WHAT IS FITSM?

The FitSM Standard

A free standard for lightweight ITSM

FitSM is a free and lightweight standards family aimed at facilitating service management in IT service provision, including federated scenarios. The main goals of FitSM are:

  • Create a clear, pragmatic, lightweight and achievable standard that allows for effective IT service management (ITSM).
  • Offer a version of ITSM that can cope with federated environments, which often lack the hierarchy and level of control seen in other situations.
  • Provide a baseline level of ITSM than can act to support ‘management interoperability’ in federated environments where disparate or competing organisations must cooperate to manage services.

FitSM is compatible with other standards

FitSM is designed to be compatible with the International Standard ISO/IEC 20000-1 (requirements for a service management system) and the IT Infrastructure Library (ITIL). Although the FitSM process model, requirements, recommended activities and role model target a lightweight implementation, it can act as a first step to introducing full ITSM, i.e. applying ITIL good practices and / or achieving compliance against ISO/IEC 20000-1.

FitSM working group

The FitSM standard and associated certification schemes are maintained by the ITEMO FitSM working group. The FitSM standard was developed initially through The FedSM Project, funded by the European Commission.

FitSM training and certification

To support its work in building ITSM capacities, ITEMO e.V. offers certification in lightweight IT service management according to FitSM. The FitSM qualification and certification programme offers three levels: Foundation, Advanced and Expert. More information about the qualification programme and the trainings can be found here: FitSM Training

FitSM Parts

Structure

The FitSM family is made up of several documents, providing guidance and input on different aspects of IT service management in Federated ICT infrastructures.

All parts and their related documents can be downloaded from the FitSM downloads section free of charge.

Enquiries about the standard and its applicability should be directed to info@fitsm.eu.

FitSM-0 provides an overview of the FitSM family and a common vocabulary used by the other parts of the standard (in particular by FitSM-1). It helps to harmonise and facilitate discussion by those trying to implement IT Service Management using FitSM or any other compatible ITSM approach.

FitSM-1 provides a set of requirements for IT Service Management, especially tuned to the needs of federated infrastructures or groups new to ITSM. It sets out a lightweight and achievable approach that can support effective management of IT services.

The FitSM-1 process model

FitSM-1 is based on an understanding of the following 14 core processes for ITSM:

  • Service portfolio management (SPM)
  • Service level management (SLM)
  • Service reporting management (SRM)
  • Service availability and continuity management (SACM)
  • Capacity management (CAPM)
  • Information security management (ISM)
  • Customer relationship management (CRM)
  • Supplier relationship management (SUPPM)
  • Incident and service request management (ISRM)
  • Problem management (PM)
  • Configuration management (CONFM)
  • Change management (CHM)
  • Release and deployment management (RDM)
  • Continual service improvement management (CSI)

For each of these processes, as well as for a number of general aspects in the context of ITSM, FitSM-1 defines a small number of implementation requirements.

FitSM-2 provides a set of goals and recommended activities that may assist in fulfilling the requirements that are established in FitSM-1. As in part 1 of the standard, we deal first with the goals and activities related to general SMS requirements before addressing process-specific objectives and activities. These activities are not intended to be exhaustive or the only activities that can be used to meet the requirements, but they give some initial guidance needed to address meeting the FitSM-1 requirements.

For each of the 14 ITSM processes addressed by FitSM-1, FitSM-2 provides an overview of recommended initial activities to set up this process, the inputs to the process, typical activities for ongoing process execution, as well as the process outputs.

FitSM-3 provides a model of roles and responsibilities in implementing IT Service Management (ITSM). Describing typical roles, their responsibilities and relationships lets those implementing ITSM based on the FitSM standard assign initial roles within their organisation, which is a crucial step in managing services.

FitSM-4 seeks to provide practical assistance to those trying to implement IT Service Management (ITSM) using FitSM or any other compatible ITSM approach. It provides ready-to-use templates and samples for important pieces of documentation required to implement ITSM in the context of a process-oriented service management system (SMS).

FitSM-4 are being produced and released incrementally. Files are organised by FitSM-1 sections and processes.

FitSM-5 seeks to provide practical assistance to those trying to implement IT Service Managament (ITSM) using FitSM or any other compatible ITSM approach. In addition to the templates and samples provided through FitSM-4, FitSM-5 offers implementation guidance, such as guides on applying specific templates in an effective way.

The guides belonging to

FitSM-5 are being produced and released incrementally. Files are organised by FitSM-1 sections and processes.

p>FitSM-6 provides a capability/maturity assessment model to allow organisations and service providers to check and demonstrate their current capabilities in the FitSM processes and their overall IT service management (ITSM) maturity. Beyond baseline assessment, it lets service providers understand where they need to do more work to increase capabilities, and then demonstrate progress through impact on their maturity.

The assessment scheme is based on narrative descriptions of how requirements (from FitSM-1) can be met at different levels of capability, with assessments being carried out by reading the descriptions at three different levels, and deciding which is closest to their situation. While you can fill in the process assessment yourself, we recommend that you seek support from someone with experience in ITSM (whether an external consultant or internal person with expertise or training in FitSM or other ITSM approaches), otherwise conflicts in terminology or concepts may lead to under- or over-estimation of results and less useful outcomes.

TRAINING

TRAINING

The FitSM training and certification scheme

FitSM trainings aim at providing those involved in managing and operating IT services with the professional skills they need in order to effectively execute their roles. FitSM professional training is certified by TÜV SÜD, a global leader in standardisation and certification.
In cooperation with the ICO - International Certification Organization we also offer certification as a certified FitSM Auditor. More information here

The training and certification scheme is built up in the following way:

FitSM courses

Participants begin with the 1-day foundation course, which provides basic ITSM knowledge and introduces the FitSM model. On completion of the foundation course, participants can take one of the two advanced level courses. Advanced courses are on two different topic areas, and are each two days in length.

The courses are suitable for those looking to manage a specific process, or just increase their overall experience in (federated) ITSM. Those completing both advanced level courses are eligible for the expert level course, which will put emphasis on methods and real world examples of implementation and improvement of ITSM, and look at common problems such as process interfaces and the challenges of organisational change.

Please refer to the following sub-pages for more information on the specific courses as part of the training and certification scheme.

Duration
  • 8 hours (plus optional 30 minute exam)
Target audience
  • All individuals involved in the provisioning of (federated) IT services.
  • Candidates who wish to progress to advanced level of the qualification and certification scheme
Entry requirements
  • None
Contents
  • Basic IT service management concepts and terms (based on FitSM-0)
  • Purpose and structure of FitSM standards and their relationship to other standards
  • Process framework underlying FitSM
  • Requirements defined in FitSM-1
Exam
  • 30 minutes, at the end of the training
  • Closed book, i.e. no aids are allowed
  • 20 multiple choice questions (four possible answers for each question, one correct answer per question)
  • At least 65% correct answers (13 of 20) are required to pass the examination

FitSM Advanced Level SDP

Duration
  • 15 hours (plus optional 60 minute exam)
Target audience
  • Individuals aiming to fulfil a coordinating role in the ITSM processes related to the planning and delivery of IT services.
  • Candidates who wish to progress to expert level of the qualification and certification scheme
Entry requirements
  • None
Contents
  • Basic IT service management concepts and terms (based on FitSM-0)
  • Purpose and structure of FitSM standards and their relationship to other standards
  • Process framework underlying FitSM
  • Requirements defined in FitSM-1
Exam
  • 30 minutes, at the end of the training
  • Closed book, i.e. no aids are allowed
  • 20 multiple choice questions (four possible answers for each question, one correct answer per question)
  • At least 65% correct answers (13 of 20) are required to pass the examination

Duration
  • 15 hours (plus optional 60 minute exam)
Target audience
  • 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
Contents
  • Repeat the most important foundation knowledge on (lightweight) ITSM
  • Become familiar with the general aspects of implementing ITSM, the processes required to operate and control services effectively (according to the FitSM-1 standard), and important interfaces in a service management system.
  • ITSM processes in focus of this training: Incident and service request management, problem management, configuration management, change management, release and deployment management, continual service improvement management
Exam
  • 60 minutes, at the end of the training
  • Closed book, i.e. no aids are allowed
  • 30 multiple choice questions (four possible answers for each question, one correct answer per question)
  • At least 70% correct answers (21 of 30) are required to pass the examination

Duration
  • 18 hours, including 3 hours of pre-course remote learning (plus optional 75 minute exam)
Target audience
  • Individuals aiming to fulfil the role of internal or external consultant or auditor in the topic area of IT service management (ITSM).
Entry requirements
  • Must hold both FitSM Advanced Certificates in Service Planing and Delivery (SPD) and Service Operations and Control (SOC)
Contents
  • Repeat the most important advanced level knowledge on (lightweight) ITSM
  • ITSM-related frameworks and standards
  • Understanding the organisational context of implementing ITSM (including federation structures and scope setting)
  • Leadership and governance (including top management responsibilities, governance practices, effective communication and organisational change management)
  • Planning and implementing ITSM (including service management planning, service design and transition and effective documentation)
  • Monitoring, reviewing and improving ITSM (including capability & maturity assessment, key performance indicators, managing an audit program and conducting audits)
Exam
  • 75 minutes, at the end of the training
  • Closed book, i.e. no aids are allowed
  • 30 complex multiple choice questions (six possible answers for each question, between one and six correct answers per question)
  • At least 70% of the maximum score required to pass the examination

Duration
  • 18 hours, including 3 hours of pre-course remote learning (plus optional 75 minute exam)
    *This side entry course combines both Advanced levels and the Expert level into 2 days.
Target audience
  • For special audiences / people who are already “ITSM professionals”, side entry options are available to go through FitSM qualification quicker and achieve FitSM certification with less effort.
Entry Requirements
  • Holders of the “ITIL Expert” certificate issued by a recognised certification authority / examination institute
  • Holders of the “Consultant/Manager in ITSM according to ISO/IEC 20000” certificate
  • Holders of the “Associate in ITSM according to ISO/IEC 20000” certificate
Contents
  • ITSM & FitSM general overview
  • "Selected topics" from the FitSM Advanced level trainings:
    • General aspects of establishing a service management system (SMS)
    • ITSM processes for the planning and delivery of services
    • ITSM processes for the operation and control of services
    • ITSM process interfaces and dependencies
  • "Selected topics" from the FitSM Expert training:
    • Understanding the organisational context
    • Leadership and governance
    • Planning and implementing ITSM (PLAN, DO)
    • Monitoring, reviewing and improving ITSM (CHECK, ACT)
Exam
Advanced Bridge Exam
  • 60 minutes
  • Closed book, i.e. no aids are allowed
  • 30 multiple choice questions (four possible answers for each question - A, B, C, D)
  • At least 70% of the maximum score required to pass the examination (21 of 30)
Expert Exam
  • 75 minutes
  • Closed book, i.e. no aids are allowed
  • 30 multiple choice questions (six possible answers for each question, each answer may either be true or false)
  • At least 75% of the maximum score required to pass the examination (135 of 180)

Upon successfully passing both exams a single FitSM Expert Certificate is achieved.


Related downloads

The current version of the FitSM training slides / handouts and the TÜV SÜD sample exams can be found here

download

download

The FitSM Standard

All available documents of the FitSM family of standards are listed below and can be downloaded for free.


FitSM-0

Overview and vocabulary

Überblick und Begriffe (German)

Generalidades y vocabulario (Spanish)


FitSM-1

Anforderungen (German)

Requerimientos (Spanish)


FitSM-2

Objectives and activities


FitSM-3


FitSM-4 & FitSM-5


FitSM Templates, Samples & Guides

The following document templates and samples have been designed to give those implementing IT service management a clear and concrete idea of how the most important pieces of documentation may look like. As all other parts of the FitSM standards, these templates and samples can be downloaded for free. For some topics, additional guides are provided to support correct usage of the provided templates.

Template: Process Definition

Sample: Service Management Policy

Guide: Using FitSM to achieve compliance with ISO/IEC 20000-1

Guide: ITSM Documentation Checklist

Template: Service Portfolio / Catalogue entry

Sample: Service Portfolio / Catalogue entry

Guide: Identifying Services

Guide: Specifying Services (Note: not synchronised with Template / Sample, awaiting update)

Template: Service Design & Transition Package (SDTP)

Template: Service Level Agreement (SLA)

Sample: Corporate Level SLA

Template: Basic Service Report

Sample: Capacity Plan

Sample: ISRM Process Definition / Template


FitSM-6

Maturity / capability model and assessment scheme

Reifegrad- / Fähigkeitsgrad-Modell und Bewertungsschema (German)

Evaluación de capacidad y madurez (Spanish)


Community Content

The FitSM standard family was created to be free and open, and we adopt the general approach fo the open source community to make it as inclusive as possible. As a result, we are interested in contributions from those who use and implement FitSM, back to the wider community.

FitSM: uno standard pragmatico per la gestione dei servizi IT - Italiano - Sy Holsinger, EGI

FitSM training material

For information on the FitSM qualification scheme and on the different trainings, please go to FitSM Training


FitSM Foundation

Foundation training slides

(PDF) (english) V2.1

Foundation training slides

(PPT) (english) V2.1

Foundation Schulungsfolien

(PDF) (german) V2.1

Foundation Schulungsfolien

(PPT) (german) V2.1

Foundation diapositivas de capacitación

(PDF) (spanish) V2.1

Foundation diapositivas de capacitación

(PPT) (spanish) V2.1

FitSM Advanced SPD

FitSM Advanced training in service planning and delivery slides

(PDF) (english) V2.1

FitSM Advanced training in service planning and delivery slides

(PPT) (english) V2.1

FitSM Advanced training in service planning and delivery slides

(PDF) (german) V2.1

FitSM Advanced training in service planning and delivery slides

(PPT) (german) V2.1

FitSM Advanced SCO

FitSM Advanced training in service operation and control slides

(PDF) (english) V2.1

FitSM Advanced training in service operation and control slides

(PPT) (english) V2.1

FitSM Advanced training in service operation and control slides

(PDF) (german) V2.1

FitSM Advanced training in service operation and control slides

(PPT) (german) V2.1

FitSM Expert

FitSM Expert training slides

(PDF) (english) V2.1

FitSM Expert training slides

(PPT) (english) V2.1

FitSM Expert training slides

(PDF) (german) V2.1

FitSM Expert training slides

(PPT) (german) V2.1

ABOUT FITSM

Interesting Facts

Frequently Asked Questions

FitSM has been developed for practitioners, managers and consultants seeking a lightweight solution for IT service management.

FitSM is and will remain free for everybody. This covers all parts of the standard, including the core parts (FitSM-0, -1, -2 and -3), the templates and samples (FitSM-4), the guides (FitSM-5) as well as the FitSM maturity assessment tool (FitSM-6). In addition, training material (such as slides / handouts) for each of the modules of the FitSM training and certification scheme can be accessed for free. All parts of the FitSM standard and related material published by the FitSM working group are licensed under a Creative Commons International License.

The key idea behind IT service management could be summarized like this: By following a service-oriented approach, an IT organisation (which may be everything from an internal IT department over a shared IT unit up to an external IT provider) is able to better understand what they do and offer, and how this is aligned to the needs of their customers and users. And by implementing IT service management processes, the activities carried out to plan, deliver, operate and control these services become more structured and repeatable, with clearly defined responsibilities. All this helps an IT organisation to increase their level of professionalism and organisational maturity.

Implementing IT service management in an organisation or federation is often considered a painful process connected to a lot of paperwork and bureaucracy as well as a significant increase in organisational complexity making day-to-day operations much more formalistic. In fact, to establish structured management processes and to achieve repeatable results from these processes, a certain amount of administrative overhead must be taken into account. However, as a lightweight approach FitSM has been designed to keep the amount of overhead limited to a reasonable level, so that even small and medium-sized organisations can take benefit from IT service management without having to suffer from an “over-engineered” process framework.

Yes. FitSM, ITIL, ISO/IEC 20000 and COBIT share some key ideas of how to manage and govern the provision of technology-enabled services. These key ideas or principles include aspects like process-orientation, customer focus, IT / business alignment, continual improvement and involvement of people. In addition, the understanding of which processes are recommended to implement effective IT service management is similar in the mentioned standards and frameworks. The FitSM process model is very close to the process model underlying ISO/IEC 20000, while ITIL and COBIT describe a larger number of IT service management and IT governance processes compared to FitSM and ISO/IEC 20000. However, starting with the more reduced and lightweight set of processes of FitSM can be considered a valid first step towards implementing the full set of processes recommended by other frameworks. Find out more: The FitSM process model compared

Organisations (or federations) which are new to the topic of IT service management are likely to benefit most from FitSM, since FitSM offers them a lightweight and practical solution to managing their technology-enabled services in a more professional way. However, organisations who have already implemented IT service management and related processes, may also take benefit from FitSM even on a higher level of organisational maturity. A helpful first step to understand where you are could be to go through the FitSM-6 capability and maturity self assessment, which is based on a simple spreadsheet-based tool.

All available documents of the FitSM family of standards as well as the FitSM training material can be downloaded for free in the FitSM Downloads section of this website.

To give any training from the FitSM qualification scheme, you must comply with the following:

  • You must hold the official certificate issued by an examination institute recognised by ITEMO e.V. of the module for which you will give a training.
  • You must be listed as a trainer within a training organisation registered with an examination institute recognised by ITEMO e.V., which requires at least the following information to be provided:
    • Personal and contact data of the trainer(s)
    • Record or evidence of relevant training, education and experience of each trainer

Trainings and exams are subject to quality control mechanisms, and every trainer must commit to support and contribute to this process. ITEMO e.V. may monitor exam results and training / exam feedback, supervise trainings and exams and reserves the right to revoke trainer privileges.

Success Stories

Testimonials

FitSM is implemented by a range of organisations in different ways. This page provides some initial feedback, and an indication of those enaging with or implementing FitSM.

Implementing FitSM is helping EGI to better shape and manage the services that are delivered in a federated infrastructure. Service management is proving to be one of the underpinning activities that supports EGI as a sustainable infrastructure for the long-term. Consultancy through the FedSM project has been an essential component of this.
Yannick Legre

Yannick Legre

EGI.eu Managing Director
FitSM is a really strong product, and it is great to see such concrete outputs from a European Funded project. Partnership in the FedSM project has been a strategic win for my firm. Moreover, within the project lifetime we are offering commercial training and consultancy to European clients based on the project outputs. This instance-exploitation really validates the work that has gone into FitSM as an achievable, lightweight but powerful solution to IT Service Management challenges.
Jacek Kitowski

Owen Appleton

Managing Director, Emergence Tech Ltd.
FitSM is unique in introducing a culture of continual improvement and professional relationships in academic IT Infrastructures. A few years back the guarantees that we are currently offering in PLGrid were simple unthinkable.
Jacek Kitowski

Prof. Jacek Kitowski

PLGrid Infrastructure Manager

Process Model Compared

Introduction

Frameworks and standards around managing and governing IT and IT services have evolved since the 1990s. Three of the most popular frameworks and standards are ITIL (a collection of books with good practices on IT service management), ISO/IEC 20000 (an International Standard for IT service management) and COBIT (a framework for governance and management of enterprise IT).

All these approaches share some key ideas of how to manage and govern the provision of technology-enabled services. In addition, the understanding of which processes are recommended to implement effective IT service management is similar in the mentioned standards and frameworks. The FitSM process model is very close to the process model underlying ISO/IEC 20000, while ITIL and COBIT describe a larger number of IT service management and IT governance processes compared to FitSM and ISO/IEC 20000. However, starting with the more reduced and lightweight set of processes of FitSM can be considered a valid first step towards implementing the full set of processes recommended by other frameworks.

Mapping FitSM processes to ITIL, ISO/IEC 20000 and COBIT

The following table shows how FitSM is compatible with ITIL, ISO/IEC 20000 and COBIT in the sense that the FitSM processes can be easily mapped to those in the other frameworks. The table lists  all 14 FitSM processes (left column) and relates them to the best matching processes from ITIL, ISO/IEC 20000 and COBIT. Please note that there may be processes in other frameworks than FitSM not covered or mentioned here.

FitSM ITIL (Edition 2011) ISO/IEC 20000:2011 COBIT 5
Service Portfolio Management (PR1) Service Portfolio Management (ITIL SS) Design and transition of new or changed services (Clause 5) Manage portfolio (APO05)
Design Coordination (ITIL SD, 4.1) Manage Solutions Identification and Build (BAI03)
Transition Planning and Support (ITIL ST, 4.1)
Service Level Management (PR2) Service Catalogue Management (ITIL SD, 4.2) Service Level Management (Clause 6.1) Manage Service Agreements (APO09)
Service Level Management (ITIL SD, 4.3)
Service Reporting Management (PR3) Service Reporting (ITIL CSI, 5.7) Service Reporting (Clause 6.2) Monitor, Evaluate and Assess Performance and Conformance (MEA01)
Service Availability & Continuity Management (PR4) Availability Management (ITIL SD, 4.4) Service Continuity and Availability Management (Clause 6.3) Manage Continuity (DSS04)
IT Service Continuity Management (ITIL SD, 4.6) Manage Availability and Capacity (BAI04)
Capacity Management (PR5) Capacity Management (ITIL SD, 4.5) Capacity Management (Clause 6.5)
Event Management (ITIL SO, 4.1)
Information Security Management (PR6) Information Security Management (ITIL SD, 4.7) Information Security Management (Clause 6.6) Manage Security (APO13)
Access Management (ITIL SO, 4.5) Manage Security Services (DSS05)
Customer Relationship Management (PR7) Business Relationship Management (ITIL SS, 4.5) Business Relationship Management (Clause 7.1) Manage Relationships (APO08)
Suppler Relationship Management (PR8) Supplier Management (ITIL SD, 4.8) Supplier Management (Clause 7.2) Manage Suppliers (APO10)
Incident & Service Request Management (PR9) Incident Management (ITIL SO, 4.2) Incident and Service Request Management (Clause 8.1) Manage Service Requests and Incidents (DSS02)
Request Fulfilment (ITIL SO, 4.3)
Problem Management (PR10) Problem Management (ITIL SO, 4.4) Problem Management (Clause 8.2) Manage Problems (DSS03)
Configuration Management (PR11) Service Asset and Configuration Management (ITIL ST, 4.3) Configuration Management (Clause 9.1) Manage Assets (BAI09)
Manage Configuration (BAI10)
Change Management (PR12) Change Management (ITIL ST, 4.2) Change Management (Clause 9.2) Manage Changes (BAI06)
Change Evaluation (ITIL ST, 4.6) Manage Change Acceptance and Transitioning (BAI07)
Release & Deployment Management (PR13) Release and Deployment Management (ITIL ST, 4.4) Release and Deployment Management (Clause 9.3)
Service Validation and Testing (ITIL ST, 4.5)
Continual Service Improvement Management (PR14) The Seven-Step Improvement Process (ITIL CSI, 4.1) Maintain and Improve the SMS (Clause 4.5.5)