OTRS Training

Content

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

OTRS Process Management

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

OTRSĀ ITSM Modules

  • Incident Management
  • Change 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)