FitSM Expert training
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
40 multiple choice questions (four possible answers for each question, one correct answer per question)
At least 75% of the maximum score required to pass the examination
Related downloads
The current version of the FitSM Expert training slides can be found here: FitSM Downloads: Training material