FitSM is an open source service management standard. The FitSM Foundation certification training course teaches you all that you need to know to start benefiting from this standard.

1. FitSM
Foundation Certification
Training Course
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by
MART ROVERS
INTERPROM

2. “What’s Up?”
• FitSM Explained
• Typical Benefits
• Unexpected Benefits
• Four Steps to Compliance
• FitSM Foundation Course
• Wrap-up
Agenda
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3. WHAT’S THE BUZZ?
FitSM Explained
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4. What is
FitSM?
• A lightweight, open source, service
management standard
• A service management standard that keeps
you focused, on-track and sets a clear finish
line
• A proven approach that enables fast adoption
of service management principles
• The standard has been designed to “provide
requirements for establishing, implementing,
maintaining and continually improving a
service management system or SMS”
• The standard “can be used by internal and
external parties to assess the organization’s
ability to meet the organization’s own service
management requirements”
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5. Current State of FitSM
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Currently the documents forming the standard are:
• FitSM-0: Overview and Vocabulary
• FitSM-1: Requirements
• FitSM-2: Objectives and Activities
• FitSM-3: Role Model
• FitSM-4: Selected Templates and Samples
• FitSM-5: Selected Implementation Guides
• FitSM-6: Maturity and Capability Assessment Scheme
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fitsm.itemo.org/

6. FitSM
• Management System-based
Standard
• The SMS:
– Provides ongoing visibility, control
of services and continual
improvement, leading to greater
organizational effectiveness and
efficiency
– Is part of and integrated with the
organization’s processes and
overall management structure
• Service management is considered
in the strategy, design, transition,
delivery, and improvement of services
Characteristics
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7. Contents FitSM-1
Service Management Systems - Requirements
1. Foreword
2. Introduction
3. Scope and applicability
4. Terms and definitions
5. General requirements for a service
management system
GR1 Top management commitment and
responsibility
GR2 Documentation
GR3 Defining the scope of service
management
GR4 Planning service management
GR5 Implementing service management
GR6 Monitoring and reviewing service
management
GR7 Continually improving service
management
6. Process-specific requirements
PR1 Service portfolio management
PR2 Service level management
PR3 Service reporting management
PR4 Service availability & continuity
management
PR5 Capacity management
PR6 Information security management
PR7 Customer relationship management
PR8 Supplier relationship management
PR9 Incident & service request management
PR10 Problem management
PR11 Configuration management
PR12 Change management
PR13 Release & deployment management
PR14 Continual service improvement
management
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8. WHAT’S TYPICAL?
Benefits of FitSM
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9. FitSM
Compliance
1. Increased quality of service and
service performance
2. Increased customer focus
3. Shift from reactive to proactive
organizational culture
4. Improved structure and
transparency of responsibilities and
focus
5. Reduction in the need for frequent
audits
6. Easier to obtain an independent
opinion about your service quality
focus
Typical Internal
Benefits
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10. FitSM Compliance
1. Increased chances of winning
new business
2. Avoidance of financial penalties
and losses due to service level
breaches
3. Enhancement of your name and
reputation
4. Easier compliance with legal and
contractual requirements
5. Internationally accepted
standard
Typical External
Benefits
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11. WHAT’S UNEXPECTED?
Benefits of FitSM
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12. FitSM Compliance
1. Cross-enterprise commitment
2. Cross-enterprise participation
3. Incorporation of service
management practices in existing
practices (to-be)
4. Implementation of a
management system
5. 3rd-Party selection and
integration
6. …Expect the unexpected…
Unexpected
Benefits
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13. WHAT ARE THE FOUR STEPS?
Comply with FitSM
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14. FitSM Compliance
Phases Towards
Compliance
1. Familiarize
2. Adopt
3. Implement
4. Improve
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• Training and Awareness
• Management Commitment
• Program and Project Initiation
• Organizational Change
• Continual Improvement

15. TRAINING COURSE
CHARACTERISTICS
FitSM Foundation
Certification
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16. FitSM Foundation
Certification
Scheme
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Get qualified!

17. FitSM Foundation
1. C-Level Executives (CxOs)
2. Shared Services Directors
3. Service Management Subject Matter
Experts
4. Program/Project Managers
5. Internal/External Auditors
6. Service/Product Managers
7. Process Owners/Managers
8. Consultants/Coaches
9. Anyone who is involved with an
effort to become or uphold FitSM
compliance
Target Audience
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No Prerequisites!

18. FitSM Foundation
• What are some of the definitions of service
management?
• Who in my organization plays a role in service
management? And what are these roles?
• How to establish the service management
system? And what does it take to improve it? How
do I know that it is effective?
• What does it mean to manage service quality?
And what is service performance?
• FitSM-1 has 85 requirements? What are they?
Why do I need them? And what other guidance
does the standard provide?
• What is the path to FitSM-1 compliance?
Training Course
Curriculum
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Get educated!

19. FitSM Foundation
Duration
• 1 day for instructor-led courses
Formats
• Instructor-led
– Live Online
– Onsite
Training Course
Duration and
Formats
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Learn from the best!

20. FitSM Foundation
Examination Institute
• APMG International
Exam
• 20 multiple-choice questions
• 30 minutes exam time
• Paper-based or online
• INTERPROM’s pass rate: 100%
Certification
Exam
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With Exam Prep!

21. FitSM Foundation
Fees per Participant
• Instructor-led
– Live Online: USD $575
– Onsite: USD $975
Training Course
Fees
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Exam included for
Instructor-led!

22. FitSM Foundation
Schedule
• Instructor-led
– Live Online:
https://interpromusa.com/events/?tribe_paged=1&tribe_
event_display=list&tribe-bar-search=FitSM+Foundation
– Onsite:
https://interpromusa.com/contact-us/
Training Course
Schedule
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Sign up and learn!

23. MORE INFORMATION?
Wrap-Up
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24. FitSM
Foundation
More Information
• Visit Us
– https://interpromusa.com/fitsm-
certification-training-2/
• Email Us
– Contact@InterPromUSA.com
• Call Us
– (+1) 480-699-9642
Glad to Help!
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See you soon!

25. About INTERPROM
Elevating Business Performance through:
• Coaching, Training, Workshop and Auditing Services
• Specialty Areas:
• Service Management
• E.g. ISO/IEC 20000, FitSM, ITIL, VeriSM
• Information Security Management
• E.g. ISO/IEC 27001, NIST
• Business Relationship Management
• E.g. ISO 44001, BRMiBOK®
• Organizational Change Management
• E.g. CMBOK®
• IT Governance
• E.g. ISO/IEC 38500, COBIT®
• Business Continuity Management
• E.g. ISO 22301
• Risk Management
• E.g. ISO 31000, MoR®
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26. IF YOU HAVE ANY QUESTIONS OR FEEDBACK, PLEASE DO NOT
HESITATE TO CONTACT US:
CONTACT@INTERPROMUSA.COM / +1 480-699-9642
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