FitSM Advanced Training on Service Planning and Delivery - Amsterdam - 24-25 Jun 2015

Advanced Training in Service Planning and Delivery (SPD)


24-25 June 2015


Hosted by SURFsara and EGI

Amsterdam Science Park, 140

1098XG, Amsterdam, Netherlands

Room #1 and 2 on the ground floor

Logistics information

Duration and Agenda

15 hours (plus optional 60 minute exam)

Day 1: 

  • 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)
    • Service Portfolio Management (SPM)
    • Service Level Management (SLM)
    • Service Reporting Management (SRM)

Day 2: 

  • Morning session (9:00-12:30)
    • Service Availability & Continuity Management (SACM)
    • Capacity Management (CAPM)
    • Information Security Management (ISM)
  • Afternoon session (13:30-16:00)
    • Customer relationship management (CRM)
    • Supplier relationship management (SUPPM)
    • ITSM process interfaces and dependencies
    • Sample exam & exam preparation
  • Exam, closing session (16:30-18:30)*


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:
    • Service portfolio management (SPM)
    • Service level management (SLM)
    • Service reporting management (SRM)
    • Service availability & continuity management (SACM)
    • Capacity management (CAPM)
    • Information security management (ISM)
    • Customer relationship management (CRM)
    • Supplier relationship management (SUPPM)


  • 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: 
Wednesday, 24. June 2015 to Thursday, 25. June 2015
FitSM Training: