FitSM Advanced Levels

FitSM Advanced Level

Advanced training in service planning and delivery (SPD)

Duration

15 hours (plus optional 60 minute exam)

Target audience

  • Individuals aiming to fulfil a coordinating role in the ITSM processes related to the planning and delivery of IT services.
  • Candidates who wish to progress to expert level of the qualification and certification scheme

 

Entry requirements

  • Must hold FitSM Foundation Certificate

 

Contents

  • Repeat the most important foundation knowledge on (lightweight) ITSM
  • Become familiar with the general aspects of implementing ITSM, the processes required to plan and deliver 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, service level management, service reporting management, service availability and continuity management, capacity management, information security management, customer relationship management, supplier relationship management

Exam

  • 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

Advanced training in service operation and control (SOC)

Duration

15 hours (plus optional 60 minute exam)

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

Contents

  • 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

Exam

  • 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

Related downloads

The current version of the FitSM Advanced SPD and SOC training slides / handouts and the TÜV SÜD sample exams can be found here: FitSM Downloads: Training material