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 consultancy workshop is designed to get started in implementing a Service Management System (SMS) based on FitSM.
Target audience
- Senior Management
- Key personnel charged with setting up, maintaining and improving the Service Management System
Entry requirements
- FitSM Foundation Training (not formally required, but highly recommended)
Contents
- Rationale and scope for implementing service management and top management commitment and support
- Roles and responsibilities for planning/implementation
- Organisation maturity assessment
- Drafting a service portfolio
- Service management planning with overall goals and milestones
- Assessing progress through formal reviews or audits (using FitSM-6; benefits of independent maturity assessments and audits)
- Awareness campaigns and future training
Workshop Outputs
- Identification of top management and process owners/managers
- An initial outline of the Diamond service portfolio
- High-level implementation plan for post-workshop activities
Related downloads
Key FitSM documentation (e.g. templates, samples and guides) can be found here: https://www.fitsm.eu/downloads/
