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Combo training

Master ITSM and CMDB in
one comprehensive program.

Course objectives.

  • Understand the core principles of iTop’s ITSM and CMDB modules
  • 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

  • Data import and synchronization

  • Build and export data queries and reports to drive decision-making

  • Perform impact analyses

calendar

Next session(s)

Every month
in-person

In-person

3 consecutive days on your premises
remote

Online

6 live sessions (2.5 hours each), spread across two weeks, + 6 hours of individual exercises
localisation

Language

French, English
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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:

  • Create a comprehensive service catalog
  • 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

How it works.

teaching-method

Teaching method

  • 70% theory
  • 30% hands-on practice with real-world scenarios and exercises
target-audience

Target audience

  • IT support staff and service desk managers
  • Configuration and asset managers
  • IT infrastructure and operations managers
  • Application owners and process owners
prerequisites

Prerequisites

  • Basic knowledge of SQL and MySQL
  • Familiarity with IT environments (Apache, Linux, or Windows)

Detailed program.

Introduction to iTop

  • Introduction to iTop architecture

  • Usability and navigation in iTop

CMDB: modeling your infrastructure

  • Managing organizations, contacts, and documents

  • Managing infrastructure and business applications

  • Managing end-user devices

Data import and synchronization in iTop

  • Import data in CSV format and handle errors

  • Data synchronization: concepts and best practices

  • Overview of collectors

  • Using the REST API for integrations and extensions

Service catalog and helpdesk setup

  • Manage service families, subcategories, and services

  • Support model: setup and structuring

  • Manage contracts and customer commitments (SLA, SLT, business hours, timers)

  • Implementing a customer in iTop: from definition to day-to-day operations

  • Incident and request management: from creation to resolution

  • Impact analysis to anticipate risks

  • Introduction to, and customization of, the user portal

OQL

  • Understand the data modelObject
  • Query Language (OQL): concepts, queries, and best practices

Query Book

Data tracking and monitoring

  • Data export and Excel reports for effective tracking

  • Audit: checking and improving data quality

Notifications and automation

  • Notifications

  • Approval management

  • Automatic ticket assignment and closure

  • Notice-period rules

  • Ticket creation by email for faster resolution