FitSM

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

FitSM calls itself a standard, but is not published or managed by an established standards organisation like ISO. However, in a way very similar to that of many ISO and ISO/IEC standard families, it structures its documents into several numbered parts and defines requirements for an effective service management system in its part 1.

All parts are published under Creative Common licenses.

A single document containing about 70 definitions of ITSM terms.

A single document containing about 85 auditable requirements for an effective service management system. The requirements are divided into general requirements (GR) and requirements for 14 different service management processes (PR). FitSM is similar in scope and style to part 1 of ISO/IEC 20000, but significantly shorter.

A single document containing a description of the goal of each process defined in FitSM-1, as well as a description of activities to initially set up the process and ongoing process activities.

A single document containing descriptions of generic service management system and service management process roles.

A collection of templates and samples for documents needed in a service management system, e.g. SLAs, statement of a service management policy, elements of a service portfolio or service catalogue etc.

A collection of guides on various ITSM topics.

An Excel-based tool that uses situation descriptions to aid an easy assessment of the maturity of implemented service management processes and general practices.

While conformance to FitSM-1 requirements can be audited, there is no certification for conformance. Unlike for ISO/IEC 20000, organizations cannot have their service management system 'FitSM certified'.

A qualification and certification scheme for personnel, much like those established for ITIL and ISO/IEC 20000, but involving fewer and shorter trainings, was started in 2013. By passing an exam, usually in the context of a one-day or two-day training, individuals can achieve several levels of certification, from a "foundation level", targeted at all personnel involved, up to an "expert level", targeted at process and overall ITSM project managers. Certifications are issued by the TÜV SÜD Examination Institute.

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