Day 1 - 22.05.2018
All sessions and Coffe Breaks will be held in Room VK 1 & 2
| TIME |
SESSION |
| 12:45 - 13:00 |
Getting Settled-In |
| 13:00 - 14:15 |
Intro to ITSM and FitSM Standard
Description
- Service and service management: Introduction, terms and concepts
- The FitSM standard series & Service management – General aspects
- Selected sample exam questions
Conveners
Holsinger, Sy (EGI.eu)
|
| 14:15 - 14:30 |
Coffe Break |
| 14:30 - 16:00 |
Service Management Processes - SPM, SLM, SRM, SACM, CAPM, ISM
Description
- Service management – Processes: Service Portfolio, Service Level, Service Reporting Management
- Service management – Processes: Service Availability and Continuity, Capacity, Information Security Management
- Selected sample exam questions
Conveners
Holsinger, Sy (EGI.eu)
|
| 16:00 - 16:15 |
Coffe Break |
| 16:15 - 17:45 |
Service management Processes: CRM, SUPPM, ISRM, PM, CONFM, CHM, RDM
Description
- Service management – Processes: Customer Relationship, Supplier, Incident and Service Request, Problem Management
- Service management – Processes: Configuration, Change, Release and Deployment Management
- Selected sample exam questions
Conveners
Holsinger, Sy (EGI.eu)
|
| 17:45 - 18:00 |
Wrap-up, Next Day Overview |
Day 2 - 23.05.2018
All sessions, Coffe Breaks and Exam will be held in Room VK 1 & 2
| TIME |
SESSION |
| 09:00 - 10:15 |
CSI, ITSM Implementation and related standards/frameworks
Description
- Service management – Processes: Continual Service Improvement
- Benefits, Risks & Challenges of Implementing ITSM
- Related standards and frameworks
- Sample exam & exam preparation
Conveners
Holsinger, Sy (EGI.eu)
|
| 10:15 - 10:45 |
Coffee Break / Exam Prep
|
| 10:45 - 12:00 |
Exam |
FitSM Foundation Training | REGISTRATION via EventBrite
