((OTRS)) Community Edition Help Desk and ITSM Training Courses
Altnix offers Training Course on ((OTRS)) Community Edition Administration with hands-on lab exercises. ((OTRS)) Community Edition is a leading Enterprise-grade open-source tool for HelpDesk and ITSM. Altnix provides standard courses as well as custom training modules tailored for specific organizational requirements. All our training is live training led by an instructor.
((OTRS)) Community Edition Training Courses
| Course ID and Course Name | Price Per Attendee | Upcoming Class Schedule |
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Course ID 42512: ((OTRS)) Community Edition Help Desk Administrator Training Help Administrator training will cover topics required for setting a Help Desk and Service Desk facility using the ((OTRS)) Community Edition Help Desk features. For details on the course content please contact us |
USD 950 |
Aug 23, 24, 25 Sep 7,8,9 |
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Course ID 42513: ((OTRS)) Community Edition ITSM Administrator Training ((OTRS)) Community Edition ITSM Training will enable attendees to set up a complete ITSM framework at their organization using the ((OTRS)) Community Edition ITSM and CMDB features. For details on the course content please contact us |
USD 1450 |
Sep 14,15 Oct 5,6 |
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Course ID 42514: ((OTRS)) Community Edition Help Desk Developer Training Help Desk Developer course enables attendees to modify and customize the ((OTRS)) Community Edition Help Desk features inside ((OTRS)) Community Edition. System integration with 3rd party tools using APIs will also be covered. For details on the course content please contact us |
USD 1950 | Contact Us |
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Course ID 42515: ((OTRS)) Community Edition ITSM Developer Training ITSM Developer course enables attendees to modify and customize the ((OTRS)) Community Edition ITSM features inside ((OTRS)) Community Edition. System integration with 3rd party tools using APIs will also be covered. For details on the course content please contact us |
Custom Pricing |
Contact Us |
Hands-on Lab Exercises
Altnix offers training on ((OTRS)) Community Edition Help Desk based on a standard course structure mentioned below. We can provide in-person training or live online training where courses are delivered over a web conference tool. We deliver our lectures in English at reasonable rates.
Live Instructor-Led Training
We do not use pre-recorded videos in our training. All our training is conducted by qualified instructors to provide live training.
Customized Training
Customers already using ((OTRS)) Community Edition may need customized training on specialized topics of interest. In such cases, Altnix can provide custom training courses based on your requirements. Please contact This email address is being protected from spambots. You need JavaScript enabled to view it. to request a custom training session.
Course Syllabus
((OTRS)) Community Edition Help Desk Administrator Training – Basic
Duration of the course: 3 Days
Mode of Delivery: In-Person or Live On-Line
Attendees must be familiar with the following topics:
- Experience at working at an IT Help Desk or Service Desk environment
- Must understand a Ticket Life Cycle managed at typical IT support operations
Click for Basic Course Training Syllabus
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OTRS Help Desk Installation |
Operating System-Level Dependencies |
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OTRS installation Process |
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OTRS Basics |
Overall OTRS Architecture |
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File Locations and Directory Structure |
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Service Catalog |
Creating Service Catalogs |
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Queues |
Basic Understanding of Queues |
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Role of Post Master Queue |
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Using Sub-Queues |
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Mapping Services to Queues |
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Agents |
Creating Agents |
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Roles and Permissions for Agents |
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Assigning Agents to Queues |
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ACL and access controls for Agents |
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Customers |
Creating new customer users in OTRS |
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Assigning Queues and Services to Customers |
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Service Level Agreements |
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SLA for Services |
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SLA for Queues |
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Defining SLAs |
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Mapping SLAs to Customers |
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Mail Settings |
Mail Gateway setup |
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Email address and Alias definition |
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Escalations |
Defining the escalation matrix in OTRS |
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Approaches to Escalations |
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Notifications |
Triggering notifications to agents and customers |
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Notification Templates |
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Auto Responses |
Auto-response templates |
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Calendars And Time Zones |
Defining Calendars and Time Zones |
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Backup and Restore |
Backup and Restore of OTRS |
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Reports |
Basic Report generation in OTRS |
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Introduction to Custom Reports |
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Hands-on Lab Exercises |
Hands-on lab exercises are included in this training |
((OTRS)) Community Edition Help Desk Administrator Training – Advanced
Duration of the course: 3 Days
Mode of Delivery: In-Person or Live On-Line
Attendees must be familiar with the following topics:
- Must have completed OpenNMS Administrator Training – Basic Course
- Familiarity with types of Databases
- Some experience with Enterprise Applications deployed on IT Infrastructure
- Understanding of the role of APIs in the integration of Applications
- Basic understanding of SNMP technology in Networking
Click for Advanced Course Training Syllabus
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Modules |
Topics Covered |
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OTRS ITSM |
Operating System-Level Dependencies |
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OTRS installation Process |
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ITIL Basic Concepts |
ITIL v3 concept overview |
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Service Strategy, Design, and Transition |
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Service operations and Continuous Service Improvements |
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Service Management |
How OTRS handles Service Management |
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CMDB and Assets |
Overview of Asset Mgmt and CMDB |
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Standard Assets |
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Creating Custom Asset Templates |
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Using Relationship between Assets |
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Process Management |
Process Management Module |
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Creating a new process in OTRS |
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Design process Forms |
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Activity, Transitions, and Actions |
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Change Management |
Change Management Overview |
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Creating new changes |
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Work orders inside Change |
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State Machine for Work orders and Changes |
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Conditions for Work orders and Changes |
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Problem Management |
Problem Management Overview |
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Problem Management workflows in OTRS |
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ITSM Notifications |
Defining Notifications for ITSM in OTRS |
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Handling Escalation for ITSM |
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Reports |
Basic Report generation in OTRS |
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Introduction to Custom Reports |
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ITSM Related Reports in OTRS |
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Integration with Third Party |
Introduction to APIs in OTRS |
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Approach to Webservices API based integration |
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Hands-on Lab Exercises |
Hands-on lab exercises are included in this training |
Pricing and Training Schedule on Advanced Topics
Please contact our training team This email address is being protected from spambots. You need JavaScript enabled to view it. or call +1-800-913-5553 for details on pricing and schedule for Training courses.
Disclaimer: OTRS is a registered trademark that belongs to OTRS AG Germany. Altnix does not make any claims on trademarks related to OTRS.