Combo training
Master ITSM and CMDB in
one comprehensive program.
Course objectives.
- Understand the core principles of iTop’s ITSM and CMDB modules
- Navigate and customize the iTop interface for better usability
- Build and manage a robust CMDB to track all assets and dependencies
- Set up an efficient helpdesk for incident and request management
- Automate key processes, define SLAs, and manage approvals
- Leverage the API and data sync features for data integrity
- Build and export data queries and reports to drive decision-making
Next session(s)
Every month
In-person
3 consecutive days on your premises
Online
6 live sessions (2.5 hours each), spread across two weeks, + 6 hours of individual exercises
Language
French, English
Description.
This course is designed for professionals who want to harness the full potential of iTop, combining the power of ITSM to manage and deliver services, and CMDB to model and track your IT environment.
Throughout this course, you’ll learn how to:
- Navigate and customize iTop’s interface and architecture
- Create a comprehensive service catalog and handle incidents and requests
- Use the CMDB to map your entire IT ecosystem and ensure data consistency
- Import and synchronize data, and automate workflows
- Build insightful queries and leverage advanced reporting tools
With 30% hands-on exercises, you’ll apply your knowledge to real-world scenarios: modeling your infrastructure, managing tickets end-to-end, and ensuring your data remains reliable and actionable.
How it works.
Teaching method
- 70% theory
- 30% hands-on practice with real-world scenarios and exercises
Target audience
- IT support staff and service desk managers
- Configuration and asset managers
- IT infrastructure and operations managers
- Application owners and process owners
Prerequisites
- Basic knowledge of SQL and MySQL
- Familiarity with IT environments (Apache, Linux, or Windows)
Detailed program.
Session 1
- Introduction
- iTop architecture
- Ergonomics and navigation in iTop
- Managing organizations, contacts, and documents
- Managing infrastructures and business applications
- Managing user equipment
- + 1 h of personal exercises
Session 2
- META Data Model (Part 1): understanding and using the data structure
- Importing data in CSV format and handling errors
- Data synchronization: concepts and best practices
- Using the REST API for integrations and extensions
- + 1 h of personal exercises
Session 3
- Managing service families, subcategories, and services
- Support model : setup and structuring
- Managing customer contracts and commitments (SLA, SLT, business hours, timers)
- Implementing a customer in iTop: from definition to daily actions
- Managing incidents and requests: from creation to resolution
- Impact analysis to anticipate risks
- Introduction and customization of the user portal
- + 1 h of personal exercises
Session 4
- META Data Model flexible (Part 2): refining and adapting the data model
- Object Query Language (OQL): concepts, queries, and best practices
- OQL queries and Query Book
- Data exports and Excel reports for effective monitoring
- + 1 h of personal exercises
Session 5
- Query model: designing and leveraging your data
- Audit: data quality verification and improvement
- Automation: email notifications to stay proactive
- + 1 h of personal exercises
Session 6
- Advanced automations to streamline workflows:
- Approval management
- Auto-assignment and auto-closure of tickets
- Reminder rules
- Ticket creation via email for faster resolution
- + 1 h of personal exercises