IT-Service-Management Foundation
This course shows you how to implement IT Service Management (ITSM) in a pragmatic, clear and simple way. The focus is on the concrete application of proven processes for smooth IT operations.
Optionally, you can obtain the FitSM® Foundation certification after this course.
Main Topics
The Service Management Foundation course teaches the basics of service management in two days, focusing on the most important processes to ensure smooth IT operations. FitSM® forms the basis for this course. The optional FitSM® Foundation certification can be obtained after this course. FitSM® was designed to be compatible with the ISO/IEC 20000-1 standard (requirements for a service management system) and the IT Infrastructure Library (ITIL). Although the FitSM® process model, requirements, recommended activities, and role model are aimed at a lightweight implementation, FitSM® can also be used as a first step towards a “full-fledged” ITSM implementation, for example using ITIL® Good Practices and/or aiming at conformance with ISO/IEC 20000-1.
Goals
- IT service management: introduction, terms & concepts
- The family of FitSM® standards
- IT service management – general aspects
- IT Service Management – 14 processes
- IT service management - success factors (service culture, value creation, continuous improvement, governance and systematic approach)
- Benefits, risks & challenges of implementing IT Service Management
- Related Standards & Frameworks
Requirements
No formal requirements
Target Audience
- All IT employees who want to become familiar with the basic processes
- Service Manager
- IT Project Manager
- IT Manager
- IT Coordinators
- Business Analysts
Certificate
The optional FitSM Foundation certificate is a recognized proof of the necessary knowledge for the implementation of functioning IT Service Management processes, awarded by APMG.
Exam language English / German
Teaching Materials
Teaching material in English includes:
- Student workbook
- Slideshow
- Exam simulator
- Documents about the FitSM® Core Standard
- Templates for practical application
Execution
- Class with max. 15 participants
- Can be carried out with the following simulations: