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FitSM is an exemplary ITSM standard – having grown from a European Commission funded ITSM standards project - The FedSM Project | Foundation training and certification can take place in just ONE day

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.
FitSM Standard diagram
A diagram showing the logic behind the FitSM Standard's structure

Is FitSM an alternative to the IT Infrastructure Library?

  • Absolutely, if an organization wants to focus on the core IT Service Management disciplines and is looking for a fast implementation as a standard
  • Most likely, if people need to be trained on the core and the unnecessary overhead can be avoided. There are up to 80% savings possible compared to other qualifications
  • Unlikely, if the IT Infrastructure Library is intended to be used as a holistic model across the organization, thus leaving out DevOps, Cloud sourcing and agility
FitSM Foundation digital badge

FitSM Foundation

Certify your ability in implementing effective, fundamental IT service management processes.

IT Management
Who is FitSM Foundation for?

Roles involved in managing and operating federated IT services  

What are the key things you will learn?
  • 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
Exam format:
  • 30 minutes
  • Closed book, i.e. no aids are allowed
  • 20 multiple choice questions (four possible answers for each question, one correct answer per question)
  • At least 65% correct answers (13 of 20) are required to pass the examination
FitSM SOC digital badge

FitSM Advanced Service Operation and Control (SOC)

Certify your ability to inform effective control and operation of an organization's services.

IT Management
What is Required?

The FitSM Foundation certificate is a pre-requisite.

Who is FitSM Advanced SOC for?
  • Individuals who have already passed the FitSM Foundation exam.
  • Individuals aiming to fulfil a coordinating role in the ITSM processes related to the planning and delivery of IT services.
  • Candidates who wish to progress to the Expert level of the qualification and certification scheme.
What are the key things you will learn?
  • The general aspects of implementing ITSM, the processes required to operate and control services effectively (according to the FitSM-1 standard), and 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
Exam format
  • 60 minutes
  • Closed book i.e. no aids are allowed
  • 30 multiple choice questions (four possible answers for each questions, one correct answer per question)
  • At least 70% correct answers (21 out of 30) are required to pass the examination
FitSM SPD digital badge

FitSM Advanced Service Planning and Delivery (SPD)

Certify your expertise in service planning and delivery.

IT Management
What is Required?

The FitSM Foundation certificate is a pre-requisite.

Who is FitSM Advanced SPD for?
  • Individuals who have already passed the FitSM Foundation exam.
  • Individuals aiming to fulfil a coordinating role in the ITSM processes related to the operation and control of IT services.
  • Candidates who wish to progress to the Expert level of the qualification and certification scheme.
What are the key things you will learn?
  • 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)
Exam format
  • 60 minutes
  • Closed book i.e. no aids are allowed
  • 30 multiple choice questions (four possible answers for each questions, one correct answer per question)
  • At least 70% correct answers (21 out of 30) are required to pass the examination
FitSM Expert Digital Badge image

FitSM Expert & Auditor

Certify your broader expertise in ITSM and managing an organisational service management system

IT Governance, IT Management, Service Management
What is required?

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

 

Who is FitSM Expert & Auditor 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.

What are the key things you will learn?
  • 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)
Exam format:
  • 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.

FitSM Expert Bridge

A fast-track to FitSM Expert certification for existing service management qualification holders.

IT Governance, IT Management, Service Management
What is Required?

The pre-requisite requirements for this certification correspond to the entry requirements for the Expert Bridge exam (candidates must hold one of the following to be eligible for the Advanced Bridge exam):

  • ITIL Expert
  • ISO/IEC 20000 Consultant Manager
  • ISO/IEC 20000 Associate
  • ISO/IEC 20000 (Lead Auditor)
     
Who is FitSM Expert for?

This three-day course is for individuals who are already “ITSM professionals” to go through the FitSM qualification quicker and achieve FitSM certification with less effort.

What are the key things you will learn?
  • The general aspects of implementing ITSM, the processes required to operate and control services effectively (according to the FitSM-1 standard), and important interfaces in a service management system.
  • The six processes related to service operation and control
  • The eight processes related to the planning and delivery of services
  • 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)
     
Exam format:

For the Expert Bridge Course requires the completion of the Advanced Bridge exam:

  • 60 minutes
  • Closed book i.e. no aids are allowed
  • 30 multiple choice questions (four possible answers for each question, one correct answer per question)
  • At least 70% correct (21 / 30) are required to pass the examination.

Along with the standard Expert level exam:

  • 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.
     

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SFIA Framework

Visit SFIA
The SFIA Framework is the global common reference for skills and competency for the digital world
SFIA is a globally recognised framework that “identifies skills needed for the Information age”. This APMG certification has been mapped against the SFIA Framework to help you see which certifications are most relevant to your professional development.
Knowledge
This certification confirms (endorsement)
Generic attribute Knowledge up to level 3
...
This certification would be useful for (development)
Same as above plus Problem Management level 4, Service Level Management level 4, Incident Management level 4
...
Knowledge
This certification confirms (endorsement)
Generic attribute Knowledge up to level 4, Problem Management up to level 4, Change Control up to level 4, Incident Management up to level 4, Configuration Management up to level 4
...
This certification would be useful for (development)
Same as above plus Problem Management level 5, Change Control level 5, Service Level Management level 5, Configuration Management level 5
...
Knowledge
This certification confirms (endorsement)
Generic attribute Knowledge up to level 4, Methods and Tools up to level 5, Service Level Management up to level 4, Service Catalogue Management up to level 4, Availability Management level 4, Capacity Management level 4, Stakeholder Relationship Management level 4
...
This certification would be useful for (development)
Same as above plus Methods and Tools level 5, Service Level Management level 5, Service Catalogue Management level 5, Availability Management level 5, Capacity Management level 5, Stakeholder Relationship Management level 5
...
Knowledge
This certification confirms (endorsement)
Generic attribute Knowledge up to level 5, Methods and Tools up to level 5, Problem Management up to level 5, Change Control up to level 5, Incident Management up to level 5, Configuration Management up to level 5, Service Level Management up to level 5, Service Catalogue Management up to level 5, Availability Management up to level 5, Capacity Management up to level 5, Stakeholder Relationshipo Management up to level 5
...
This certification would be useful for (development)
Same as above plus Organisational Change Management level 5, Business Process Improvement level 5
...

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FAQs

What is APMG’s role in the FitSM certification program?

APMG has been appointed as an Examination Institute by ITEMO, the owners of FitSM, to accredit training organisations and their trainers to deliver the FitSM certifications.

Do I have to receive training to sit the exam?

Training at Foundation level is not mandatory, however it is recommended. In addition to receiving accredited training, individuals also have the option of self-study to prepare for the examinations. APMG International administer public exam sessions around the world to accommodate those who self-study.

Training at the higher levels (Advanced and Expert) is mandatory.

How do I sit the exams?

Most, if not all, FitSM accredited training organizations include the examination as part of the associated training course. Alternatively, and for individuals who have self-studied, APMG International administer public exam sessions around the world. Sessions are run at certain APMG International offices and are also available online, so that you can sit the exam at home or your workplace at a time that suits you.

How much does it cost to sit the FitSM examinations?

If you are sitting the examination through an accredited training organization, the cost of the exams is generally included in the course fee. APMG International use a global pricing structure, the cost is dependent on where the exams are being sat. To find out the cost in your region, please email the APMG International Service Desk or phone +44 (0)1494 452450.

What are the main publications for FitSM and where can I purchase them?

The FitSM examinations are based on the FitSM standards. The standards are available to download free of charge from the FitSM website.

All parts of the FitSM standard and related material published by the FitSM working group are licensed under a Creative Commons International License.

What examinations are available for FitSM?

There is a one day Foundation course which provides basic IT service management knowledge and introduces the FitSM model.

After passing the Foundation exam, candidates can then take one of the two Advanced level courses: Service Planning and Delivery (SPD) or Service Operation and Control (SOC). Both courses are delivered over 2 days.

Candidates who pass both of the Advanced level examinations can complete the 2 day Expert course, which covers practical aspects of implementing and improving IT service management in a leadership role.

How long will it take to learn the FitSM material?

For individuals self-studying it is almost impossible to say. As all candidates have different experience and amount of time available for study, it varies from person to person.

We suggest you download the FitSM standards and the training materials, and have a look through for yourself before deciding how long you need to spend learning.

FitSM training material can be downloaded for free from the FitSM website.

For those studying with an accredited training organization, the FitSM Foundation courses are generally delivered over one day. Please check with your training provider before booking the course.

How long are the FitSM certifications valid for?

There is no expiry date on the FitSM certificates.

How do I become a FitSM trainer?

To be eligible to apply to become a FitSM trainer, individuals must hold the certificate for the module that you wish to teach. All trainers must be ‘sponsored’ by an APMG accredited training organization.

When will I receive my certificate?

Candidates will be able to claim their digital badge and electronic certificate from their APMG Candidate Portal within two business days of their exam result being issued.

How do I access my digital badge and/or certificate?

You can always access all your electronic certificates and badges via the APMG Candidate Portal. Once you have logged on to the Candidate Portal, click on the ‘Badges and Certificates’ option from the menu bar at the top of screen. From here you should click on the ‘Create Badge/Certificate’ button. This will take you to the Credly platform to create and account and download your badge and certificate.

Step-by-step guidance is available to download from the ‘Badges and Certificates’ area in your Candidate Portal.

Electronic certificates are environmentally friendly, but you can print the certificate yourself at home or work, if required.

If you have any problems with accessing your digital certificate, please contact our Customer Interaction Team - servicedesk@apmg-international.com

Can I earn PMI® PDUs for attending an accredited training course?

It is possible to earn PMI Education PDUs for attending third-party provider training (training courses not offered by a PMI Authorized Training Partner), as long as the training meets the requirements around the skill areas of the PMI Talent Triangle. Please check the PMI website (https://www.pmi.org/certifications/certification-resources/maintain/earn-pdus/education) for further details on how to record your PDUs and what supporting evidence is required.

Which languages are the FitSM exams available in?

FitSM Foundation is available in:

  • Version 3: English, French, German
  • Version 1: German, Portuguese, Brazilian Portuguese & Italian. 

FitSM Advanced Service Operation and Control is available in: English & German.

FitSM Advanced Service Planning and Delivery is available in: English & German.

FitSM Expert is available in: English & German.

FitSM Advance Bridge is available in: English & German.

What is FitSM v3?

Of the FitSM Standard, FitSM-0 & FitSM-1 have been updated to version 3. Other parts are currently in the process of being updated, materials and exams will also be updated to align with these. 

Currently the FitSM Foundation exam and materials are available as v3.

For further queries and updates, please contact sian.newton@apmg-international.com

 

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