FitSM Advanced Training in Service Planning and Delivery (SPD) - Amsterdam - 18-20 Nov 2019

Europe/Amsterdam
VK3 (Ground Floor) (Amsterdam Science Park, 140)

VK3 (Ground Floor)

Amsterdam Science Park, 140

Amsterdam, Netherlands 1098XG
Malgorzata Krakowian (EGI.eu) , Sy Holsinger (EGI.eu)
Description

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 planning and delivery.

Training Prices

  • For EOSC related project consortium members
    • Free: this course is partially funded by the EC H2020 EOSC-hub project, therefore costs are being covered for EOSC related projects, both the training course cost as well as the exam fee (€160 charged by certification authority APMG).
    • Any desired print-outs are the responsibility of the participant, electronic copies will be provided to all participants for free
    • Registration required via Indico
  • For Non-EOSC project consortium members, the training course is open to participants with the following associated costs:
    • €799 - Base Training Fee*
    • €679 - EGI Participant Discounted Training Fee (e.g. NGI/EIRO)*
    • €160 - Exam Fee (charged by certification authority APMG)
      • Required for formal certification
    • €40 - Print-outs (optional)
      • For those who prefer to have a printed copy of the training material (i.e. Training slides; FitSM-2 Objectives and Activities).
      • Electronic copies will be provided to all participants for free.
    • Registration and payment required via Eventbrite

*Prices include lunch, coffee breaks, room facilities, administration overhead, EGI Foundation is VAT exempt for delivery of professional training courses.

Duration

  • 15 hours (plus 60-minute exam)

Target audience

  • 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

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:
    • Service portfolio management (SPM)
    • Service level management (SLM)
    • Service reporting management (SRM)
    • Service availability and continuity management (SACM)
    • Capacity management (CAPM)
    • Information security management (ISM)
    • Customer relationship management (CRM)
    • Supplier relationship management (SRM)

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 

  • Exam scores
  • Certificates for those passing the exam with unique certificate license number 

*Communication of results, and availability for download through personal client area, provided by the certification authority APMG.

Related downloads

The current version of the FitSM Advanced training slides and other material can be found here: https://www.fitsm.eu/downloads/

Self-Study
Participants
  • Chris Ariyo
  • Elisa Cauhe
  • Erja Kortelainen
  • Juha Hopia
  • Leah Riungu-Kalliosaari
  • Matti Heikkurinen
  • Susheel Varma
  • Tibor Kálmán
  • Toni Nurmi
    • 12:45 13:00
      Getting settled in 15m VK3 (Ground Floor)

      VK3 (Ground Floor)

      Amsterdam Science Park, 140

      Amsterdam, Netherlands 1098XG
    • 13:00 14:30
      FitSM Foundation wrap-up & ITSM basics VK3 (Ground Floor)

      VK3 (Ground Floor)

      Amsterdam Science Park, 140

      Amsterdam, Netherlands 1098XG
      Convener: Malgorzata Krakowian (EGI.eu)
    • 14:30 15:00
      Coffee/Tea Break 30m VK3 (Ground Floor)

      VK3 (Ground Floor)

      Amsterdam Science Park, 140

      Amsterdam, Netherlands 1098XG
    • 15:00 16:45
      Selected general aspects of establishing a service management system (SMS) VK3 (Ground Floor)

      VK3 (Ground Floor)

      Amsterdam Science Park, 140

      Amsterdam, Netherlands 1098XG

      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: Malgorzata Krakowian (EGI.eu)
    • 16:45 17:00
      Wrap-up, Next Day Overview 15m VK3 (Ground Floor)

      VK3 (Ground Floor)

      Amsterdam Science Park, 140

      Amsterdam, Netherlands 1098XG
    • 09:00 10:30
      Service Portfolio Management (SPM) VK1 (Ground Floor)

      VK1 (Ground Floor)

      Amsterdam Science Park, 140

      Convener: Sy Holsinger (EGI.eu)
    • 10:30 10:45
      Coffee/Tea Break 15m VK1 (Ground Floor)

      VK1 (Ground Floor)

      Amsterdam Science Park, 140

    • 10:45 12:15
      Service Level Management (SLM); Service Reporting Management (SRM) VK1 (Ground Floor)

      VK1 (Ground Floor)

      Amsterdam Science Park, 140

      • Service Level Management (SLM)
      • Service Reporting Management (SRM)
      Convener: Sy Holsinger (EGI.eu)
    • 12:15 13:00
      Lunch 45m VK1 (Ground Floor)

      VK1 (Ground Floor)

      Amsterdam Science Park, 140

    • 13:00 14:30
      Service Availability & Continuity Management (SACM) VK1 (Ground Floor)

      VK1 (Ground Floor)

      Amsterdam Science Park, 140

      Convener: Malgorzata Krakowian (EGI.eu)
    • 14:30 14:45
      Coffee Break 15m VK1 (Ground Floor)

      VK1 (Ground Floor)

      Amsterdam Science Park, 140

    • 14:45 16:00
      Capacity Management (CAPM) VK1 (Ground Floor)

      VK1 (Ground Floor)

      Amsterdam Science Park, 140

      Convener: Malgorzata Krakowian (EGI.eu)
    • 16:00 16:15
      Coffee Break 15m VK1 (Ground Floor)

      VK1 (Ground Floor)

      Amsterdam Science Park, 140

    • 16:15 17:45
      Information Security Management (ISM) VK1 (Ground Floor)

      VK1 (Ground Floor)

      Amsterdam Science Park, 140

      Convener: Malgorzata Krakowian (EGI.eu)
    • 17:45 18:00
      Wrap-up, Next Day Overview 15m VK1 (Ground Floor)

      VK1 (Ground Floor)

      Amsterdam Science Park, 140

    • 09:00 10:30
      Customer and Supplier Relationship Management; Process interfaces and dependencies VK3 (Ground Floor)

      VK3 (Ground Floor)

      Amsterdam Science Park, 140

      Amsterdam, Netherlands 1098XG
      • Customer relationship management (CRM)
      • Supplier relationship management (SUPPM)
      • ITSM process interfaces and dependencies
      • Sample exam & exam preparation
      Convener: Sy Holsinger (EGI.eu)
    • 10:30 11:00
      Coffee / Exam Prep 30m VK3 (Ground Floor)

      VK3 (Ground Floor)

      Amsterdam Science Park, 140

      Amsterdam, Netherlands 1098XG
    • 11:00 12:30
      Exam VK3 (Ground Floor)

      VK3 (Ground Floor)

      Amsterdam Science Park, 140

      Amsterdam, Netherlands 1098XG