The lightweight standards for IT Service Management


FitSM is a lightweight standards family aimed at facilitating the implementation of IT service management (ITSM), including scenarios involving federated environments.

It is based on four core principles: practicality, consistency, sufficiency, and extendibility. Importantly, FitSM is freely available to everyone, covering all aspects of the standard, including core components and implementation aids, under a Creative Commons International License. The initiative was originally supported by the European Commission under the Seventh Framework Programme and is currently maintained by ITEMO e.V., a non-profit partnership comprising IT management specialists from industry and research backgrounds.

FitSM is designed to be compatible with other ITSM frameworks, such as ISO/IEC 20000 and ITIL, while offering a more lightweight and achievable implementation approach. The FitSM family consists of several documents providing guidance on various ITSM aspects:

  1. FitSM-0: Overview and vocabulary
  2. FitSM-1: Requirements
  3. FitSM-2: Process activities and implementation
  4. FitSM-3: Role model
  5. FitSM-4: Templates and samples (continuously evolving)
  6. FitSM-5: Implementation guides (continuously evolving)
  7. FitSM-6: Maturity and capability assessment scheme

The recommended activities for establishing a Service Management System (SMS) according to FitSM-1 requirements include:

GR1: Top Management Commitment & Accountability (MCA)

  • Ensure top management commitment to service- and process-oriented approach.
  • Assign an SMS owner.
  • Define and approve a service management policy.
  • Develop a communication plan.
  • Establish management review topics and outcomes.

GR2: Documentation (DOC)

  • Determine necessary documentation.
  • Define document storage and formats.
  • Implement document control mechanisms.

GR3: Scope & Stakeholders of IT Service Management (SCS)

  • Identify stakeholders and their needs.
  • Discuss SMS scope and produce a scope statement.

GR4: Planning IT Service Management (PLAN)

  • Assess current ITSM maturity.
  • Set target maturity level.
  • Produce service management and process-specific plans.

GR5: Implementing IT Service Management (DO)

  • Communicate service management plan.
  • Monitor implementation progress and address deviations.

GR6: Monitoring & Reviewing IT Service Management (CHECK)

  • Define key performance indicators.
  • Conduct assessments and audits.
  • Report results and update plans.

GR7: Continually Improving Service Management (ACT)

  • Promote continual improvement culture.
  • Support the Continual Service Improvement (CSI) process.

The recommended activities for ITSM processes according to FitSM requirements include:

SPM, initial setup involves defining service portfolio documentation and managing service lifecycle.

SLM emphasizes creating service catalogues and SLAs negotiation. SRM focuses on specifying and delivering reports.

SACM aims at ensuring service availability and continuity. Ongoing activities include monitoring, updating plans, and evaluating service performance.

CAPM Capacity Management ensures adequate capacity and performance to meet service targets. Initial setup involves defining capacity plans and monitoring approaches.

ISM Information Security Management aims at safeguarding information integrity, availability, and confidentiality.

CRM Customer Relationship Management establishes and maintains positive customer relationships.

SUPPM Supplier Relationship Management maintains healthy relationships with suppliers. Initial setup establishes a supplier database.

ISRM Incident & Service Request Management focuses on restoring service operation after incidents and fulfilling service requests. Initial setup includes tool implementation and standardizing procedures for incident handling.

PM Problem Management aims to identify and resolve problems to reduce their impact. Setup involves creating a known error database (KEDB) and tool implementation.

CONFM Configuration Management provides a logical model of configuration items (CIs). Setup defines scope and CI types.

CHM Change Management aims to plan, approve, and review changes to prevent adverse impacts on services. Setup includes tool implementation and standardizing change recording procedures. Inputs are change requests and release information.

RDM Release & Deployment Management bundles changes into releases and deploys them effectively. Setup defines release planning and deployment strategies.

CSI Continual Service Improvement Management plans, implements, and reviews service and process improvements. Setup includes identifying improvement sources and implementing a recording system.

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