FitSM Advanced Training on Service Planning and Delivery - Munich (Garching) - 26-27 Mar 2015

Advanced Training in Service Planning and Delivery (SPD)


26-27 March 2015


Munich (Garching), Germany

Logistic information

The training will take place in Kursraum 3 at the Leibniz Supercomputing Centre (LRZ), Boltzmannstr. 1, 85748 Garching near Munich. 
Directions (how to get to the LRZ):
Note on getting from the airport to LRZ:
Although the airport is quite close to the LRZ, going by public transport from the airport to the LRZ is either complicated (changing from the "S-Bahn" city train to a "regional bus" in Neufahrn) or time-consuming (going all the way to the city centre in ~45 min and from there to Garching in another ~30 min). If you are arriving on Thursday morning and your flight arrives later than 7:00 am, consider taking a taxi to the LRZ (~35 EUR) or, e.g. if you already are a DriveNow user, renting a car at the airport.
There are many options in Garching (close to meeting location) or Munich. If you decide to stay at a hotel in Munich (and you are using public transport), look for a hotel that is close to one of the stations where subway line U6 departs. Good options are for example 

Duration and Agenda

15 hours (plus optional 60 minute exam)

Day 1: Thursday, 26 March

  • 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: Friday, 27 March

  • 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)*

*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 if sessions overrun, as you will need some time to reach the airport. Note if you depart from LRZ direct to the airport, then public transport takes quite a long time, and a Taxi takes ~15 minutes but will cost ~€45. 

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: 
Thursday, 26. March 2015 to Friday, 27. March 2015
FitSM Training: