FitSM Foundation - Amsterdam - 23 June 2015

FitSM Foundation Training


23 June 2015


Hosted by SURFsara and EGI

Amsterdam Science Park, 140

1098XG Amsterdam, The Netherlands

Room #1 and 2 on the ground floor

Logistic information

Duration and Agenda

8 hours (plus optional 30 minute exam)

  • Session 1 (9:00-10:30)
    • Service and service management: Introduction, terms and concepts
    • The FitSM standard series & Service management – General aspects
    • Selected sample exam questions
  • Session 2 (11:00-12:30)
    • Service management – Processes: SPM, SLM, SRM
    • Service management – Processes: SACM, CAPM, ISM
    • Selected sample exam questions
  • Session 3 (13:30-14:45)
    • Service management – Processes: CRM, SUPPM, ISRM, PM
    • Service management – Processes: CONFM, CHM, RDM
    • Selected sample exam questions
  • Session 4 (15:00-16:15)
    • Service management – Processes: CSI
    • Benefits, Risks & Challenges of Implementing ITSM
    • Related standards and frameworks
    • Sample exam & exam preparation
  • Exam (16:30-18:00)

*please do not plan to fly out the same 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


  • Basic IT service management concepts and terms (based on FitSM-0)
  • Purpose and structure of FitSM standards and their relationship to other standards
  • Process framework underlying FitSM
  • Requirements defined in FitSM-1


  • 30 minutes, at the end of the training
  • Closed book, i.e. no aids are allowed
  • 20 multiple choice questions (four possible answers for each question, one correct answer per question)
  • At least 65% correct answers (13 of 20) 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)

Related downloads

Calendar Date: 
Tuesday, 23. June 2015
FitSM Training: