FitSM Foundation Training - SURF

Thursday 28 Nov 2024, 09:00 → 18:00 Europe/Rome

Meeting Room (SURF)

Sy Holsinger (EGI.eu)

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 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.

Don’t miss out on this opportunity to advance your IT service management skills and take your organisation’s service delivery to the next level. Enrol in the FitSM Foundation Training today and begin your journey towards ITSM mastery and professional growth! 

 

Duration

8 hours (plus 30-minute exam)

 

Requirements:

None

 

Exam

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: https://www.fitsm.eu/downloads/

1 Getting Settled-In

2 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

10:00 Break

3 Service Management Processes - SPM, SLM, SRM, SACM, CAPM

• Service management – Processes: Service Portfolio, Service Level, Service Reporting Management, Service Availability and Continuity, Capacity
• Selected sample exam questions

11:30 Break

4 Service management Processes: ISM, CRM, SUPPM, ISRM, PM

• Service management – Processes: Information Security Management, Customer Relationship, Supplier, Incident and Service Request, Problem Management
• Selected sample exam questions

13:00 Lunch

5 Service management – Processes: CONFM, CHM, RDM, CSI

• Configuration, Change, Release and Deployment Management, Continual Service Improvement
• Sample exam & exam preparation

15:15 Break

6 ITSM Implementation and related standards/frameworks

• Benefits, Risks & Challenges of Implementing ITSM
• Related standards and frameworks
• Sample exam & exam preparation

16:45 Break

7 Exam