FitSM® Advanced Service Operation and Control (SOC) - accredited training with exam
kod szkolenia: ZP-FitSM-SOCen / 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:
- Repeat the most important foundation knowledge on (lightweight) ITSM
- Become familiar with the general aspects of implementing ITSM, the processes required to operate and control services effectively (according to the FitSM-1 standard), and important interfaces in a service management system
- ITSM processes in focus of this training:
- Incident and service request management
- Problem management
- Configuration management
- Change management
- Release and deployment management
- Continual service improvement management
Achieve the:
Advanced level certificate in service operation and control according to FitSM®.
The training is addressed to:
- Individuals aiming to fulfil a coordinating role in the ITSM processes related to the operation and control of IT services
- Candidates who wish to progress to expert level of the qualification and certification scheme.
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: 60 minutes
- 30 multiple choice questions:
- Four possible answers for each question: A, B, C or D
- One correct answer per question
- At least 70% correct answers (21 of 30) are required to pass the examination
The candidate must hold FitSM Foundation Certificate
- Training: English
- Materials: English
- Exam: English
- FitSM® Foundation wrap-up & ITSM basics
- Selected general aspects of establishing a service management system (SMS)
- ITSM processes for the operation and control of services
- ITSM process interfaces and dependencies