large
normal
tablette
mobile
Customer access
Documentation
iTop online demo
Contact us
version fran�aise english version
logo itop
 Download iTop
Contact us
OK
Presentation Course details Course agenda Sign up

iTop ITSM

This course is for people who will be responsible for iTop functional implementation and management aimed at a service delivery utilization.

The course is based on 40% of practical exercises which allows to use methods taught by the instructor.

The exercises are based on concrete cases of implementation such as the incident management from a ticket created from an email or from the portal until its resolution by an agent.

Course details

Course Objectives
  • Understand iTop concepts
  • Know how to use service management functions (Incidents, User requests)
Teaching method
  • This course is based on case studies
  • Theory: 70%
  • Practical: 30%
Audience
  • Application manager
Duration

Duration

  • 5 online sessions of 2 hours
  • 4 hours of personal exercises
Requirements
  • Participants must be knowledgeable with SQL and data modeling; Linux and MySQL; PHP and XML

Course agenda

iTop introduction
  • iTop concepts presentation
Understand and use of the Service Catalog
  • Service Management
  • SLA Management
  • Contract Management
Import data to iTop
  • Import concepts
  • Massive import management
  • Troubleshoot Import issues
Helpdesk implementation
  • Incidents and User Requests Management
  • SLA thresholds calculation
  • Public and Private logs
  • Request templates
  • Approval processes
User Portal
  • User portal utilization
  • Portal presentation capabilities
iTop data model
  • Data model concepts et definitions
  • Navigate through the Data model
  • Organizations, locations and contacts management
  • Database audit
OQL query language
  • Definitions
  • OQL vs SQL
  • Execute and test OQL queries
Reporting with iTop data
  • Variants to create reports
  • Query phrasebook
  • Excel report example
  • SQL views of iTop
Notification management
  • “Triggers” et “Actions”
  • Notifications and alerts testing

S'inscrire

Required fields