Course Details
Course Code: FSME; Duration: 2 Days; Instructor-led
FitSM® Expert is an advanced-level training program designed for IT professionals who want to deepen their knowledge and expertise in IT service management. The course focuses on providing learners with an in-depth understanding of the key concepts, principles, and practices of the FitSM® standard.
Through this course, learners will gain knowledge and skills in all aspects of IT service management, including service strategy, service design, service transition, service operation, and continual service improvement. They will also learn how to implement and manage the FitSM® standard to improve service quality, efficiency, and alignment with business needs.
FitSM® Expert is an interactive course that combines theoretical knowledge with practical exercises, case studies, and group discussions. The course is designed to equip learners with the necessary skills and knowledge to become a certified FitSM® Expert and drive continuous improvement in IT service management.
Audience
Individuals aiming to fulfil the role of internal or external consultant or auditor in the topic area of IT service management (ITSM).
Prerequisites
Must hold both FitSM Advanced Certificates in Service Planing and Delivery (SPD) and Service Operations and Control (SOC).
Methodology
This program will be conducted with interactive lectures, PowerPoint presentation, discussions and practical exercise.
Course Objectives
Upon completion of this program, participants should be able to:
- Understand the key concepts, principles, and practices of the FitSM® standard and how it can be applied to improve IT service management.
- Apply their knowledge and skills to develop and implement effective service strategies, designs, transitions, and operations.
- Manage service portfolios, catalogs, and service level agreements (SLAs) to ensure alignment with business needs and expectations.
- Collaborate with stakeholders, manage resources, and optimize service performance to meet organizational goals and objectives.
- Drive continuous improvement in IT service management and maintain alignment with evolving business needs and expectations.
Outlines
Module 1: FitSM Foundation & Advanced wrap-up
- What is a service?
- IT service management
- Service management system (SMS)
- Policies and processes
- Activities and procedures
- What is a process?
Module 2: ITSM-related frameworks and standards
- FitSM
o FitSM parts
o FitSM logic
o FitSM: Process model - ITIL
o ITIL: Structure
o ITIL V3 / 2011: Process model - COBIT
o COBIT 5: Key principles
o COBIT: Governance vs. management
o COBIT 5: Goals cascade to meet stakeholder needs
o COBIT 5: Enabler
o COBIT 5: Process reference model - ISO 9000
o ISO 9000: Quality management principles
o ISO 9001: High Level Structure - ISO/IEC 20000
o ISO/IEC 20000-1: Overview
o ISO 20000-1: ITSM process topics (8.2 to 8.4) & (8.5 to 8.7) - ISO/IEC 27000
o ISO/IEC 27000: The family of ISMS standards
o ISO/IEC 27001 & ISO/IEC 27002
Module 3: Understanding the organizational context of managing and delivering service
- Challenges in federated IT service provisioning
- Defining the scope of service management
Module 4: Leadership and governance
- Effective policies
- Effective communication
- Governing value-generation through IT services
- Governing risk in ITSM
- Other governance disciplines
- Governing transparency in ITSM
- Governing the use of resources for ITSM
- Governing processes operated by third parties
Module 5: Planning and implementing services and ITSM (PLAN, DO)
- Requirements according to FitSM-1
- Creating and maintaining a service management plan
- Defining and assigning roles and responsibilities
- ITSM training and awareness
- Managing organisational change
- Planning and implementing new or changed services
Module 6: Monitoring, reviewing and improving services and ITSM (CHECK, ACT)
- Requirements according to FitSM-1
- Compliance, effectiveness and efficiency
- Key performance indicators
- Managing an audit programme and conducting audits
- Capability and maturity assessment
