FitSM Expert Level

FitSM Expert Level

FitSM Expert training

Duration

18 hours, including 3 hours of pre-course remote learning (plus optional 75 minute exam)

Target audience

  • Individuals aiming to fulfil the role of internal or external consultant or auditor in the topic area of IT service management (ITSM).

Entry requirements

  • Must hold both FitSM Advanced Certificates in Service Planing and Delivery (SPD) and Service Operations and Control (SOC)

Contents

  • Repeat the most important advanced level knowledge on (lightweight) ITSM
  • ITSM-related frameworks and standards
  • Understanding the organisational context of implementing ITSM (including federation structures and scope setting)
  • Leadership and governance (including top management responsibilities, governance practices, effective communication and organisational change management)
  • Planning and implementing ITSM (including service management planning, service design and transition and effective documentation)
  • Monitoring, reviewing and improving ITSM (including capability & maturity assessment, key performance indicators, managing an audit program and conducting audits)

Exam

  • 75 minutes, at the end of the training
  • Closed book, i.e. no aids are allowed
  • 30 complex multiple choice questions (six possible answers for each question, between one and six correct answers per question)
  • At least 70% of the maximum score required to pass the examination

Related downloads

The current version of the FitSM Expert training slides / handout and the TÜV SÜD sample exam can be found here: FitSM Downloads: Training material