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)
Next session(s)
Every month
In-person
2 consecutive days in Paris or Lyon
Online
5 live sessions (2 hours each) + 4 hours of personal exercises
Language
French, English
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, and utilize the ITSM modules (incidents, requests, problems, changes). You’ll also gain the skills to track, measure, and communicate support activities effectively.
The training combines theory and practical exercises (30%), with real-world scenarios like managing an incident ticket from creation (via email or the portal) to resolution.
How it works.
Teaching method
- Case study-based approach
- 70% theory
- 30% hands-on practice
Target audience
- IT support staff
- Service desk managers
- Customer relationship managers
Prerequisites
- Basic knowledge of SQL and MySQL
Detailed program.
Introduction to iTop
- Overview of key concepts
- Understanding iTop’s ITSM approach
Service catalog
- Defining and structuring services
- Customer contract management and SLAs management
Implementing the helpdesk
- Managing incidents and service requests
- Service request models and approval levels
- SLA deadline calculations
- Automated ticket assignment
- Automated request closure
User portal
- Navigating the portal
- Understanding the impact of configuration choices on user experience
Importing Data
- Key concepts of data import
- Managing bulk imports
- Diagnosing import errors
iTop data model
- Understanding and navigating the data model
- Managing organizations, locations, and contacts
Data auditing and quality
- Running audits to detect anomalies
OQL
- Running queries and creating reports
- Using the query notebook, Excel reports, and SQL views
Notifications and automations
- Creating triggers and actions
- Configuring notifications
- Testing and diagnosing notification deliveries