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FitSM Expert & Auditor (Including Exam Voucher)
Course Code: AP-FSMEA
This course, FitSM Expert & Auditor, offers in-depth exploration of IT Service Management (ITSM) principles and practices, aligned with the FitSM standard. Designed for professionals seeking to deepen their understanding and application of ITSM, this training will equip you with the knowledge and practical skills necessary to achieve the Expert & Auditor Level Certification. The course begins with a review of foundational ITSM and FitSM concepts, progressing to advanced topics such as leadership, governance, risk management, and compliance within the ITSM context. You’ll cover the entire service life cycle, from planning and implementing services to monitoring, reviewing, auditing, and driving continual improvement. We will also explore how various management systems, process management frameworks, and project management methodologies intersect with FitSM. Through detailed examinations of FitSM processes, you’ll learn how to manage key service areas, including service portfolios, service levels, availability, capacity, security, and customer-supplier relationships. Additionally, you will explore how to address incidents, problems, configurations, changes, and releases in line with FitSM principles. We’ll also cover the overall framework of a Service Management System (SMS), emphasizing top management commitment, proper documentation, and continuous improvement culture.
This Expert level course aims to provide those fulfilling senior roles in IT Service Management such as process owners, process managers, consultants or auditors. Expert level topics cover organisational contexts; leadership and governance aspects; planning, implementing, monitoring, reviewing and improving ITSM.
The FitSM Advanced Service Operation and Control (SOC) and FitSM Advanced Service Planning and Delivery (SPD) certificates are prerequisites.
The learning objectives include a practical understanding of:
- 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)
FitSM Expert & Auditor exam format:
- 75 minutes
- Closed book i.e. no aids are allowed
- 40 multiple choice questions (four possible answers for each question, one correct answer per question)
- At least 75% correct (30 / 40) are required to pass the examination.
Modules
- Management systems
- Commonly used organisational methods and practices
- Integrating ITSM / SMS with other management systems
- Leadership and (IT) governance
- Risk management
- Compliance
- Implementing leadership and (IT) governance, risk management and compliance in a Service Management System
- Service and service management planning
- Roles, responsibilities and competences in ITSM
- Organisational change
- Tooling
- Adopting planning and implementation measures in a Service Management System
- Compliance, conformity, effectiveness & efficiency
- Measurements
- Auditing and assessment and Practices
- Continual improvement
- Adopting measurement, auditing and improvement practices in a Service Management System