FitSM

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FitSM is the name of a standard family for lightweight IT service management (ITSM).

Overview and structure

Structure of the FitSM parts

FitSM describes itself as a standard, but is not published and managed by an established standard organization such as ISO. Nevertheless, FitSM is similar in structure and content to ISO or ISO / IEC standards from the field of management systems .

The documents of the standard are structured in different, numbered parts, e.g. B. FitSM-1 contains requirements for an effective service management system (just as ISO 9001 within the ISO 9000 family of standards contains the requirements for quality management).

All parts of FitSM are published under a Creative Commons license. Translations into other languages ​​(German and Spanish) are in progress.

  • FitSM-0 - Overview and Vocabulary : 70 Definitions of ITSM Terms
  • FitSM-1 - requirements : Approx. 85 auditable requirements for an effective service management system (SMS), divided into 7 categories of general requirements ( GR ) and requirements for 14 service management processes (process requirements - PR) .
  • FitSM-2 - goals and activities : Activities for process introduction and process operation that are recommended to meet the requirements described in FitSM-1
  • FitSM-3 - role model : Description of general and process-specific roles in a service management system
  • FitSM-4 - templates and examples : Collection of templates and examples for SMS documents (including Service Level Agreement )
  • FitSM-5 - Advice : Collection of documents with advice character for various ITSM topics
  • FitSM-6 - Maturity  Assessment: An Excel-based tool for assessing the skill levels in the various requirement areas or the maturity level of an SMS

Certification and qualification scheme

FitSM qualification scheme

There is no certification for conformity according to FitSM-1, even if the requirements described can of course be audited. Organizations can currently not officially name their service management system "FitSM-certified", in contrast to ISO / IEC 20000.

However, there is a qualification scheme for people, similar to the existing training schemes according to ITIL and ISO / IEC 20000, but with a considerably smaller scope. Personal certification started in 2013. After successfully passing exams, people can usually achieve various certification levels in a one- or two-day training course. These start with the Foundation Level, which addresses everyone involved, and end with the Expert status, which primarily addresses process and ITSM project managers. Personal certificates are currently issued by the TÜV SÜD Examination Institute.

origin

FitSM is based on the results of FedSM, a project within the “7th Framework Program for Research and Technological Development” ( FP7 ) of the European Union. The original goal of FedSM was to support service management in e-infrastructures ( e-science infrastructures).

In one part of the project, “Good Practices” for the implementation of service management in e-infrastructures were developed, while another part of the project consisted of using these results for three e-infrastructure organizations involved in the project (EGI.eu , FGI and PLGrid) to introduce an effective service management system (SMS). When it became clear that the results could also be of use to many IT organizations outside of the e-infrastructure environment, the project consortium decided to publish the documents created in the project as the "FitSM standard".

Since the end of the project in August 2015, the FitSM standard has been maintained within a working group of the IT Education Management Organization (ITEMO).

Processes

FitSM defines 14 processes that are known from ITIL and ISO / IEC 20000 :

  • 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)
  • Incident & Service Request Management (ISRM)
  • Problem Management (PM)
  • Configuration Management (CONFM)
  • Change Management (CHM)
  • Release & Deployment Management (RDM)
  • Continual Service Improvement Management (CSI)

Compared to ITIL, FitSM has fewer processes. A number of more strategically oriented processes are not available in FitSM. Some processes have also been summarized. In the Incident & Service Request Management (ISRM) process, as in the ITIL V2 version, the processing of fault reports (Incident) and service requests (Service Request) are combined.

credentials

  1. ↑ FitSM . ITEMO. Retrieved October 29, 2015.
  2. ↑ Marcin Radecki, Tadeusz Szymocha, Tomasz Szepieniec, Roksana Różańska: Improving PL-Grid Operations Based on FitSM Standard . In: Springer International Publishing (Ed.): Lecture Notes in Computer Science . 8500, January 1, 2014, pp. 94-105. doi : 10.1007 / 978-3-319-10894-0_7 .
  3. ↑ Sy Holsinger: New standard for IT service management - FitSM Archived from the original on December 18, 2015. Info: The archive link was inserted automatically and has not yet been checked. Please check the original and archive link according to the instructions and then remove this notice. In: Inspired . No. 21, October 28, 2015. @1@ 2Template: Webachiv / IABot / www.egi.eu
  4. ↑ https://www.fitsm.de/blog/15-fitsm-eine-alternative-zu-itil