1. ITSM & FitSM® general overview
2. “Selected topics” from the FitSM® Advanced level trainings:
3. General aspects of establishing a service management system (SMS)
4. ITSM processes for the planning and delivery of services
5. ITSM processes for the operation and control of services
6. ITSM process interfaces and dependencies
7. “Selected topics” from the FitSM® Expert training:
8. Understanding the organisational context
9. Leadership and governance
10. Planning and implementing ITSM (PLAN, DO)
11. Monitoring, reviewing and improving ITSM (CHECK, ACT)

*This side entry course combines both Advanced levels and the Expert level into 3 days.