lunch Break

13:30 - 16:30 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)

16:30 - 17:00 Round Table - Q & A

Prices
Discounted Price for OTRS Business Solution™ Customers
Regular price
BASIC PROFESSIONAL ENTERPRISE
USD 483 USD 276 USD 01
Total price EUR 371 EUR 212 EUR 01
EUR 530

Hint: All named prices are quoted per person and plus value-added tax.
1
2 vouchers for a Public OTRS Training for 2 persons per contract period.

Dates on request

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 OTRS Trainings

OTRS Change Builder Training

Become a professional for OTRS Change Management

The OTRS::ITSM Feature supports Change Builders, involved agents, and Change Managers in
efficiently creating, managing, and supervising upcoming process, service, and infrastructure changes.
The ITSM Feature provides a set of powerful tools to configure changes, work orders, their functional
and chronological relations, and auto-executed actions based on achieved states. This includes the
classic change as well as preapproved standard changes and emergency changes which require quick
approval and special attention to an Emergency Advisory Board (EAB). This two-day training is targeted
towards Change Builders who will ultimately spread their knowledge throughout their organization. The
participants will get hands-on experience in using the the Change Management module to build various
changes. They will learn about change workflows, terminology, change views, and handling the state
machine to define relations and actions.

Prerequisites Benefits
§§ Proficiency in using the ITSM Feature of §§ Fast go-live to build and manage
OTRS highly recommended changes
§§ Familiarity with the Best Practice §§ Reduced risks and incidents resulting
Standards IT Infrastructure Library (ITIL) from changes
§§ Gain control of your change
management process

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 OTRS Trainings

Agenda OTRS Change Builder Training

Day 1

9:00 - 9:15 Introduction

9:15 - 9:30 OTRS::ITSM Change Management Terminology

9:30 - 10:30 Designing a Simple Change: How to provide a new employee with a standard work-
station
Defining the basic information for the change (Requester, Approver, etc.), Defining the different
tasks / work orders needed to accomplish the change

10:30 - 11:00 Implementing Changes & Work Orders in OTRS::ITSM

11:00 - 11:45 Designing Dependencies of the work Orders

11:45 - 12:15 Implementing Conditions in OTRS::ITSM:

Presentation of attributes that can be used when defining conditions, how to define the order in
which conditions will be processed, Introduction in Best Practice of how to implement conditions

12:15 - 13:15 Lunch Break

13:15 - 16:15 Designing a Complex Change: Replacement of a central mail server

Defining the basic information for the change (Requester, Approver, etc.), Defining the different
tasks / work orders needed to accomplish the change, Defining dependencies of the work orders,
Defining affected CIs & Services

16:15 - 16:45 Implementation of Complex Changes in OTRS::ITSM

16:45 - 17:00 Round Table - Q & A

Day 2

9:00 - 9:15 Round Table - Q & A

9:15 - 12:45 Processing the Complex Change with the Team:

How am I notified of my tasks / work orders, how is the workflow processed by the system, how is
the change manager keeping track of the change

12:45 - 13:45 Lunch Break

13:45 - 14:45 Introduction to Available Predefined Reports

14:45 - 15:15 How to Implement Custom Reports & Searches

15:15 - 16:45 Designing, Implementing, and Processing an Emergency Change

16:45 - 17:00 Round Table - Q & A

Prices & dates on request

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 OTRS Trainings

OTRS Key User Training

Direct transfer of know-how for Key User

OTRS enables service and support teams to handle requests efficiently and transparently. We provide
service agents a multitude of utilities and automated processes to support them in their daily work.
OTRS offers intelligent notification and escalation functions, automated text modules, reminder functions,
and a full knowledge database for procedural documentation. Training participants will learn the basics
of working with OTRS and receive hands-on experience with the OTRS agent frontend and workflow to
understand the lifecycle of a ticket.
This one-day training is targeted towards key users who will ultimately spread their new knowledge
throughout the organization.

Prerequisites
§§ Proficiency in using a web browser
§§ Experience in working with email clients
(e.g. MS Outlook, Gmail, Lotus Notes)
Benefits
§§ Resource and time-saving knowledge
transfer via multipliers
§§ Short training cycle
§§ Fast go-live for your Service
Management Team

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 OTRS Trainings

Agenda OTRS Key User Training

Day 1

9:00 - 9:30 Introduction

9:30 - 10:00 Basics:
Adjusting of OTRS terminology to fit your organization: Queues, Agents and Customers,
Tickets and Articles, Owner and Responsible, Status, Lock, Priority, Escalations, Ticket Types,
Services, and SLA
10:00 - 12:30 Introduction to the Agent and Customer Frontend of OTRS:
The typical ”life cycle“ of a ticket, Application of the interfaces of a telephone ticket, an email,
ticket, SMS, fax and webform to create a ticket, Escalation, reminder, and notification functions,
Classifications of incidents and changing the status of a ticket and its priority, Labor efficiency
with templates and (automated) text modules, Deployment of text modules and data, Tracking
of incidents and business transactions, Working with queues and workflows, Efficient use of the
knowledge database

12:30 - 13:30 Lunch Break

13:30 - 16:30 OTRS in Practice:

The acquired knowledge will be applied to practical examples. In order to visualize the possible
workflows and the life cycle of a ticket, the participants will receive hands-on training.
16:30 - 17:00 Round Table - Q & A

Prices & dates on request

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Contact us

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

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T: +1 408 549 1717 Brazil Malaysia
T: +55 11 4130 8205 T: +603 2725 8088
Europe Mexico Hong Kong
T: +49 6172 681988 0 T: +52 55 1168 9664 T: +852 5803 5820