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.
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
Certify your ability in implementing effective, fundamental IT service management processes.
Roles involved in managing and operating federated IT services
- 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
- 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 Advanced Service Operation and Control (SOC)
Certify your ability to inform effective control and operation of an organization's services.
The FitSM Foundation certificate is a pre-requisite.
- 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.
- 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
- 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 Advanced Service Planning and Delivery (SPD)
Certify your expertise in service planning and delivery.
The FitSM Foundation certificate is a pre-requisite.
- 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.
- 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)
- 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 & Auditor
Certify your broader expertise in ITSM and managing an organisational service management system
The FitSM Advanced Service Operation and Control (SOC) and FitSM Advanced Service Planning and Delivery (SPD) certificates are pre-requisites.
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.
- 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)
- 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.
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)
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.
- 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)
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.
