Master the Six Core Processes That Keep IT Services Running
The FitSM Advanced: Service Operation & Control (SOC) course builds on your Foundation knowledge to give you the practical skills needed to coordinate day-to-day IT service delivery. Over two intensive days you’ll work through the six FitSM-1 processes that govern how incidents are resolved, problems are eliminated, configurations are tracked, changes are controlled, releases are deployed, and services are continuously improved.
FitSM’s lightweight, standards-based approach means you can apply what you learn immediately – whether you manage services for a small team or across a large federated infrastructure. On successful completion you earn an internationally recognised APMG certificate and move one step closer to FitSM Expert status.
What You’ll Learn
- General aspects of implementing IT service management according to the FitSM-1 standard
- Incident & Service Request Management (ISRM) – logging, categorising, prioritising, and resolving incidents and service requests efficiently
- Problem Management (PM) – identifying root causes, documenting known errors, and preventing recurring incidents
- Configuration Management (CONFM) – maintaining an accurate configuration management database and understanding configuration item relationships
- Change Management (CHM) – assessing, approving, and scheduling changes to minimise risk and service disruption
- Release & Deployment Management (RDM) – planning, building, testing, and deploying releases into the live environment
- Continual Service Improvement (CSI) – establishing improvement initiatives, measuring outcomes, and embedding a culture of ongoing enhancement
- Key interfaces and dependencies between SOC processes and the wider service management system
Entry Requirements
- A valid FitSM Foundation certificate (must be obtained before enrolling in the Advanced course)
- Basic understanding of IT service management concepts and terminology
Course Details
- Duration: 2 days (classroom or virtual), with the exam scheduled on the final day
- Certification: APMG International
- Exam: 30 multiple-choice questions, 60 minutes, closed book – pass mark of 70% (21 of 30 correct)
Who Should Enrol?
- IT Service Coordinators: Professionals responsible for coordinating incident, change, or release activities who need a structured process framework
- Service Desk Managers & Team Leads: Those overseeing front-line support teams and looking to formalise operational workflows
- Infrastructure & Operations Staff: Engineers and administrators who manage configurations, deployments, and live-environment stability
- ITSM Practitioners Pursuing Expert Status: FitSM Foundation holders aiming to complete the Advanced SOC module as a step towards the FitSM Expert qualification