FitSM® Expert - accredited training with exam
kod szkolenia: ZP-FitSM-Een / ENG DL 2d
FitSM® is a free and lightweight standards family aimed at facilitating service management in IT service provision.
The FitSM® standard and associated certification scheme are maintained by the ITEMO (IT Education Management Organisation) FitSM working group. The FitSM® standard was initially developed through the FedSM Project, funded by the European Commission.
FitSM® is designed to be compatible with ISO/IEC 20000-1 (requirements for a service management system) international standard and ITIL®. The FitSM® process model, requirements, recommended activities and role model targets a lightweight implementation. Equally, it can be applied as a first step to introducing full ITSM, i.e. applying ITIL® good practices and/or achieving compliance against ISO/IEC 20000-1.
The main goals of FitSM® are to:
- Create a clear, pragmatic, lightweight and achievable standard that allows for effective IT service management (ITSM)
- Offer a version of ITSM which is more accessible for a wider range of environments than traditional ITSM solutions, including federated scenarios
- Provide solutions which can be efficiently implemented in organisations ranging from SMEs and start-ups through to large enterprises
- Define a baseline of ITSM effectiveness that is achievable but can be expanded if necessary
Course objectives
Become familiar with:
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- ITSM-related frameworks and standards
- Understanding the organisational context of delivering and managing services
- Leadership and governance
- Planning and implementing ITSM
- Monitoring, reviewing and improving ITSM
Achieve the Expert level certificate in IT service management according to FitSM issued by a registered Examination Institute.
The training is addressed to:
- Individuals aiming to fulfil the role of internal or external consultant or auditor in the topic area of IT service management (ITSM).
FitSM® training and certification will:
- Support organizations in achieving the first step towards implementing the full set of IT Service Management processes
- Enhance an organization’s provision of IT services using a concise, lightweight and achievable ITSM standard
- Help organizations apply effective ITSM processes in federated environments, where services are managed in cooperation with competing or disparate organizations
- Implement the foundations of effective ITSM processes in instances where it is not necessary to implement detailed processes prescribed by other frameworks (e.g. ISO/IEC 20000 and ITIL®)
- At the end of this training
- Closed book, i.e. no aids are allowed
- Duration: 75 minutes
- 40 multiple choice questions:
- Four possible answers for each question: A, B, C or D
- One correct answer per question
- At least 75% correct answers (30 of 40) are required to pass the examination
The candidate must hold both FitSM Advanced Certificates in Service Planing and Delivery (SPD) and Service Operations and Control (SOC).
- Training: English
- Materials: English
- Exam: English
- Repeat the most important advanced level knowledge on (lightweight) ITSM
- ITSM-related frameworks and standards
- Understanding the organisational context of implementing ITSM (including federation structures and scope setting)
- Leadership and governance (including top management responsibilities, governance practices, effective communication and organisational change management)
- Planning and implementing ITSM (including service management planning, service design and transition and effective documentation)
- Monitoring, reviewing and improving ITSM (including capability & maturity assessment, key performance indicators, managing an audit program and conducting audits)