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Curso oficial de OTRS de su herramienta de código libre (Open Source) OTRS Help Desk. Dicha plataforma es utilizada para implementar las gestiones de ITIL y así poderlas controlar.
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© 2013 OTRS Inc. www.otrs.com 1
OTRS Help Desk Administrator Training UNIX / Linux / Windows
Open TechnologyReal Services
Take advantage of everything OTRS has to offer! Our extensive training will make you an OTRS Help Desk professional in no time.
Content
Your OTRS Administrator will be trained to install, backup and restore OTRS on UNIX / Linux platforms, e.g. SuSE Linux Enterprise Server (SLES), Red Hat Enterprise Linux (RHEL), Debian Linux, Gentoo Linux, Fedora Core, Open BSD, FreeBSD etc. or on MS Windows platforms, e.g. ME, 2000, Vista etc.
This training is intended for new OTRS administrators to perform specific OTRS tasks, including: System configuration, user and authorization management and customi-zation. Administrators will receive in-depth training on the OTRS core system and will perform a complete OTRS installation and configuration.
Trainings also provide basic tools for de-signing queue structures and authorization concepts. The installation of an OTRS sys-tem and individual administration of frontend modules are covered in more depth with prac-tical exercises.
The training takes an extensive look at SysConfig and its approx. 1,000 options. The connection to mail systems and direc-tory services is also implemented in practice. Additional areas covered include adjus-ting corporate design, packaging changes and looking at the central configuration file ‘Config.pm’, ticket ACLs and workflow auto-mation.
Prerequisites
§ Good understanding of web-based software architectures
§ Proficiency in Unix / Linux (i. e. LPIC1)
§ Familiarity with standard web protocols e.g. SMTP, POP3, HTTP, FTP
§ Basic knowledge of SQL
§ Practical experience with directory services like MS Active Directory, OpenLDAP, Novell eDirectory etc.
§ 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 § Draw on our experience from more than 1,000 implementation projects
§ When you book as an in-house training, contents can be tailored to your individual needs
© 2013 OTRS Inc. www.otrs.com 2
OTRS Help Desk Administrator Training
Agenda Day 1: OTRS Help Desk Administrator Training
From: Till: Topic: Actor:
9:00 9:15 Reception of the participants, introduc-tion
All
9:15 9:30 Definition of personal workshop objec-tives
All
9:30 9:45 OTRS wording OTRS Group
9:45 12:00 OTRS agent and customer interface
§ Frontend make up§ Creating tickets§ Working with predefined answers and FAQ§ Involving other agents§ Ticket life-cycle§ ... and others
OTRS Group
12:00 13:00 Lunch break All
13:00 14:30 Building queue structures All
14:30 16:30 Authorization concepts
§ Groups§ Roles§ Permissions (ro, create, move_into, etc...)
All
16:30 17:00 Round table - clarification of upcom-ming questions
All
17:00 enjoy All
© 2013 OTRS Inc. www.otrs.com 3
OTRS Help Desk Administrator Training
As Experts for efficient Service Management solutions all our consultants are ITIL-certified and bring substantial experi-ence into your project.
Agenda Day 2: OTRS Help Desk Administrator Training
From: Till: Topic: Actor:
9:00 9:15 Round table - clarification of upcom-ming questions
All
9:15 10:30 Installation of OTRS
§ Installation of required software§ Installation of OTRS
All
10:30 12:00 OTRS administration frontend walk-trough
§ Queue administration§ Implementing the OTRS permission concept§ Response templates and automated responses§ ... and others
OTRS Group
12:00 13:00 Lunch break All
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 others
All
16:30 17:00 Round table - clarification of upcom-ming questions
All
17:00 enjoy All
© 2013 OTRS Inc. www.otrs.com 4
OTRS Help Desk Administrator Training
Agenda Day 3: OTRS Help Desk Administrator Training
From: Till: Topic: Actor:
9:00 9:15 Round table - clarification of upcoming questions
All
9:15 12:00 OTRS filesystem hierarchy
§ The OTRS directory guide - where to find what?§ Scripts and tools
OTRS Group
12:00 13:00 Lunch break All
13:00 16:30 File based configuration using the Con-fig.pm
§ How to connect to different data- bases§ Using directory services as customer database§ Using SQL databases as customer database§ Using directory services for authenti- cation of customers and agents§ Using Ticket ACL
All
16:30 17:00 Round table - clarification of upcoming questions
All
17:00 enjoy All
© 2013 OTRS Inc. www.otrs.com 5
International Office Locations
Regions
North America
OTRS Inc.
19925 Stevens Creek Blvd.Cupertino, CA 95014-2358USA
T: +1 415 3660178F: +1 415 3660179
Europe
OTRS AG
Norsk-Data-Straße 161352 Bad HomburgGermany
T: +49 6172 681988 0F: +49 9421 56818 18
OTRS AG
Europaring 494315 StraubingGermany
OTRS B.V.
Schipholweg 1032316 XC LeidenThe Netherlands
T: +31 71 8200255F: +31 71 8200254
Latin America
OTRS S.A.de C.V.
Av. Insurgentes Sur 1377 Piso 7Col. Insurgentes Mixcoac03920 Mexico CityMexico
Tel.: +52 55 5524 3171
OTRS Lab, S.A. de C.V.
Parque de Software, Módulo A1, Circuito Norte 100Parque Industrial Zapotlan 200049000 Ciudad Guzmán, JaliscoMexico
Asia Pacific
OTRS Sdn. Bhd.
A-32 Menara NU,
203 Jalan Tun Sambanthan,
50470 Kuala Lumpur,
Malaysia Tel.: +603-2725-8038Fax.: +603-2725-8099
OTRS Ltd.
Rm 406, 4/FBoss Commercial Centre28 Ferry Street, JordonKowloonHong KongTel.: + 852 3690 1503
Contact
Email: [email protected]
Website: www.otrs.com
