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iTop ITSM training

Implement an efficient service desk
with iTop.

Course objectives.

  • Understand iTop’s core concepts

  • Learn how to use the ITSM service management modules (Incidents, Requests, Problems, Changes)

  • Automate support team workflows

  • Customize dashboards to track tickets

calendar

Next session(s)

Every month
in-person

In-person

2 consecutive days on your premises
remote

Online

5 live sessions (2 hours each) + 4 hours of personal exercises
localisation

Language

French, English
Register

Description.

This course is designed for those responsible for functional operation of iTop to manage IT services.

You’ll learn how to:

  • Administer iTop
  • Manage users
  • Set up a Helpdesk
  • Define a service catalog
  • Utilize the ITSM modules (incidents, requests, problems, changes).

You will also gain the skills needed to monitor, measure, and effectively report on support activities.

The training combines theory and practical exercises (30%), with real-world scenarios like managing an incident ticket from creation to resolution.

How it works.

teaching-method

Teaching method

  • Case study-based approach
  • 70% theory
  • 30% hands-on practice
target-audience

Target audience

  • IT support staff
  • Service desk managers
  • Customer relationship managers
prerequisites

Prerequisites

  • Basic knowledge of SQL and MySQL

Detailed program.

Introduction to iTop

  • Overview of iTop’s key concepts

  • Software usability and navigation

  • Managing organizations, locations, and contracts

Service catalog

  • Defining and structuring services
  • Customer contract management and SLAs management

iTop data model

  • Understanding and navigating the data model

Importing Data

  • Build a data model for a class

  • Import data from CSV using reconciliation rules or IDs

  • Diagnosing import errors

Implementing the helpdesk

  • Managing incidents and service requests
  • Service request models and approval levels
  • SLA deadline calculations

User portal

  • Navigating & customising the portal
  • Understanding the impact of configuration choices on user experience

OQL

  • Running queries

  • Using the query book

Exporting data to an Excel report

  • Export data in different formats

  • Generate dynamic reports in Excel

Notifications and automations

  • Configure notifications

  • Manage approval requests

  • Automatic ticket assignment

  • Automatic ticket closure

  • Create tickets via email