IRISCC invites you to join an upcoming FitSM Foundation training, designed specifically for data managers, service operators, and virtual access providers in Research Infrastructures.
FitSM Foundation Training at the IRISCC Annual Meeting
Co-located with the IRISCC Annual Meeting 2025 and fully covered by the project
Are you managing data portals, virtual access services, or data operations within a distributed research infrastructure?
Looking to improve how your services are delivered, monitored, and coordinated across your RI?
IRISCC invites you to join an upcoming FitSM Foundation training, designed specifically for data managers, service operators, and virtual access providers in Research Infrastructures. FitSM is a free, lightweight IT service management (ITSM) standard that brings practical structure and efficiency without the complexity of larger frameworks.
Organiser
IRISCC Project (Trainer: Elia Bellussi, EGI Foundation)
Date
7 October 2025
time
9:00 - 17:30 CEST
duration
8.5 hours including the exam
venue
Meeting Room R7-052, Aix-Marseille University
price
0 EUR (No travel support)
Why FitSM?
Over 80% of IT service disruptions are caused by process or coordination issues—not technology. FitSM offers a clear, practical framework to align service delivery, clarify responsibilities, and improve reliability across distributed organisations, making it ideal for Research Infrastructures with federated IT services.
What you'll gain:
-
Clarity and confidence in applying core ITSM principles, specifically tailored to the needs of distributed Research Infrastructures
-
Practical tools and methods to make your service delivery more efficient, coordinated, and transparent across multiple providers
-
Immediate improvements you can bring to your own services
-
Expert insights from a certified FitSM trainer with experience in Research Infrastructure service management
-
A recognised certification (optional) from APMG to demonstrate your ITSM knowledge and boost your professional profile
Timetable
Morning Block (09:00 – 12:15)
09:00 – 09:15 – Getting Settled-In
09:15 – 10:30 – Introduction to IT Service Management (ITSM) and the FitSM Standard
10:30 – 10:45 – ☕ Break
10:45 – 12:15 – Service Management Processes:
• Service Portfolio Management
• Service Level Management
• Service Reporting Management
• Service Availability and Continuity Management
• Capacity Management
• Information Security Management
12:15 – 13:00 – 🍽️ Lunch Break
Afternoon Block (13:00 – 17:30)
13:00 – 14:45 – Service Management Processes (continued):
• Customer Relationship Management
• Supplier Management
• Incident and Service Request Management
• Problem Management
• Configuration Management
• Change Management
• Release and Deployment Management
14:45 – 15:00 – ☕ Break
15:00 – 16:15 – Continual Service Improvement (CSI), ITSM Implementation, and related standards/frameworks
16:15 – 16:30 – ☕ Break
16:30 – 17:30 – 📝 Certification Exam
Course details
This one-day Foundation-level course provides an introduction to IT service management concepts, the purpose and structure of FitSM standards, and formal requirements defined within FitSM-1.
- Duration: 8 hours plus a 30-minute exam
- Target audience: Anyone involved in provisioning federated IT services in RIs, or those seeking to advance in ITSM qualifications
- Entry requirements: None
- Training costs are fully covered by the IRISCC project
Course contents
- Basic ITSM concepts and terminology (FitSM-0)
- Purpose, structure, and relationships of FitSM standards to other frameworks
- Process framework and requirements outlined in FitSM-1
Exam
- 30 minutes, closed book
- 20 multiple-choice questions (one correct answer each)
- Pass mark: 65% (13 out of 20 correct)
- Certification granted by APMG upon successful completion
Training Outputs
- Exam scores
- Certificates for those passing the exam with unique certificate license number
*Communication of results, and availability for download through personal client area, provided by the certification authority APMG