An Introduction to FitSM V1.2

FitSM is a lightweight standards family aimed at facilitating service management in IT service provision, including federated scenarios.

The main goals of the FitSM family are:

1. Create a clear, pragmatic, lightweight and achievable standard that allows for effective IT service management (ITSM).

2. Offer a version of ITSM that can cope with federated environments, which often lack the hierarchy and level of control seen in other situations.

3. Provide a baseline level of ITSM than can act to support ‘management interoperability’ in federated environments where disparate or competing organisations must cooperate to manage services.

The FitSM family is made up of several documents, providing guidance and input on different aspects of service management in Federated ICT infrastructures.

The FitSM family is produced by the FedSM project, an initiative co-funded by the European Commission Seventh Framework Programme to improve service management in a select set of federated ICT infrastructures and bring experience from this improvement to a broad community of (federated) communities.

FitSM is designed to be compatible with the International Standard ISO/IEC 20000-1 (requirements for a service management system) and the IT Infrastructure Library® (ITIL). Although the FitSM process model, requirements, recommended activities and role model target a lightweight implementation, it can act as a first step to introducing full ITSM, i.e. applying ITIL good practices and / or achieving compliance against ISO/IEC 20000-1. The FitSM family is made up of several documents, providing guidance and input on different aspects of ITSM in federated ICT infrastructures.