FitSM Advanced Training in Service Operation and Control (Group 1) - Didcot, UK - 4-5 Dec 2019 (STFC)

Europe/London
R78, Training Room (STFC)

R78, Training Room

STFC

Harwell Campus, Didcot OX11 0QX
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 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 

  • Exam scores
  • Certificates for those passing the exam with unique certificate license number, 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
  • Adrian Coveney
  • David Crooks
  • George Patargias
  • Greg Corbett
  • Jeremy Spencer
  • John Kewley
  • Julimar Romero
  • Marcello Armand
  • Miguel Lopez
  • Thomas Dack
  • Wednesday, 4 December
    • 08:30 09:00
      Welcome Coffee / Getting settled in 30m
    • 09:00 10:30
      FitSM Foundation wrap-up & ITSM basics
      Convener: Sy Holsinger (EGI.eu)
    • 10:30 10:45
      Coffee/Tea Break 15m
    • 10:45 12:15
      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)
    • 12:15 13:00
      Lunch 45m
    • 13:00 14:15
      Incident & Service Request Management (ISRM)
      Convener: Sy Holsinger (EGI.eu)
    • 14:15 14:30
      Coffee/Tea 15m
    • 14:30 15:45
      Problem Management (PM)
      Convener: Sy Holsinger (EGI.eu)
    • 15:45 16:00
      Break 15m
    • 16:00 17:15
      Configuration Management (CONFM)
      Convener: Sy Holsinger (EGI.eu)
    • 17:15 17:30
      Wrap-up, Next Day Overview 15m
  • Thursday, 5 December
    • 08:30 09:00
      Coffee / Getting settled in 30m
    • 09:00 10:30
      Change Management (CHM)
      Convener: Sy Holsinger (EGI.eu)
      • 09:00
        Coffee/Tea 15m
      • 09:15
        Coffee/Tea 30m
    • 10:30 10:45
      Coffee/Tea Break 15m
    • 10:45 12:15
      Release & Deployment Management (RDM)
      Convener: Sy Holsinger (EGI.eu)
    • 12:15 13:00
      Lunch 45m
    • 13:00 14:30
      Continual Service Improvement Management (CSI); Process interfaces and dependencies
      • Continual Service Improvement Management (CSI)
      • ITSM process interfaces and dependencies
      • Sample exam & exam preparation
      Convener: Sy Holsinger (EGI.eu)
    • 14:30 15:00
      Coffee/Tea Break/Exam Prep 30m
    • 15:00 17:30
      Exam
      • Exam instructions
      • Exam
      • Provisional individual exam results