11 Dec FitSM® V3 Foundation

FITSM® v3

INTRODUCTION

Description of the course:

FitSM® v3 is a free and lightweight standards family aimed at facilitating service management in IT service provision. The FitSM standard and associated certification scheme are maintained by the ITEMO (IT Education Management Organisation) FitSM working group. The FitSM standard was initially developed through the FedSM Project, funded by the European Commission.

FitSM® v3 is designed to be compatible with ISO/IEC 20000-1 (requirements for a service management system) international standard and ITIL®. The FitSM process model, requirements, recommended activities and role model targets a lightweight implementation. Equally, it can be applied as a first step to introducing full ITSM, i.e. applying ITIL good practices and/or achieving compliance against ISO/IEC 20000-1.

FitSM® v3 has been improved with regards to its previous version with several changes in many topics it deals with. For instance, some of the major changes concern the Scope & Stakeholders of IT Service Management (where a more clear stakeholder identification and analysis is displayed, as well as a better definition of requirements, critical to provide a better service) and a Continually Improving Service Management (the reference to continual improvement produces a better alignment with ISO/IEC 20000-1).

The main goals of FitSM® v3 are to:

  • Create a clear, pragmatic, lightweight and achievable standard that allows for effective IT service management (ITSM).
  • Offer a version of ITSM which is more accessible for a wider range of environments than traditional ITSM solutions, including federated scenarios.
  • Provide solutions which can be efficiently implemented in organisations ranging from SMEs and start-ups through to large enterprises.
  • Define a baseline of ITSM effectiveness that is achievable but can be expanded if necessary.

Objectives and Summary of Course Content:

Accredited training and certification will help individuals to:

  • Support organizations in achieving 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.
  • Implement the foundations of effective ITSM processes in instances where it is not necessary to implement detailed processes prescribed by other frameworks (e.g. ISO/IEC 20000 and ITIL).

Course Format, Qualifications available, exam pass marks:

FOUNDATION

  • 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

Intended audience:

FitSM® v3 training and certification is designed for all professionals involved in the provision and delivery of IT services.

Course length:

3 days training,

Requirements for homework

During the Course, there will be Exercises and homework assigned to be completed prior to the exam. The official handbook is compulsory, and could be delivered during the course.

FitSM® is a registered trademark of ITEMO e.V. – ITEMO® is a registered trademark of ITEMO e.V. – The APMG International Swirl Device logo is a trademark of The APM Group Limited, used under permission of The APM Group Limited. All rights reserved.