FitSM Advanced Training on Service Operation and Control - Amsterdam - 26-27 Feb 2015

Advanced Training in Service Operation and Control (SOC)


26-27 February 2015


Amsterdam Science Park (Nikhef Building - Room #H2.20)

Logistic information

Duration and Agenda

15 hours (plus optional 60 minute exam)

Day 1: Thursday, 26 February

  • Morning session (9:00-12:30)
    • FitSM Foundation wrap-up & ITSM basics
    • Selected general aspects of establishing a service management system (SMS)
  • Afternoon session (13:30-18:00)
    • Incident & Service Request Management (ISRM)
    • Problem Management (PM)

Day 2: Friday, 27 February

  • Morning session (9:00-12:30)
    • Configuration Management (CONFM)
    • Change Management (CHM)
    • Release & Deployment Management (RDM)
  • Afternoon session (13:30-16:00)
    • Continual Service Improvement Management (CSI)
    • ITSM process interfaces and dependencies
    • Sample exam & exam preparation
  • Exam (16:30-18:00)*

*please do not plan to fly out on the second day unless your flight is after 21:00 to ensure appropriate time for the exam, and if sessions overrun as you will need some time to reach the airport

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


  • 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


  • 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


Places are limited for each training (approx. 16) - places must be confirmed by sending the following information to

  • First name
  • Surname
  • Gender
  • Date of Birth (DD.MM.YYYY)
  • Place of Birth
  • Organisation
  • Email address (notification of exam results)
  • Address (location for certificates to be sent)
Calendar Date: 
Thursday, 26. February 2015 to Friday, 27. February 2015
FitSM Training: