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Presentation Course details Course agenda

ITop User Training

After completing this training, you will be able to understand all iTop concepts and use each iTop module. Based on real use cases, an iTop consultant will show you tips to manage ITIL best practices using iTop. This course relies on both theoretical lectures and exercises that will help you to be more efficient in using iTop.

Course details

Course objectives
  • Understand basic ITIL concepts
  • iTop global concepts
  • Learn how to use iTop modules
    • CMDB
    • Helpdesk
    • Incident Management
    • Problem Management
    • Change Management
    • Service Management
  • Manage CSV data import
  • Understand Audit concepts
Teaching Method
  • This training course is based on real use cases
  • Theory: 50%
  • Practice: 50%
Target audience
  • IT support engineer
  • IT system and network administrator
  • IT Manager
Duration

Duration

  • 2 consecutive days
Prerequisites:
  • none
  • no ITIL knowledge are required

Course agenda

ITIL definitions and concepts
  • Define the ITIL operational processes
  • Some example from the real IT life
iTop concepts
  • Searching information
  • Viewing details of an object
  • Understand organization concept
  • Accessing dashboards
  • Creating objects and managing relationships
  • Export data to excel
Use iTop CMDB
  • Managing IT infrastructures (Servers, Virtual Machines, Network Devices, Printers ...)
  • Managing software and application architecture
  • Managing contacts, roles and responsibilities
  • Viewing impacts and dependencies graphically
  • Managing documents
Use iTop Service Management
  • Define service management concepts
  • Define the service catalog
  • Manage customer and provider contract
  • Define SLAs and SLTs
Use iTop Helpdesk
  • Managing User Request
  • Understand relationships with Service Catalog
  • Understand the basics for Notification
  • Using End User portal
Use iTop Incident Management
  • Managing Incident
  • Link incident and user request
  • Automated impact management
  • Automated ticket creation
Use iTop Change Management
  • Understand change management process
  • Managing changes
  • Automated impact management
Use iTop Problem Management
  • Managing Problem and Known Errors
  • Link problem, incidents and changes
Importing data massively
  • Import concepts
  • Import new data from excel data sheets.
  • update data using csv import
Audit data consistency
  • Audit concepts
  • Track documentation issues