Lightweight Service Management for Research Infrastructures: The FitSM Approach

Giuseppe La Rocca ( , Sy Holsinger (

To meet customer needs and provide valuable services, it is important to maintain a high quality of service, which requires a well-structured approach to how the service is managed.

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.

Existing approaches to formal IT Service Management (ITSM), such as ITIL and the ISO/IEC 20000 standard are useful but not always well suited to the challenges of providing distributed services, especially federated environments, and can often be seen as overly complex.

This one hour webinar will provide a clear-cut view of how service management, and the lightweight approach provided by the FitSM standard which is suitable for distributed, federated and research services.

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 provide 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 webinar will have a large discussion element of how FitSM applies to research infrastructures, including how the principles and lessons learned could apply to research infrastructures that provide services requiring physical access.


The webinar is open to anyone. Registration is not required, but recommended prior the event (using the 'Apply here' link below).

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Video/Audio Recording
    • 15:00 15:10
      Presenters and Webinar Structure Intro
    • 15:10 15:25
      Intro to IT Service Management

      -Incl. rationale for research

    • 15:25 15:40
      History and Overview of FitSM

      Incl. examples of adoption in research/academia

    • 15:40 15:45
      Training Opportunities
    • 15:45 16:00
      Open Discussion / Q&A