Advanced training in service planning and delivery (SPD)
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
Must hold FitSM Foundation Certificate
Contents
Repeat the most important foundation knowledge on (lightweight) ITSM
Become familiar with the general aspects of implementing ITSM, the processes required to plan and deliver services effectively (according to the FitSM-1 standard), and important interfaces in a service management system.
ITSM processes in focus of this training: Service portfolio management, service level management, service reporting management, service availability and continuity management, capacity management, information security management, customer relationship management, supplier relationship 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
Advanced training in service operation and control (SOC)
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
Entry requirements
Must hold FitSM Foundation Certificate
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
Related downloads
The current version of the FitSM Advanced SPD and SOC training slides can be found here: FitSM Downloads: Training material