This training module is based on the platform-specific administrator training for OTRS and enhances it with the specific aspects of the administration of OTRS::ITSM. Based on OTRS, the additional OTRS::ITSM modules will be installed via the packet manager. As an administrator, you will be introduced to the additional configuration options of the CMDB. The goal of this extended training course is to enable you to map the requirements of your IT optimally on the system.
Trainer und Dozenten
The training course will be conducted by Martin Edenhofer, inventor of the OTRS system and founder of OTRS AG.
Voraussetzungen
Recommended prerequisites:
- OTRS Administrator Training (Unix/Linux or Windows)
- Basic knowledge of web-based software architectures
- Good knowledge of best practice standard ITIL
Inhalt
Address of welcome and presentation of agenda
Definition of personal expectations
- Who is who
- Training course objective
- Participant's individual expectations
Introduction to the additional functionalities of OTRS::ITSM
- Combination layer
- Type classifications
- Service/SLA
- Configuration management database (CMDB)
- Locations
OTRS::ITSM administration frontend
- Mapping of services & service level agreements (SLA)
- Criticality, impact and priorities
- General catalog
OTRS::ITSM configuration management datenbase (CMDB)
- Composition and structure of CMDB
- CI (Configuration item) class definitions & historization
- Creating CI classes
- Importing/exporting CIs
- Modelling relations inside of CMDB
- Round Table - Questions about the topics covered
- Who is who
- Training course objective
- Participant's individual expectations
Introduction to the additional functionalities of OTRS::ITSM
- Combination layer
- Type classifications
- Service/SLA
- Configuration management database (CMDB)
- Locations
OTRS::ITSM administration frontend
- Mapping of services & service level agreements (SLA)
- Criticality, impact and priorities
- General catalog
OTRS::ITSM configuration management datenbase (CMDB)
- Composition and structure of CMDB
- CI (Configuration item) class definitions & historization
- Creating CI classes
- Importing/exporting CIs
- Modelling relations inside of CMDB
- Round Table - Questions about the topics covered
- Mapping of services & service level agreements (SLA)
- Criticality, impact and priorities
- General catalog
OTRS::ITSM configuration management datenbase (CMDB)
- Composition and structure of CMDB
- CI (Configuration item) class definitions & historization
- Creating CI classes
- Importing/exporting CIs
- Modelling relations inside of CMDB
- Round Table - Questions about the topics covered
Kurszeiten
Wer möchte, reist bis 22 Uhr am Vortag an und nutzt den Abend bereits zum Fachsimpeln am Kamin oder im Park.
An Kurstagen gibt es bei uns ab 8 Uhr Frühstück.
Unsere Kurse beginnen um 9 Uhr und enden um 18 Uhr.
Neben den kleinen Pausen gibt es eine Stunde Mittagspause mit leckerem, frisch in unserer Küche zubereitetem Essen.
Nach der Schulung anschließend Abendessen und Angebote für Fachsimpeln, Ausflüge uvm. Wir schaffen eine Atmosphäre, in der Fachleute sich ungezwungen austauschen. Wer das nicht will, wird zu nichts gezwungen und findet auch jederzeit Ruhe.