FitSM Advanced Training in Service Planning and Delivery (SPD) - PITHIA - 12-13 July 2023

Europe/Amsterdam
Zoom

Zoom

https://us02web.zoom.us/j/83436887918?pwd=dER2L2k3YmR5bW44UHRwblVobWpUQT09
Thomas Schaaf (Ludwig-Maximilians-Universität München)
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.

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 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
    • Service level management
    • Service reporting management
    • Service availability and continuity management
    • Capacity management
    • Information security management
    • Customer relationship management
    • Supplier relationship management

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/

Participants
  • Carl-Fredrik Enell
  • Elia Bellussi
  • Ignacio Lamata Martinez
  • Maria Mihalikova
  • Renato Santana
  • Xavier Salazar Forn
  • Wednesday, 12 July
    • 08:45 09:00
      Welcome Coffee / Getting settled in 15m
    • 09:00 09:30
      FitSM Foundation wrap-up & ITSM basics
      Convener: Thomas Schaaf (Ludwig-Maximilians-Universität München)
    • 09:30 10:00
      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: Thomas Schaaf (Ludwig-Maximilians-Universität München)
    • 10:00 10:15
      Coffee/Tea Break 15m
    • 10:15 11:15
      Service Portfolio Management (SPM)
      Convener: Thomas Schaaf (Ludwig-Maximilians-Universität München)
    • 11:15 11:30
      Coffee/Tea Break 15m
    • 11:30 12:30
      Service Level Management (SLM)
      • Service Level Management (SLM)
      Convener: Thomas Schaaf (Ludwig-Maximilians-Universität München)
    • 12:30 13:30
      Lunch 1h
    • 13:30 14:30
      Service Reporting Management (SRM)
      Convener: Thomas Schaaf (Ludwig-Maximilians-Universität München)
    • 14:30 14:45
      Coffee/Tea Break 15m
    • 14:45 15:45
      Service Availability & Continuity Management (SACM)
      Convener: Thomas Schaaf (Ludwig-Maximilians-Universität München)
    • 15:45 16:00
      Coffee/Tea Break 15m
    • 16:00 17:00
      Capacity Management (CAPM)
      Convener: Thomas Schaaf (Ludwig-Maximilians-Universität München)
    • 17:00 17:15
      Wrap-up, Next Day Overview 15m
    • 08:45 09:00
      Coffee / Getting settled in 15m
    • 09:00 10:00
      Information Security Management (ISM)
      Convener: Thomas Schaaf (Ludwig-Maximilians-Universität München)
    • 10:00 10:15
      Coffee/Tea 15m
    • 10:15 11:15
      Customer Relationship Management (CRM)
      • Customer relationship management (CRM)
      Convener: Sy Holsinger (EGI.eu)
    • 11:15 11:30
      Coffe/Tea Break 15m
    • 11:30 12:15
      Supplier Relationship Management (SUPPM)
      Convener: Thomas Schaaf (Ludwig-Maximilians-Universität München)
    • 12:15 13:15
      Lunch 1h
    • 13:15 14:00
      Process interfaces and dependencies & Roles in an SMS
    • 14:00 14:45
      Summary & Exam preparation (incl. sample exam)
    • 14:45 15:00
      Coffee/Tea/Exam Prep 15m
    • 15:00 16:30
      Exam
      • Exam instructions
      • Exam
      • Provisional individual exam results