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FitSM® Advanced Service Planning and Delivery (SPD) - accredited training with exam

kod szkolenia: ZP-FitSM-SPDen / 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 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

Achieve the:

Advanced level certificate in service planning and delivery according to FitSM®.

poziom Średnio zaawansowany

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2 000,00 PLN 2 460,00 PLN brutto

The training is addressed to:

  • 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.

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
  1. FitSM® Foundation wrap-up & ITSM basics
  2. Selected general aspects of establishing a service management system (SMS)
  3. ITSM processes for the planning and delivery of services
  4. ITSM process interfaces and dependencies