FitSM Foundation Training - Hinxton - 22 November 2019 (EBI)

Meadow Room, South Building (Wellcome Trust Genome Campus)

Meadow Room, South Building

Wellcome Trust Genome Campus

Hinxton, Cambridge CB10 1SD, United Kingdom
Sy Holsinger (

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 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 is one-day Foundation level course aims to provide the basic IT service management concepts and terms (based on FitSM-0), outline the purpose and structure of FitSM standards and their relationship to other standards and understand the process framework underlying FitSM and requirements defined within it.


  • 8 hours (plus 30-minute exam)

Target audience

  • All individuals involved in the provisioning of (federated) IT services
  • Candidates who wish to progress to the advanced level of the qualification and certification scheme

Entry requirements

  • None


  • Basic IT service management concepts and terms (based on FitSM-0)
  • Purpose and structure of FitSM standards and their relationship to other standards
  • Full process framework underlying FitSM
  • Requirements defined in FitSM-1


  • 30 minutes, at the end of the training
  • 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

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 third-party certification authority

Related downloads

The current version of the FitSM Foundation training slides can be found here:

Training Slides
  • Alberto Eusebi
  • Chandra Deep Tiwari
  • Fábio Madeira
  • James Paton-Smith
  • Javier Navarro
  • Mark Head
  • Mary Santhana Raj
  • Prakash Singh Gaur
  • Ravi Kiran Mahankali
  • Sandeep Kadam
  • Santiago Insua
  • Simon Potter
  • Vahit Tabak
  • Young mi Park
    • 09:00 09:15
      Getting Settled-In
    • 09:15 10:30
      Intro to ITSM and FitSM Standard
      • Service and service management: Introduction, terms and concepts
      • The FitSM standard series & Service management – General aspects
      • Selected sample exam questions
      Convener: Owen Appleton (NA)
      • 09:15
        Coffee/Tea / Getting Settled-In 15m
    • 10:30 10:45
      Coffee Break 15m
    • 10:45 12:15
      Service Management Processes - SPM, SLM, SRM, SACM, CAPM, ISM
      • Service management – Processes: Service Portfolio, Service Level, Service Reporting Management
      • Service management – Processes: Service Availability and Continuity, Capacity, Information Security Management
      • Selected sample exam questions
      Convener: Owen Appleton (NA)
    • 12:15 13:00
      Lunch 45m
    • 13:00 14:45
      Service management Processes: CRM, SUPPM, ISRM, PM, CONFM, CHM, RDM
      • Service management – Processes: Customer Relationship, Supplier, Incident and Service Request, Problem Management
      • Service management – Processes: Configuration, Change, Release and Deployment Management
      • Selected sample exam questions
      Convener: Owen Appleton (NA)
    • 14:45 15:00
      Coffee Break 15m
    • 15:00 16:15
      CSI, ITSM Implementation and related standards/frameworks
      • Service management – Processes: Continual Service Improvement
      • Benefits, Risks & Challenges of Implementing ITSM
      • Related standards and frameworks
      • Sample exam & exam preparation
      Convener: Owen Appleton (NA)
    • 16:15 16:30
      Coffee Break 15m
    • 16:30 17:15