005-eng-itsm_administrator.pdf
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2013 OTRS Inc. www.otrs.com 2
OTRS ITSM - Administrator Training
1. Training day
Time Content
9:00am 9:30am Introduction
9:30am 10:00am Overview on ITSM Specic functionality
Linking of objectsTicket types Services and SLAs
Service view Conguration Database and locations
10:00am 12:30am OTRS ITSM Administrator frontend
Installing needed OTRS::ITSM modules General catalog use existing classes and dening new onesTransformation of predened service catalog and assigned SLA
in OTRS::ITSM
Impact / Criticality / Priority Matrix12:30am 1:30pm Lunch break
1:30pm 4:30pm Service Asset and Conguration Management (CMDB)
Creation of CI Classes Denition of different datatypes
- Select boxes
- Text elds
- Input elds
- User information
- Date elds
- Creating a sample class
4:30pm 5:00pm Round table - Q & A
As Experts for efcient Service Management solutions all our consultants
are ITIL-certied and bring substantial experience into your project.
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2013 OTRS Inc. www.otrs.com 3
International Ofce Locations
Regions
North America
OTRS Inc.
19925 Stevens Creek Blvd.
Cupertino, CA 95014-2358
USA
T: +1 415 3660178
F: +1 415 3660179
Europe
OTRS AG
Norsk-Data-Strae 1
61352 Bad Homburg
Germany
T: +49 6172 681988 0
F: +49 9421 56818 18
OTRS AG
Europaring 4
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 1377 Piso 7
Col. Insurgentes Mixcoac
03920 Mexico City
Mexico
Tel.: +52 55 5524 3171
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 Pacic
OTRS Sdn. Bhd.
A06 , Block 1B,
Level 15, Plaza Sentral,
Jalan Stesen Sentral 5
50470 Kuala Lumpur,
Malaysia
Tel.: +603-9236-1118
Fax.: +603-2035-5568
OTRS Ltd.
Rm 406, 4/F
Boss Commercial Centre
28 Ferry Street, Jordon
KowloonHong Kong
Tel.: + 852 3690 1503
Contact
Email: [email protected]
Website: www.otrs.com
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