Open Technology Real Services

OTRS Process Management Administrator Training

Take advantage of everything OTRS has to offer! Our extensive training will make you an OTRS Help Desk professional in no time.
Content More than a Help Desk-System - With OTRS 3.2 you can now map business processes and logics. Given that service optimization very often goes hand in hand with process optimization, now you only need one solution to implement both professionally. This training is an essential preparation for the usage of the process management module of OTRS 3.2. This one-day training is based on the platform specific OTRS Administrator Training and supplements it with the specific aspects of the process management with OTRS. Along with an introduction to the wording and elements of the new module the training also conveys the creation of a process and its prerequisites by means of a practical example. As administrator you learn the additional configuration options of the module as well as how to import and export processes already created. Best Practices make the training perfect. Although the training is a crucial component of every inhouse training for OTRS implementation projects, you can also book it seperately. Prerequisites OTRS Help Desk Administrator Training (Unix/Linux or Windows) Benefits Professional usage of the process management module of OTRS 3.2 Faster implementation of new requirements in the areas of business processes and logics. Concise knowledge transfer from more than 1,000 implementation projects Booked as an inhouse training, contents can be tailored to your individual needs

2013 OTRS AG

www.otrs.com

OTRS Process Management Administrator Training

Day 1
Time 09:00 09:30 09:30 10:30 Topic Reception of the participants, introduction Explanation of wording and elements of the Process Management Module Process Activity Activity dialogue Transition Transition action 10:30 12:30 Creation of a process example Explanation of the process 12:30 13:30 13:30 15:30 Lunch break Creation of a process example Mapping of a process 15:30 16:30 Configuration of the Process Management Module Import/Export of processes Best Practices 16:30 17:00 Sysconfig (Process Management) Setting up required attributes and definitions

Round Table clarification of upcoming questions

2013 OTRS AG

www.otrs.com

International Office 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 6172 18076 90 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 Pacific OTRS Sdn. Bhd. A-32 Menara NU, 203 Jalan Tun Sambanthan, 50470 Kuala Lumpur, Malaysia Tel.: +603-2725-8038 Fax.: +603-2725-8099 Support Line: 1-800-28-2255 OTRS Ltd. Rm 406, 4/F Boss Commercial Centre 28 Ferry Street, Jordon Kowloon Hong Kong Tel.: + 852 3690 150

Contact Email:sales@otrs.com Website: www.otrs.com

2013 OTRS AG

www.otrs.com