FitSM® Expert-Public

FitSM is an exemplary ITSM standard – having grown from a European Commission funded ITSM standards project - The FedSM Project.

Description

Why you need FITSM for your Service Management process system

IT Service Management is a deFacto standard being used in most organisations to organize IT and to streamline Information Technology activities into customer facing services.

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 competences 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, thus 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.

Course Delivery

This is a public class to run onsite.

Exam & Certification

  • 75 minutes
  • Closed book i.e. no aids are allowed
  • 40 multiple choice questions (four possible answers for each question, one correct answer per question)
  • At least 75% correct (30 / 40) are required to pass the examination.

Learning Outcomes

  • Repeat the most important advanced level knowledge on (lightweight) ITSM
  • 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)

Prerequisites

The FitSM Advanced Service Operation and Control (SOC) and FitSM Advanced Service Planning and Delivery (SPD) certificates are pre-requisites.

 

Who Should Attend?

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.