FitSM® Expert
FitSM® Expert is an advanced-level training program that enables IT professionals to enhance their expertise in IT service management. The course covers all aspects of IT service management, including strategy, design, transition, operation, and continual improvement, providing learners with a comprehensive understanding of the FitSM® standard. Participants will acquire the knowledge and skills needed to implement and manage FitSM® effectively, resulting in improved service quality, efficiency, and alignment with business requirements.
> 65,000
students trained since 2001
> 60,000
professionals certified
Experienced consultants
are the trainers
Category
IT Service Management
Certificate
FitSM® Expert
Duration
2-days
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.
Course approach
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.
What you will learn
At the end of this course, participants will learn:
- 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.
Who should attend?
Individuals aiming to fulfil the role of internal or external consultant or auditor in the topic area of IT service management (ITSM).
Course Delivery
Classroom or Virtual Classroom
What’s included
- FitSM Expert classroom workbook containing all of the presentation materials, course notes and sample exams.
- Exam voucher
- Free refresher course**
Prerequisites
Must hold both FitSM Advanced Certificates in Service Planing and Delivery (SPD) and Service Operations and Control (SOC).
About the Examination
- The exam is closed book with 40 multiple-choice questions (four possible answers for each question, one correct answer per question).
- At least 75% correct answers (30 of 40) are required to pass the examination
- The exam lasts 75 minutes.
- The exam can be taken online.
Exam Body
APMG
** Terms & conditions applied.
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What our clients say
Concepts Covered
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?
ITSM-related frameworks and standards
- FitSM
- FitSM parts
- FitSM logic
- FitSM: Process model
- ITIL
- ITIL: Structure
- ITIL V3 / 2011: Process model
- COBIT
- COBIT 5: Key principles
- COBIT: Governance vs. management
- COBIT 5: Goals cascade to meet stakeholder needs
- COBIT 5: Enabler
- COBIT 5: Process reference model
- ISO 9000
- ISO 9000:
Quality management principles - ISO 9001: High Level Structure
- ISO 9000:
- ISO/IEC 20000
- ISO/IEC 20000-1: Overview
- ISO 20000-1:
ITSM process topics (8.2 to 8.4) & (8.5 to 8.7)
- ISO/IEC 27000
- ISO/IEC 27000:
The family of ISMS standards - ISO/IEC 27001 & ISO/IEC 27002
- ISO/IEC 27000:
- FitSM
Understanding the organisational context of managing and delivering services
- Challenges in federated IT service provisioning
- Defining the scope of service management
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
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
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
Training Schedules
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