FitSM Advanced Training in Service Operation and Control - Cambridge - 13-15 Nov 2017 (EMBL-EBI)

13 Nov 2017, 12:45 → 15 Nov 2017, 12:45 Europe/London

Training Room 2 (EMBL-EBI (South Building))

Sy Holsinger (EGI.eu)

IT Service Management is a discipline that helps provide services with a focus on customer needs and in a professional manner. It is widely used in the commercial and public sectors to manage IT services of all types, but current solutions are very heavyweight with high barriers to entry.

FitSM is a lightweight approach to professionally managing services. It brings order and traceability to a complex area and provides simple, practical support in getting started with ITSM. FitSM training and certification provides crucial help in providing services and improving their management. It provides a common conceptual and process model, sets out straightforward and realistic requirements and links them to supporting materials.

This two-day Advanced level course aims to provide individuals with deeper knowledge into the ITSM processes focusing on service operation and control.

Duration

• 15 hours (plus 60-minute exam)

Target audience

• 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 expert level of the qualification and certification scheme

Entry requirements

• Must hold FitSM Foundation Certificate

Contents

• Repeat the most important foundation knowledge on (lightweight) ITSM
• Become familiar with the general aspects of implementing ITSM, the processes required to plan and deliver services effectively (according to the FitSM-1 standard), and important interfaces in a service management system.
• ITSM processes in focus of this training:
  • Incident and service request management
  • Problem management
  • Configuration management
  • Change management
  • Release and deployment management
  • Continual service improvement

Exam

• 60 minutes, at the end of the training
• 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 answers (21 of 30) are required to pass the examination

Training Outputs
The outputs of the training are as follows:

• Exam results/scores (provided by certification authority)
• Printed certificates for those passing the exam with unique certificate license number (available for downloaded once exams are corrected by certification authority)

Related downloads
The current version of the FitSM Advanced training slides and other material can be found here: http://fitsm.itemo.org/fitsm-downloads

FitSM-2 FitSM-2_Objectives_and_activities_v2.2.pdf

Self-Study FitSM_Advanced_Training_Self-study_V2.2.pptx

Monday, 13 November

12:45 Getting settled in

FitSM Foundation wrap-up & ITSM basics

Convener: Sy Holsinger (EGI.eu)

14:30 Coffee/Tea Break

Selected general aspects of establishing a service management system (SMS)

Top management responsibility
– Commitment and leadership
– Governance and policies
Documentation
– Documents and records
– Document control
Defining the scope of service management
The PDCA cycle applied to the SMS
– Planning service management (PLAN)
– Implementing service management (DO)
– Monitoring and reviewing service management (CHECK)
– Continually improving service management (ACT)

Convener: Sy Holsinger (EGI.eu)

16:45 Wrap-up, Next Day Overview

Tuesday, 14 November

09:00 Getting settled in

Incident & Service Request Management (ISRM)

Convener: Sy Holsinger (EGI.eu)

10:30 Coffee/Tea Break

Problem Management (PM)

Convener: Sy Holsinger (EGI.eu)

12:15 Lunch

Configuration Management (CONFM)

Convener: Sy Holsinger (EGI.eu)

14:00 Coffee/Tea Break

Change Management (CHM)

Convener: Sy Holsinger (EGI.eu)

14:15 Coffee/Tea

14:30 Coffee/Tea

15:30 Coffee/Tea Break

Release & Deployment Management (RDM)

Convener: Sy Holsinger (EGI.eu)

Wednesday, 15 November

09:00 Getting settled in

Continual Service Improvement (CSI); Process interfaces and dependencies

• Continual Service Improvement Management (CSI)
• ITSM process interfaces and dependencies
• Sample exam & exam preparation

Convener: Sy Holsinger (EGI.eu)

10:15 Coffee/Tea / Exam Prep

Exam

• Exam Overview by TUV SUD Invigilator
• Exam
• Individual Results