FitSM Foundation Training - Remote - 25-26 March 2021 - NeIC


Zoom (passcode see email)
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 an open, lightweight standard for 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 delivering 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.

Through FitSM, the aim is to conduct effective IT service management in the EOSC federated environment and achieving a baseline level of ITSM, which can also act in support of ‘management interoperability’ in federated environments (e.g. EOSC).  

In addition, participants have an opportunity to receive a formal certification backed by certification authority APMG for anyone successfully passing the exam (20 multiple choice questions, 13 required to pass).

This one-day Foundation level course (being run over 1 1/2 half days to compensate for being held remotely) provides an agnostic introduction to the basic IT service management concepts and terms, outlines the purpose and structure of FitSM standards and their relationship to other standards, and details the formal requirements defined within it.


  • 10 hours (plus 30-minute exam)

Note: 8-hour standard FitSM Foundation training slightly extended due to experience of delivering courses remotely

Target audience

  • All individuals involved in the provisioning of (federated) IT services.
  • Candidates who wish to progress to 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 - 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 certification authority APMG

Related downloads

The current versions of all parts of the FitSM standard can be found here:


Registration Form
  • Andrei Plamada
  • Christian Søttrup
  • Darren Starr
  • Dejan Vitlacil
  • Erik Edelmann
  • Florido Paganelli
  • Gianfranco Sciacca
  • Jens Larsson
  • Krishnaveni Chitrapu
  • Maiken Pedersen
  • Mattias Wadenstein
  • Niklas Edmundsson
  • Oxana Smirnova
  • Petter A. Urkedal
  • Ville Salmela
  • Vincent Garonne
  • Thursday, 25 March
    • 08:45 09:00
      Log in, set up, round table 15m
      Speaker: Sy Holsinger (
    • 09:00 10:30
      Service and service management: Introduction, terms and concepts 1h 30m
      Speaker: Sy Holsinger (
    • 10:30 10:45
      Break 15m
    • 10:45 12:00
      The FitSM standard series & Service management – General aspects, Exam questions 1h 15m
      Speaker: Sy Holsinger (
    • 12:00 13:00
      Lunch 1h
    • 13:00 14:15
      Service management – Processes: SPM, SLM, SRM 1h 15m
      Speaker: Sy Holsinger (
    • 14:15 14:30
      Break 15m
    • 14:30 15:45
      Service management – Processes: SACM, CAPM, ISM, Exam questions 1h 15m
      Speaker: Sy Holsinger (
    • 15:45 16:00
      Break 15m
    • 16:00 16:45
      Service management – Processes: CRM, SUPPM. Wrap up for the day 45m
      Speaker: Sy Holsinger (
    • 16:45 17:00
      Additional discussion / backup time 15m
      Speaker: Sy Holsinger (
    • 08:45 09:00
      Log in, set up 15m
      Speaker: Sy Holsinger (
    • 09:00 10:15
      Service management – Processes: ISRM, PM, CONFM 1h 15m
      Speaker: Sy Holsinger (
    • 10:15 10:30
      Break 15m
    • 10:30 11:45
      Service management – Processes: CHM, RDM, CSI, Exam questions 1h 15m
      Speaker: Sy Holsinger (
    • 11:45 12:00
      Break 15m
    • 12:00 13:00
      Benefits, Risks & Challenges of Implementing ITSM, Related standards and frameworks, Exam prep 1h
      Speaker: Owen Appleton (
    • 13:00 14:00
      Break, pre exam 1h
    • 14:00 15:00
      Exam 1h
      Speaker: Owen Appleton (