FitSM® Training
Improve IT service quality and efficiency within your organisation.
What is FitSM®?
FitSM® is an IT Service Management standard designed for professionals who wish to be quickly recognized for having the competences needed to implement effective ITSM processes – without delving into the intense, and often unused detail of other service management frameworks.
While best practices lack some elements for standardisation, FitSM® has been designed to implement auditable standards in core processes, thus focusing on the essentials in IT Service Management.
FitSM® is designed to be compatible with the International Standard ISO/IEC 20000-1 (requirements for a service management system) and the IT Infrastructure Library (ITIL). Although the FitSM® process model, requirements, recommended activities and role model target a lightweight implementation, it can act as a first step to introducing full ITSM, i.e. applying ITIL good practices, achieving compliance against ISO/IEC 20000-1, or both.
A certified FitSM® professional will be able to demonstrate an understanding of;
- the basic IT service management concepts and terms
- the purpose and structure of FitSM® standards – and their relationship to other standards
- the process framework underpinning FitSM®
- the requirements defined in FitSM® – enabling you to adopt implementation more quickly and efficiently.
A certified FitSM® professional will also be able to:
- Help organizations achieve the first step towards implementing the full set of IT Service Management processes.
- Enhance an organization’s provision of IT services – using a concise, lightweight and achievable ITSM standard
- Help organizations apply effective ITSM processes in federated environments – where services are managed in cooperation with competing or disparate organizations.
- Successfully manage specific ITSM processes.
- Implement the foundations of effective ITSM processes – in instances where it is not necessary to implement the detailed processes delivered by other frameworks like ISO/IEC 20000.
- Adopt effective IT processes by using a checklist model and assessment tool.
Why you need FitSM® for your Service Management process system
Originally, the IT Infrastructure Library provided the core guidance by means of a Best Practice for organisations to fulfill this purpose. However, with very few exceptions, only a few processes are adopted and these are mainly in customer interfacing IT support.
FitSM® is designed for professionals who wish to be quickly recognized for having the competencies needed to implement effective ITSM processes – without delving into the intense detail of other frameworks.
While best practices lack some elements for standardisation, FitSM® has been designed to implement auditable standards in these core processes, focusing on the essentials in IT Service Management.
With FitSM® in place, organizations can achieve;
- the steps towards implementing the full set of IT Service Management processes
- enhancing an organization’s provision of IT services – using a concise, lightweight and achievable ITSM standard
- application of effective ITSM processes in federated environments – where services are managed in cooperation with competing or disparate organizations
- successful management of specific ITSM processes
- implementation of the foundations of effective ITSM processes – in instances where it is not necessary to implement the detailed processes delivered by other frameworks like ISO/IEC 20000
- adoption of effective IT processes through checklists and maturity assessment.
A certified FitSM® professional will be able to demonstrate understanding of;
- the basic IT service management concepts and terms
- the purpose and structure of FitSM standards – and their relationship to other standards
- the process framework underpinning FitSM
- the requirements defined in FitSM – enabling you to adopt implementation more quickly and efficiently.
A certified FitSM® professional will also be able to;
- Help organizations achieve the first step towards implementing the full set of IT Service Management processes
- Enhance an organization’s provision of IT services – using a concise, lightweight and achievable ITSM standard
- Help organizations apply effective ITSM processes in federated environments – where services are managed in cooperation with competing or disparate organizations
- Successfully manage specific ITSM processes
- Implement the foundations of effective ITSM processes – in instances where it is not necessary to implement the detailed processes delivered by other frameworks like ISO/IEC 20000
- Adopt effective IT processes by using a checklist model and assessment tool.
Is FitSM® an alternative to the IT Infrastructure Library (ITIL)?
- If an organization wants to focus on the core IT Service Management disciplines and is looking for a fast implementation as a standard, then FitSM is a great alternative.
- Where people need to be trained on the core processes, and the unnecessary overhead can be avoided, FitSM offers savings of up to 80% compared to other qualifications.
A FitSM® Foundation qualification will certify your ability in implementing effective, fundamental IT service management processes.
The FitSM® Foundation course is for:
- All roleplayers involved in managing and operating federated IT services.
- Those looking to manage a specific process, or just increase their overall experience in (federated) ITSM.
The FitSM® Foundation course covers:
- The basic IT service management concepts and terms
- The purpose and structure of FitSM® standards – plus their relationship to other standards
- The process framework underpinning FitSM®
- The requirements defined in FitSM® – enabling you to adopt implementation more quickly and efficiently.
About the FitSM® Foundation Exam:
The FitSM® Foundation exam is a 30 minutes examination comprising 20 multiple choice questions. This exam is closed book (no study aids are allowed).
A pass mark of 65% (13/20) is required to achieve certification.
Please note that the FitSM® Foundation certificate is an entry requirement for this course and exam.
The two-day FitSM® Advanced Service Operation and Control (SOC) course is for:
- Individuals who have already passed the FitSM® Foundation exam.
- Individuals who aim to fulfill a coordinating role in the ITSM processes related to the operation and control of IT services.
- Candidates who wish to progress to expert level of the qualification and certification scheme.
The objectives of this course are to provide individuals with an understanding of:
- The general aspects of implementing ITSM, the processes required to operate and control services effectively (according to the FitSM-1 standard), and the important interfaces in a service management system.
- The six processes related to service operation and control:
- Incident and service request management
- Problem management
- Configuration management
- Change management
- Release and deployment management
- Continual service improvement management
About the FitSM® Advanced Service Operation and Control (SOC) Exam:
The exam is a 60 minute, closed book exam. This exam comprises 30 multiple choice questions and a minimum 21 correct answers (70%) are required to pass.
Please note that the FitSM® Foundation Certificate is an entry requirement for this course and exam.
The two-day FitSM® Advanced Service Planning and Delivery (SPD) course is for:
- Individuals who have already passed the FitSM® Foundation exam.
- Individuals who aim to fulfill a coordinating role in the ITSM processes related to the planning and delivery of IT services..
- Candidates who wish to progress to expert level of the qualification and certification scheme.
The objectives of this course are to provide individuals with an understanding of:
- The eight processes related to the planning and delivery of services:
- Service Portfolio Management (SPM)
- Service Level Management (SLM)
- Service Reporting Management (SRM)
- Service Availability & Continuity Management (SACM)
- Capacity Management (CAPM)
- Information Security Management (ISM)
- Customer Relationship Management (CRM)
- Supplier Relationship Management (SUPPM)
About the FitSM® Advanced Service Operation and Control (SPD) Exam:
The exam is a 60 minute, closed book exam. This exam comprises 30 multiple choice questions and a minimum 21 correct answers (70%) are required to pass.
Please note that the two FitSM® Advanced Certifications are an entry requirement for this course and exam.
The two-day FitSM® Expert course is for:
- This two-day Expert level course aims to provide those fulfilling senior roles in IT Service Management such as process owners, process managers, consultants or auditors. Expert level topics cover organisational contexts; leadership and governance aspects; planning, implementing, monitoring, reviewing, and improving ITSM.
The objectives of this course are to provide individuals with a recap of the most important advanced level knowledge, and an understanding of:
- ITSM-related frameworks and standards
- Understanding the organisational context of implementing ITSM (including federation structures and scope setting)
- Leadership and governance (including top management responsibilities, governance practices, effective communication and organisational change management)
- Planning and implementing ITSM (including service management planning, service design and transition and effective documentation)
- Monitoring, reviewing and improving ITSM (including capability & maturity assessment, key performance indicators, managing an audit program and conducting audits).
About the FitSM® Expert Exam:
The exam is a 75 minute, closed book exam. This exam comprises 40 multiple choice questions and a minimum 30 correct answers (75%) are required to pass.
We have the following IT Service Management courses coming up:
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FitSM® is a registered trademark of ITEMO e.V.