FitSM-0: Overview & vocabulary
About FitSM-0
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.
Download
The current version of FitSM-0 can be found here: FitSM Downloads – The FitSM Standard
FitSM-1: Requirements
About FitSM-1
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.
Downloads
The current version of FitSM-1 can be found here: FitSM Downloads – The FitSM Standard
FitSM-2: Recommended objectives and activities
About FitSM-2
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.
Downloads
The current version of FitSM-2 can be found here: FitSM Downloads – The FitSM Standard
FitSM-3: Role model
About FitSM-3
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.
Downloads
The current version of FitSM-3 can be found here: FitSM Downloads – The FitSM Standard
FitSM-4: Templates & Samples
About FitSM-4
FitSM-4 seeks to provide practical assistance to those trying to implement IT Service Managament (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).
The documents comprising FitSM-4 are being produced and released incrementally. Files are organised by FitSM-1 sections and processes.
Downloads
The current version of FitSM-4 can be found here: FitSM Downloads – FitSM Templates, Samples & Guides
FitSM-5: Guides
About FitSM-5
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.
Downloads
The current version of FitSM-5 can be found here: FitSM Downloads – FitSM Templates, Samples & Guides
FitSM-6: Assessment
About FitSM-6
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.
Downloads
The current version of FitSM-6 can be found here: FitSM Downloads – The FitSM Standard