FiTSM Foundation Training

FiTSM Foundation Training Course Outline

Module 1: IT Service Management: Introduction, Terms and Concepts

• Why IT Service Management is Needed
• Service and Value
• What is a Service?
• What is a Process?
• Organisational Structure vs. Process
• Most Important Elements of a Process
• Service Management System (SMS)
  • Overview
  • Key Terms
  • Key Roles

Module 2: The FitSM Approach and Standards Family

• What is FitSM?
• The FitSM Approach
• ITSM Principles
• ITSM Principles: Plan-Do-Check-Act cycle (PDCA)
• FitSM Key Principles
• FitSM Parts
• FitSM Process Model
• A Possible Grouping of the FitSM processes
• FitSM-0: "Overview and Vocabulary"
• FitSM-1: "Requirements"

Module 3: IT Service Management – General Aspects

• General Aspects: Overview
• ITSM – General Aspects: Top Management
• PDCA Applied to the SMS: Key Concepts
• General Aspects: Summary

Module 4: IT Service Management – Processes

• Service Portfolio Management (SPM)
• Service Level Management (SLM)
• Service Reporting Management (SRM)
• Service Availability and Continuity Management (SACM)
• Capacity Management (CAPM)
• Information Security Management (ISM)
• Customer Relationship Management (CRM)
• Supplier Relationship Management (SUPPM)
• Incident and Service Request Management (ISRM)
• Problem Management (PM)
• Configuration Management (CONFM)
• Change Management (CHM)
• Release and Deployment Management (RDM)
• Continual Service Improvement Management (CSI)

Module 5: Benefits, Risks and Challenges of Implementing IT Service Management

• ITSM: Benefits and Risks in Practice
• Federated IT Service Provisioning
• Comparison with Non-Federated IT Service Provisioning

Module 6: Related Standards and Frameworks

• ITIL, ISO/IEC 20000 and ISO/IEC 27000

Who Should Attend this FiTSM Foundation Training Course?

This FiTSM Foundation Training Course is ideal for individuals looking to enhance their knowledge of IT Service Management (ITSM) practices. It is particularly beneficial for:

• IT Service Management Professionals
• Network and Systems Administrators
• IT Managers and Directors
• IT Support Staff
• Cybersecurity Analysts
• Service Delivery Managers
• Process Improvement Specialists

Prerequisites of FiTSM Foundation Training Course:

There are no formal prerequisites to attend this FiTSM Foundation Training Course. 

FiTSM Foundation Training Course Overview

FiTSM is a standardised approach to managing IT services, ensuring efficient and effective service delivery. Its importance lies in providing organisations with a structured methodology to optimise IT services, increase customer satisfaction, and improve overall service management. The training benefits organisations by enhancing their IT service management processes, reducing risks, and ensuring consistent service quality. For individuals, the training offers a deeper understanding of ITSM practices, enhancing their skills and proficiency in managing IT services. Career-wise, delegates gain a competitive edge in the IT industry by acquiring recognised expertise, opening up opportunities for advancement in IT service management roles.

In this course, delegates will gain a comprehensive understanding of IT Service Management (ITSM) principles, processes, and practices. They will learn the core concepts of the FitSM approach, including the importance of service management systems (SMS) and key roles within ITSM. The course will cover a range of processes such as service portfolio management, incident management, and continual service improvement. Delegates will also explore related standards like ITIL, ISO/IEC 20000, and the PDCA cycle, gaining insights into how these frameworks integrate with FitSM.

Course Objectives:

• To understand IT Service Management concepts and key terms.
• To learn the FitSM approach and ITSM principles.
• To explore the processes involved in IT service management.
• To apply the PDCA cycle to ITSM practices effectively.
• To manage risks and challenges in IT service provisioning.
• To assess the benefits of adopting FitSM in organisations.

After completing this training, delegates will be equipped to implement ITSM processes effectively within their organisations. They will be capable of utilising the FitSM approach to manage IT services, optimise service delivery, and enhance customer satisfaction. Delegates will also be able to apply the PDCA cycle for continual service improvement, manage incidents, and align IT services with business needs.

What’s included in this FiTSM Foundation Training Course?

• World-Class Training Sessions from Experienced Instructors
• FiTSM Foundation Training Certificate
• Digital Delegate Pack

FitSM Foundation Exam Information

The FitSM Foundation Exam tests your knowledge of the FitSM standard for IT service management. The following information provides insight into the current structure of the FitSM Foundation exam.

• Question Type: Multiple Choice
• Total Questions: 20
• Total Marks: 20 Marks
• Pass Mark: 65%, or 13/20 Marks
• Duration: 30 Minutes
• Open Book/Closed Book: Closed Book