FitSM® Advanced Service Operation & Control

FitSM Advanced Service Operation and Control (SOC) is a training course that equips professionals with the knowledge and skills to effectively manage and control service operations in IT service management. Participants will gain a comprehensive understanding of service operation processes, including incident management, problem management, request fulfillment, event management, and access management, as well as learn how to measure performance, manage SLAs, and ensure compliance with regulations and standards.

> 65,000

students trained since 2001

> 60,000

professionals certified

Experienced consultants

are the trainers

Category
IT Service Management

Certificate
FitSM® Advanced Service Operation & Control (SOC)

Duration
2-days

FitSM Advanced Service Operation and Control (SOC) is a training course designed for professionals who want to enhance their skills in managing and controlling service operations in an IT service management environment. The course focuses on providing learners with a comprehensive understanding of the key concepts, principles, and practices of service operation and control.
Through this course, learners will gain knowledge and skills in service operation processes such as incident management, problem management, request fulfillment, event management, and access management. They will also learn how to measure, monitor, and report on service performance, manage service-level agreements (SLAs), and ensure compliance with relevant regulations and standards.

FitSM Certification Scheme
FitSM® Certification Roadmap

Course approach
FitSM® Advanced SOC 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 effectively manage and control service operations in an IT service management environment.

What you will learn
At the end of this course, participants will learn:

  • Understand the key concepts and principles of service operation processes, including incident management, problem management, request fulfillment, event management, and access management.
  • Gain knowledge and skills in measuring, monitoring, and reporting service performance, including the management of service-level agreements (SLAs) and service level objectives (SLOs).
  • Develop an understanding of the importance of compliance management in IT service management, including compliance with relevant regulations and standards such as ITIL, ISO 20000, and COBIT.
  • Acquire practical skills in managing and controlling service operations, including incident management, problem management, request fulfillment, event management, and access management.
  • Learn how to collaborate effectively with stakeholders, manage resources, and optimize service performance to meet organizational goals and objectives.
  • Gain insights into best practices for managing and controlling service operations in an IT service management environment.
  • Understand the role of service operation and control in delivering high-quality IT services that meet customer needs and expectations.

By achieving these learning objectives, learners will be better equipped to manage and control service operations effectively, improve service quality and efficiency, and ensure compliance with relevant regulations and standards. They will also be better prepared to collaborate with stakeholders, manage resources, and optimize service performance to meet organizational goals and objectives.

Who should attend?

  • Individuals aiming to fulfil a coordinating role in the ITSM processes related to the operation and control of IT services.
  • Candidates who wish to progress to expert level of the qualification and certification scheme.

Course Delivery
Classroom or Virtual Classroom

What’s included

  • FitSM Advanced Service Operation and Control (SOC) classroom workbook containing all of the presentation materials, course notes and sample exams.
  • Exam voucher
  • Free refresher course**

Prerequisites
Must hold FitSM Foundation Certificate.

About the Examination

  • The exam is closed book with 30 multiple-choice questions.
  • At least 70% correct answers (21 of 30) are required to pass the examination
  • The exam lasts 60 minutes.
  • The exam can be taken online.

Exam Body
APMG

** Terms & conditions applied.
HRDC Claimable

HRDC Claimable Training: Invest in Your Future!

Did you know? All our trainings are eligible for HRDC claiming.

What our clients say

"The best course for learning about IT Service Management."
Nor D** binti M** A**, System Analyst from a national retirement fund institution, Malaysia
“A great course that’s highly relevant to my work.”
M** Az** R**, Head of Operation & Assurance Digital from a leading telecommunications service provider, Malaysia
"A good training program that delivered efficient and effective value, with a great trainer."
Fa** Ha** bin M** Al**, Assistant Manager from a major IT services firm, Malaysia

Concepts Covered

FitSM Foundation Wrap-Up & ITSM Basics
    • What is a service?
    • IT service management
    • Service management system (SMS)
    • Policies and processes
    • Activities and procedures
    • What is a process?
    • What is FitSM?
    • FitSM parts
    • FitSM logic
    • FitSM: ITSM process framework
    • Related standards and frameworks
    • ITSM: Benefits and risks in practice
    • Challenges in federated IT infrastructures
    • Top management responsibility
      • Commitment and leadership
      • Governance and policies
    • Documentation
      • Documents and records
      • Document control
    • Defining the scope of service management
    • The PDCA cycle applied to the SMS
      • Planning service management (PLAN)
      • Implementing service management (DO)
      • Monitoring and reviewing service management (CHECK)
      • Continually improving service management (ACT)
ITSM processes for the operation and control of services
    • Incident & service request management (ISRM)
    • Problem management (PM)
    • Configuration management (CONFM)
    • Change management (CHM)
    • Release & deployment management (RDM)
    • Continual service improvement management (CSI)
    • Service Operation & Control: Overview of key process interfaces

Training Schedules

Showing 1 - 5 out of 5

Page 1 out of 1

Training Price Pax Enroll
FitSM® Advanced Service Operation & Control
27-28 Apr 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM4,536.00
FitSM® Advanced Service Operation & Control
2-3 Jun 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM4,536.00
FitSM® Advanced Service Operation & Control
20-21 Aug 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM4,536.00
FitSM® Advanced Service Operation & Control
8-9 Oct 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM4,536.00
FitSM® Advanced Service Operation & Control
1-2 Dec 2026, Virtual/Classroom, Kuala Lumpur, Malaysia.
RM4,536.00
* Taxes are included in all prices.
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