No-Nonsense Service Management with FitSM

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apmg-international.com
No-nonsense Service
Management with FitSM
June 2019
IT GOVERNANCE & SERVICE

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Agenda
Welcome & introduction
– Ronn Faigen, Partner Relations Manager, APMG International
Guest Speaker
– Mart Rovers, INTERPROM.
Q&A
Further information
Close

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One size does not fit all . . .
So why not a lightweight ITSM?
A PRAGMATIC and
ACHIEVABLE standard that
allows for effective ITSM
More ACCESSIBLE for a
wider range of environments
Can be EFFICIENTLY
IMPLEMENTED in
organizations of all sizes
A BASELINE of ITSM
effectiveness that is achievable
but can be EXPANDED if
necessary.

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If we have Open Source software,
Why not Open Source ITSM?
Community
Crowd Power
Transparency
Faster time to market
Cost effective
Freedom from Lock In

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Mart Rovers
 Mart Rovers is the President of INTERPROM. He is a Board
Member of the Arizona ITSM Professionals and currently serves
as the Chair of the Knowledge Provision Council of the BRM
Institute, and he is a Registered Provider with the RCP
Assessment credential of the BRM Institute.
 Mart has over 40 years of experience in IT and has been
consulting, coaching and training in Service Management,
Business Relationship Management, Information Security
Management, Enterprise Risk Management and IT Governance
since 1992. He mostly coaches business leaders and teams.
 Mart holds the FitSM certifications along with ITIL Expert and
ISO/IEC 20000 Professional and Auditor certifications. He is one
of the few Registered Certified Providers of the BRM Institute. He
has led numerous organizations towards becoming ISO/IEC
20000 and ISO/IEC 27001 certified and is an accredited instructor
for FitSM, ISO/IEC 20000, ISO/IEC 27001, BRM, COBIT,
DevOps, VeriSM, and ITIL training courses.
 Mart is also the author of the “ISO/IEC 20000 – A Pocket Guide”.

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• Our organization is
“doing” service
management
• We are not sure
where we’re heading
• We are not sure
where we’re at
• We are not sure
what’s next
Recognize this?

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• …Who can’t see the
forest through the
trees
• …Who should have
used a compass from
the outset of the ITSM
journey
• …Who should have
had a finish line, just
ahead
Good news: You are not the only one…

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• A lightweight, open
source, service
management standard
that keeps you focused,
on-track and sets a
clear finish line
• FitSM is a proven
approach that enables
fast adoption of service
management principles
Better news: FitSM®

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• ITEMO is short for IT Education Management Organization
• Based in Munich, Germany
• A not-for-profit partnership of specialists in the field of IT
management, including experts from industry and science
• The organization identifies and defines role models within the
field of IT management for the purpose of establishing an
internationally recognized training concept for information
technology
• ITEMO has two active working groups: FitSM and SCRUM
ITEMO

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• ITEMO is the scheme owner of FitSM
• FitSM was developed as part of a European Commission funded project
• The project was to encourage research organizations to work more
collaboratively
• During the EU project, the team realized they needed a lightweight approach
that organizations could adopt to provide consistency for the work they were
doing
• They looked at ITIL® but it was too detailed
• They developed their own method which evolved into FitSM
• It draws heavily on ISO/IEC 20000, ITIL, COBIT®, Lean and Agile and it has
been proven to work
ITEMO and FitSM

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• ITEMO has partnered
with APMG for FitSM
exams
• APMG is the world's
leading accreditation
and exam institute
ITEMO and APMG
INTERPROM is one of APMG’s
accredited FitSM training organizations

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• ITSM standards,
frameworks and
approaches are tools
• We already have
ASL, BiSL, eTOM,
ISM, ISO/IEC 20000,
ITIL®, MOF,
USMBOK, VeriSM
and many more
• Why adding one
more to the toolbox?
Another ITSM
standard/framework/approach?
ITIL® - "ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved.

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Open Source Service
Management:
• Maturity Assessment
• Standard
• Implementation
Guidance
• Template Repository
• Training Materials
FitSM is a Complementary ITSM Tool
https://fitsm.itemo.org/downloads/

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• 0. Overview and
Vocabulary
• 1. Requirements
• 2. Objectives and
Activities
• 3. Role Model
• 4. Selected Templates
and Samples
• 5. Selected
Implementation Guides
• 6. Maturity and
Capability Assessment
Scheme
FitSM is an ITSM Standard+
https://fitsm.itemo.org/

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FitSM Logic

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FitSM, ISO/IEC 20000 and ITIL
Characteristic FitSM ISO/IEC 20000-1 ITIL v3 ITIL 4
# Requirements 95 213 N/A N/A
# Recommendations N/A N/A 1000s 1000s
# Processes 14 20 26 34 (practices)
System approach Service
management
system
Service
management
system
N/A Service
value
system
Auditable No(*) Yes No No

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The FitSM Service
Management System
(SMS) consists of
• General
Requirements (GR)
• Process
Requirements (PR)
FitSM Service Management System

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Plan: Planning Service Management
• Service Management Plan
Do: Implementing Service Management
• Policies, plans, processes, procedures
Check: Monitoring and Reviewing Service
Management
• Measure, evaluate, assess and audit
Act: Continually Improving Service
Management
• Nonconformities and improvements
FitSM Deming Cycle

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• 14 Processes
• 69 Requirements
FitSM Processes
1. Service Portfolio Management (4)
2. Service Level Management (7)
3. Service Reporting Management (3)
4. Service Availability & Continuity Management (4)
5. Capacity Management (4)
6. Information Security Management (5)
7. Customer Relationship Management (6)
8. Supplier Relationship Management (4)
9. Incident & Service Request Management (7)
10. Problem Management (4)
11. Configuration Management (6)
12. Change Management (7)
13. Release & Deployment Management (6)
14. Continual Service Improvement Management (2)

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PR11.1 Configuration item (CI) types and
relationship types shall be defined.
PR11.2 The level of detail of configuration
information recorded shall be sufficient to
support effective control over CIs.
PR11.3 Each CI and its relationships with other
CIs shall be recorded in a configuration
management database (CMDB).
PR11.4 CIs shall be controlled and changes to
CIs tracked in the CMDB.
PR11.5 The information stored in the CMDB
shall be verified at planned intervals.
PR11.6 Before a new release into a live
environment, a configuration baseline of the
affected CIs shall be taken.
PR11 Configuration
Management
Sample FitSM Requirements

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Generic ITSM Roles
SMS Owner
SMS Manager
Service Owner
Process Owner
Process Manager
Case Owner
Member of Process Staff
• Generic ITSM Roles
• Process-specific ITSM
Roles
• RACI matrix
FitSM Role Model

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Senior accountable owner of the entire service
management system (SMS)
Overall accountability for all ITSM-related activities
Act as the primary contact point for concerns in the
context of governing the entire SMS
Define and approve goals and policies for the entire
SMS
Nominate the process owners and/or managers, and
ensure they are competent to fulfil their roles
Approve changes to the overall SMS
Decide on the provision of resources dedicated to ITSM
Based on monitoring and reviews, decide on necessary
changes in the goals, policies and provided resources
for the SMS
SMS Owner
Sample FitSM Role Model

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Identifying Services
Specifying Services
ITSM Documentation Checklist
Achieving Compliance with
ISO/IEC 20000
ITSM
implementation
guidance
FitSM Guides

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Guided self-assessment of
ITSM maturity based on
FitSM requirements
FitSM Assessment

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So You’ve Gone Down the ITIL Path…
Bumpy road?
Uphill climb?
Roadblock?
Side tracked?
Foggy?
Road to nowhere?
Love this road!
???

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Keeping your
ITIL adoption
efforts “in check”
• FitSM sets the
boundaries
• ITIL provides
additional
guidance
Complementing ITIL with FitSM
ITIL
Recommendations
FitSM SMS
Requirements
FitSM
Process
Requirements
FitSM
Role
Model
FitSM
Certification
Training

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Raising the Bar from FitSM to
ISO/IEC 20000

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1. Download the free FitSM
materials
2. Identify SMEs
3. Attend a FitSM certification class
4. Conduct the FitSM self-
assessment
5. Create/adjust your ITSM
implementation/improvement plan
6. Implement and measure
7. Go back to 2.
Next Steps

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• https://apmg-
international.com/product/fitsm
• https://interpromusa.com/fitsm-
certification-training-2/
FitSM Certification Training

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Call to
Action!
½ hour conversation
with Mart Rovers.
No obligation…
Contact@InterPromUSA.com

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Submit questions via your GoToWebinar control panel.
(sorry, function not available on mobile devices)

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Further information….
www.apmg-international.com
@APMG_Inter
+44 (0) 1494 452450
www.interpromusa.com
@InterPromUSA
+1.480.699.9642
www.itemo.org
TRAINING & CERTIFICATION
www.apmg-international.com/product/fitsm

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If you have any questions or feedback, please do not hesitate to contact me:
Ronn.Faigen@apmg-international.com / +1 (0)781-275-8604

No-Nonsense Service Management with FitSM

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