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ITSM for the rest of us: the lightweight FitSM
standard
Owen Appleton
University of Zürich / FitSM co-author
www.fitsm.eu
Not another new framework….
• ….well yes, sort of!
Introducing FitSM 2
Compatible
Approachable
Achievable
FitSM, ISO/IEC 20000 and ITIL
Introducing FitSM 3
ITIL (good practices)
• About 2,000 pages (5 core books)
• No requirements
ISO/IEC 20000
• ~130 pages (3 core
documents)
• 31 pages of
requirements (part 1)
FitSM
• 85 pages (4 core
documents)
• 9 pages of
requirements (part 1)
ISO/IEC
20000
ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved.
Service Operations & Control ProcessesService Planning & Delivery Processes
Familiar processes
Introducing FitSM 4
Service Level
Management
Capacity Management
Service Availability &
Continuity Management
Information Security
Management
Incident & Service
Request Management
Problem Management
Service Reporting
Management
Customer Relationship
Management
Supplier Relationship
Management
Configuration
Management
Change Management
Release & Deployment
Management
Continual Service
Improvement
Management
Service Portfolio
Management
Rapid qualification program
5
Foundation Level
Foundation training in IT service management
Advanced Level
Expert Level
Expert training in IT service management
Advanced training in
service planning and delivery
Advanced training in
service operation and control
1 day
2 days2 days
2 days
Expert Bridge
3 days ITIL Expert, ISO/IEC
20000 consultant
and auditor
OR
Culture
Introducing FitSM 6
Versus
Culture
Introducing FitSM 7
Startups
SMEs
Major
enterprises
Research
Academia /
Higher
Education
Language & assumptions
Introducing FitSM 8
Business Customer
Approachability
Introducing FitSM 9
Requirement codes
Process codes and abbreviations
Clear, concise list of
requirements
State generic requirement
rather than assuming method
Key terms defined and used
consistently
Achievable
Introducing FitSM 10
FitSM
focus
PR7.6 Customer
satisfaction shall
be managed.
1 - Ad-hoc Customer satisfaction is collected through informal
means, when there is a need (such as customer
demand, complaint or change to the service).
2- Repeatable There are mechanisms for measuring customer
satisfaction, which are used by the provider.
However, they are used in an irregular manner and
responsibility for their use is not documented.
3 - Defined Mechanisms that measure customer satisfaction
used at regular intervals based on documented
responsibilities. Records of results are kept in a
consistent way.
Capability model
Capability applied to requirements
FitSM-1
Requirements
FitSM-2
Objectives and activities
FitSM-3
Role model
FitSM-5
Selected
implementation guides
FitSM-0
Overview & vocabulary
FitSM-4
Selected templates and
samples
FitSM-6
Maturity and capability
assessment scheme
Implementation aids
Core Standard
NormativeInformational
FitSM Overview
All standards
are available
for free under
Creative
Commons
licenses.
FitSM and APMG
• Relationship with APMG
– Extend impact of FitSM
– Global Reach
– All levels
• Certification
– Quick
– Affordable
– Free materials
Introducing FitSM 12
Summary
• FitSM is a family of standards for lightweight IT
service management
• Suitable for IT service providers of any type and scale
• Main design principle: Keep it simple!
• All parts freely available:
www.fitsm.eu
The development of the FitSM standards was supported and funded by the European Commission through the
EC-FP7 project "FedSM“
Introducing FitSM 13FitSM® is a registered trademark of ITEMO e.V.
FitSM gets you there faster
Introducing FitSM 15

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Owen Appleton: FitSM

  • 1. ITSM for the rest of us: the lightweight FitSM standard Owen Appleton University of Zürich / FitSM co-author www.fitsm.eu
  • 2. Not another new framework…. • ….well yes, sort of! Introducing FitSM 2 Compatible Approachable Achievable
  • 3. FitSM, ISO/IEC 20000 and ITIL Introducing FitSM 3 ITIL (good practices) • About 2,000 pages (5 core books) • No requirements ISO/IEC 20000 • ~130 pages (3 core documents) • 31 pages of requirements (part 1) FitSM • 85 pages (4 core documents) • 9 pages of requirements (part 1) ISO/IEC 20000 ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved.
  • 4. Service Operations & Control ProcessesService Planning & Delivery Processes Familiar processes Introducing FitSM 4 Service Level Management Capacity Management Service Availability & Continuity Management Information Security Management Incident & Service Request Management Problem Management Service Reporting Management Customer Relationship Management Supplier Relationship Management Configuration Management Change Management Release & Deployment Management Continual Service Improvement Management Service Portfolio Management
  • 5. Rapid qualification program 5 Foundation Level Foundation training in IT service management Advanced Level Expert Level Expert training in IT service management Advanced training in service planning and delivery Advanced training in service operation and control 1 day 2 days2 days 2 days Expert Bridge 3 days ITIL Expert, ISO/IEC 20000 consultant and auditor OR
  • 8. Language & assumptions Introducing FitSM 8 Business Customer
  • 9. Approachability Introducing FitSM 9 Requirement codes Process codes and abbreviations Clear, concise list of requirements State generic requirement rather than assuming method Key terms defined and used consistently
  • 10. Achievable Introducing FitSM 10 FitSM focus PR7.6 Customer satisfaction shall be managed. 1 - Ad-hoc Customer satisfaction is collected through informal means, when there is a need (such as customer demand, complaint or change to the service). 2- Repeatable There are mechanisms for measuring customer satisfaction, which are used by the provider. However, they are used in an irregular manner and responsibility for their use is not documented. 3 - Defined Mechanisms that measure customer satisfaction used at regular intervals based on documented responsibilities. Records of results are kept in a consistent way. Capability model Capability applied to requirements
  • 11. FitSM-1 Requirements FitSM-2 Objectives and activities FitSM-3 Role model FitSM-5 Selected implementation guides FitSM-0 Overview & vocabulary FitSM-4 Selected templates and samples FitSM-6 Maturity and capability assessment scheme Implementation aids Core Standard NormativeInformational FitSM Overview All standards are available for free under Creative Commons licenses.
  • 12. FitSM and APMG • Relationship with APMG – Extend impact of FitSM – Global Reach – All levels • Certification – Quick – Affordable – Free materials Introducing FitSM 12
  • 13. Summary • FitSM is a family of standards for lightweight IT service management • Suitable for IT service providers of any type and scale • Main design principle: Keep it simple! • All parts freely available: www.fitsm.eu The development of the FitSM standards was supported and funded by the European Commission through the EC-FP7 project "FedSM“ Introducing FitSM 13FitSM® is a registered trademark of ITEMO e.V.
  • 14. FitSM gets you there faster Introducing FitSM 15

Editor's Notes

  1. Full training titles: Expert training in IT service management according to FitSM Advanced training in service planning and delivery according to FitSM Advanced training in service operation and control according to FitSM Foundation training in IT service management according to FitSM
  2. Some tools you never use
  3. Requirements as bullets: No need to extract from paragraphs – much more straightforward