FitSM is a lightweight IT service management standard designed to be approachable, achievable, and compatible with other frameworks like ITIL and ISO/IEC 20000. The FitSM standard consists of 4 core documents that are 85 pages total and only 9 pages of requirements, making it much shorter than ITIL or ISO/IEC 20000. FitSM focuses on familiar processes like service level management, problem management, and change management. Certification is also quicker, more affordable, and uses free materials compared to other standards.

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

6. Culture
Introducing FitSM 6
Versus

7. Culture
Introducing FitSM 7
Startups
SMEs
Major
enterprises
Research
Academia /
Higher
Education

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