OTRS Certification Program - Enabling / Implementation

Question 1 of 34

What is the main difference between ((OTRS)) and OTRS?

((OTRS)) is a slimmed-down version of OTRS

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((OTRS)) is the commercial version of OTRS, while OTRS is the open source version.

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((OTRS)) is the discontinued Community Edition with limited functions..

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((OTRS)) is a version that is only used in cloud environments.

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Question 2 of 34

How can OTRS be integrated into existing ITIL processes?

Use of the Ready2Adopt processes

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Use of the ITSM Solution Scenario

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Use of external ITIL plug-ins for process integration

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Integration of OTRS into existing ITIL process management software using the API

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Utilisation/connection of OTRS CMDB

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Automatic adaptation of OTRS workflows to ITIL standards

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Question 3 of 34

What needs to be considered when migrating an on-premise customer from OTRS 7 or OTRS 8 to OTRS?

Does the web server need to be updated to a new version?

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Different ElasticSearch versions

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Is a complete reinstallation of OTRS necessary or is an upgrade sufficient?

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Different NodeJS versions

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Is the current operating system supported by OTRS?

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Does the current operating system support the new NodeJS version?

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Are all custom modules compatible with the new version?

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Does the mail server have to be reconfigured to work with the new version?

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Does the new server fit to the minimum system requirements

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Question 4 of 34

How do we differentiate ourselves from our competitors?

Standardised, non-customisable workflows for easier use

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More cost-effective

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Automated migrations without manual intervention

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Fast deployment/provision of systems

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Maximum flexibility and customisability

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Mapping of a wide variety of use cases (not just ITSM)

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Free and immediate provision of cloud instances

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Question 5 of 34

What are the challenges when updating older OTRS versions to newer ones (e.g. from OTRS 6 to OTRS)?

Incorrect user roles

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Invalid SysConfig entries

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Grey market suppliers OPMS

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Unexpected changes in the ticket processing procedure

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longer downtime of the system

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Question 6 of 34

Based on what can a web service be triggered?

On the basis of a ticket event, for further processing of the ticket data

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Triggered by process management, for further processing of ticket data

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On the basis of a user login to the system

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Based on the number of open tickets in a queue

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Time-based, separated from a ticket

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After successful ticket archiving

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Question 7 of 34

What are examples of typical use cases with web services?

Synchronisation of customers/customer users to OTRS from e.g. SAP

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System monitoring from a monitoring tool such as Nagios

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Automatic provision of email templates from an external system

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Synchronisation of assets from an external system such as JIRA

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Integration of external social media channels for ticket creation

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Bidirectional ticket synchronisation to external systems such as JIRA/ServiceNow/Matrix 42

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TicketClone for migrating an ((OTRS)) to OTRS

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Importing of system configurations

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updating or creating new processes

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Question 8 of 34

Which dynamic field types are there in OTRS? Please tick the correct ones.

Text

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Calculation

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Reference

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Attachment

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Geolocation

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Checkbox

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Configuration Item

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Customer

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E-mail

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Database

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URL

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Timestamp

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Date/Time

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Multiselect

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Web Service

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Question 9 of 34

On what basis can notifications be sent in OTRS?

User logins

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Tickets

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System error logs

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Calendar entries

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Question 10 of 34

Which notification methods are supported in OTRS?

Email

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Fax

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Web view

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Instant messaging (e.g. Teams) using the API

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Push notifications on mobile devices

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Browser notifications

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Question 11 of 34

How can data be imported into the OTRS CMDB?

CSV import

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Import via OTRS XML data feeds

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Import via the Generic Interface

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Connection via an email interface

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Question 12 of 34

What methods are there for managing customer-specific SLAs in OTRS?

Use of queue-based escalation times

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Creation of custom SLA templates for each customer

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Use of customer-specific services in combination with SLAs

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Use of external tools for SLA monitoring and integration into OTRS

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Integrate SLA mapping into process management

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Mapping of customer contracts in a separate CMDB class (contract level)

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Question 13 of 34

What options are there for configuring incoming mailings in OTRS?

POP3/IMAP including secure protocols

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Emails can only be imported manually by an agent.

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Use of the server postfix

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The processing of mails can be controlled via PostMaster filters.

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Use of MDA/MTA

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Mails can be imported directly from an SQL database.

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Question 14 of 34

What should always be done before an OTRS update?

Test the customer portal design in a staging theme first.

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Delete all old tickets so the update runs faster.

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Create a full backup of the system and database before the update.

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Disable all agent accounts permanently before the update.

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Disable incoming mailing

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Question 15 of 34

In a Solution Scenario project, who can perform the provisioning if no additional configuration is required?

The Deployment Management Team

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Only the Product Management Team

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Only the customer’s internal IT team

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An external auditor

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Question 16 of 34

What is the minimum consulting effort described for a customized new vanilla OTRS waterfall project?

4 days: 2 days Conceptual Design and 2 days Provisioning

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1 day for onboarding only

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2 days: 1 day training and 1 day review

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6 days of mandatory managed service transition

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Question 17 of 34

Which role is explicitly recommended to participate in design workshops to get the most out of them?

Process owner or process responsible

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Only procurement staff

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Only end users without project roles

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Only the external hosting provider

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Question 18 of 34

What is true about the Onboarding for Solution Scenarios workshop?

It is optional and offered if the customer wants guided introduction and adaptation.

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It is mandatory for every Solution Scenario delivery.

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It replaces the implementation completely.

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It is only used for database migrations.

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Question 19 of 34

Which of the following is explicitly listed as a ‘Don’t’ for Onboarding for Solution Scenarios?

A completely new setup

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Discussing next steps with the customer

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Demonstrating processes and configurations

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Documenting changes

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Question 20 of 34

What does Configuration Deployment Management/Consulting provide as a baseline?

A fundamentally executable OTRS system

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A fully customized productive system including all integrations by default

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Only a training environment without installation

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Only a project plan without technical setup

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Question 21 of 34

Which component is explicitly mentioned as not being configured by default in Configuration Deployment Management/GCS?

Mail integration

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Queue structure

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Permission concept

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Imprint in the external interface

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Question 22 of 34

What is an important limitation of the OTRS Ticket Transfer Workshop?

Old ticket properties cannot be mapped in a customized way.

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Ticket titles and timestamps are always lost.

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Attachments can never be transferred.

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Only closed tickets can be transferred.

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Question 23 of 34

Which information cannot be transferred during the Ticket Transfer Workshop?

Object links

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Ticket number and title

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Articles with attachments

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Timestamps

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Question 24 of 34

Which version requirement is correct for the Ticket Transfer Workshop?

Source system OTRS Version 5 or higher, target system OTRS Version 8 or higher

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Source and target system must both be Version 8 or higher

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Source system must be Version 3 or higher, target system Version 5 or higher

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Only cloud systems without version requirements are supported

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Question 25 of 34

Which OTRS base package is presented as the most popular option and aimed at integration-focused customers?

Advanced

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Starter

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Pro

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Launch

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Question 26 of 34

Which OTRS package includes 12,000 AI Credits?

Starter

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Pro

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Advanced

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Launch

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Question 27 of 34

If AI Services are not part of a contract, how are they offered by OTRS?

Only through mandatory annual bundles

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Only as part of Premium Services with no separate model

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Through a flexible credit-based model called AI Credits

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Only for on-premise customers with a fixed per-user surcharge

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Question 28 of 34

According to the OTRS service package overview, which AI services are covered by AI Credits?

Only Translation and Chatbot Voice Calls

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Only Knowledge Base Import and Asset Discovery

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Only Ticket Archiving and Queue Optimization

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Summary, Classification, Sentiment and Response Suggestion

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Question 29 of 34

Which documentation output is explicitly mentioned for the Evaluation Workshop and the Requirement Analysis workshop?

Send & Upload Meeting Minutes

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A mandatory BPMN diagram

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A signed source code handover

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A completed LDAP configuration

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Question 30 of 34

What is the main output of the Conceptual Design workshop?

A final productive installation with all integrations completed

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A conceptual design document describing settings, configurations, open topics, To-Dos and the project timeline

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A developer timesheet for billing only

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A marketing presentation for partner recruitment

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Question 31 of 34

What should a Review & Optimization workshop not replace?

The OTRS Academy video training

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The AI Services course

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The Conceptual Design workshop

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The customer portal login setup

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Question 32 of 34

Where should a partner look for the standardized OTRS service descriptions?

Only in the OTRS App

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Only in the public roadmap section

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Only in the security advisories area

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In the external service catalogue at portal.otrs.com

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Question 33 of 34

Where can partners find the official OTRS User Manual and Administration Manual?

In the Documentation section of the OTRS Academy

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Only in the external service catalogue

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Only in the customer support ticket area

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Only in the OTRS app store

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Question 34 of 34

Where can partners watch OTRS training videos anytime and anywhere?

Only in Public Trainings

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In the On-Demand Trainings area of the OTRS Academy

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Only in release notes

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Only in the external interface service catalogue

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OTRS Certification Program – Enabling / Implementation

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