Lightweight Service Management for Research Infrastructures: The FitSM Approach

chaired by Giuseppe La Rocca (, Sy Holsinger (
Tuesday, 20 March 2018 from to (Europe/Amsterdam)

To meet customer needs and provide valuable services, it is important to maintain a high quality of service, which requires a well-structured approach to how the service is managed.

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.

Existing approaches to formal IT Service Management (ITSM), such as ITIL and the ISO/IEC 20000 standard are useful but not always well suited to the challenges of providing distributed services, especially federated environments, and can often be seen as overly complex.

This one hour webinar will provide a clear-cut view of how service management, and the lightweight approach provided by the FitSM standard which is suitable for distributed, federated and research services.

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 webinar will have a large discussion element of how FitSM applies to research infrastructures, including how the principles and lessons learned could apply to research infrastructures that provide services requiring physical access.


The webinar is open to anyone. Registration is not required, but recommended prior the event (using the 'Apply here' link below).

Connection Link:

Recording: The Webinar will be recorded.

How to access Adobe Connect:
In order to use all the functionality of the Adobe Connect service you will need to install:

  • the Flashplayer browser plugin, and
  • the Adobe Connect Add-on

There is a webpage you can head to test if your browser is ready to access the meeting:

When you visit this link, a test procedure will start to run, check that you have Flash Player installed, check that you are able to connect to the service, checks your connection speed and if you have the Adobe Connect Add-in installed and working. If you get all green ticks, then you are good to go, otherwise, follow the instructions on the screen to solve your problem. If you don't see the test procedure running at all, then you don't have flash player installed, so follow the 'Download Flashplayer' link provided and install that first.

After all that installing, especially on Windows, it's a good idea to restart your machine, at least close and re-open your browser, just to make sure the installers completed successfully.

NOTE: It is highly recommended that you keep your Flash player up-to-date and you check this page regularly to make sure that your browser is always ready to access a Connect meeting.


  • Problems with Chrome? Please, check this howto guide
  • Problems with Firefox? Please, check this howto guide
  • Problems with installing the Adobe Connect Add-in? Please, check this guide
Participants Sy Holsinger; Giuseppe La Rocca; Milos Mulac; Purbaj Pant
Registration Want to participate? Apply here
Go to day
  • Tuesday, 20 March 2018
    • 15:00 - 15:10 Presenters and Webinar Structure Intro
    • 15:10 - 15:25 Intro to IT Service Management
      -Incl. rationale for research
    • 15:25 - 15:40 History and Overview of FitSM
      Incl. examples of adoption in research/academia
    • 15:40 - 15:45 Training Opportunities
    • 15:45 - 16:00 Open Discussion / Q&A