This course provides a practical overview of the core processes of the OMNITRACKER ITSM Center.
The objective of this seminar is to gain an understanding of the integrated processes within the OMNITRACKER ITSM Center, understand their relationships and dependencies, and learn how to work with them.
Training topics
OMNITRACKER architecture and user interface
ITIL process overview and demo data
Classic ticket processing – tickets
Classic ticket processing – Incident management
Classic ticket processing – Request fulfillment
Ticket processing and orders in the self-service portal
Shop administration
Service asset & configuration management
Service level management
Access management
Supporting processes in detail
Master data management
Category tree
Knowledge base
Activity management
Problem management
Change management
Release & deployment management
Event management
Availability management
Process models
Cockpit controls
Key performance indicators
Training benefits
To fully understand and effectively use the processes and applications of the IT Service Management Center, this course introduces you to all key ITSM processes and provides a comprehensive overview of their functionality. You will gain detailed insight into IT service management workflows and the related processes involving participating employees. The important topics of contract setup and Service Level Management are also covered in depth.
You will learn how to assign user rights and set up user groups using Access Management, and how to manage and track your employees’ tasks through Activity Management. Additional topics include Problem Management and Change Management, with detailed guidance on how these processes are implemented in OMNITRACKER.
Target group
Process Manager
If you would like to learn how to customize an application, we recommend attending one of our OMNITRACKER Administrator training courses.
- English ,
- German