FitSM Advanced Service Operation and Control (SOC) Training and Certification

19-21 June 2017 in Amsterdam

This two-day Advanced level course aims to provide individuals with deeper knowledge into the ITSM processes focusing on service operation and control.

Training Organisation: EGI Foundation

Date: Monday 19 June 2017 (13:00) – Wednesday 21 June 2017 (13:00)

Location: Amsterdam Science Park, 140 – 1098XG (Room: TBC)

Logistic information: How to reach the EGI Foundation


Monday Afternoon

Session 1 (13:00-17:00)
  • FitSM Foundation wrap-up & ITSM basics
  • Selected general aspects of establishing a service management system (SMS)


Tuesday Morning

Session 2 (9:00-12:30)

  • Incident & Service Request Management (ISRM)
  • Problem Management (PM)


Tuesday Afternoon

Session 3 (13:30-18:00)
  • Configuration Management (CONFM)
  • Change Management (CHM)
  • Release & Deployment Management (RDM)


Wednesday Morning

Session 4 (9:00-10:15)
  • Continual Service Improvement Management (CSI)
  • ITSM process interfaces and dependencies
  • Sample exam & exam preparation
Exam (10:30-13:00)
  • €799: Regular training base price per course
  • €679: Discounted training base price (EGI participants only)
  • €210: TÜV SÜD Examination fees (required for formal certificate)

Target audience

  • Individuals aiming to fulfil a coordinating role in the ITSM processes related to the operation and control of IT services
  • Candidates who wish to progress to expert level of the qualification and certification scheme


  • Must hold FitSM Foundation Certificate
    • Foundation training being held prior to this Advanced course on 6-7 June 2017


  • 60 minutes, at the end of the training
  • Closed book, i.e. no aids are allowed
  • 30 multiple choice questions (four possible answers for each question, one correct answer per question)
  • At least 70% correct answers (21 of 30) are required to pass the examination

Training Outputs

The outputs of the training are as follows:

  • Exam results/scores (immediately provided)
  • Printed TÜV SÜD certificates for those passing the exam with unique certificate license number


Any applicable training fees must be paid in order for the place to be reserved.

Places are limited for each training (approx. 15) – places must be confirmed by registration at the event page:

Registrants will receive a confirmation of registration to establish a date received as the number of participants is limited per training and applications will be considered in the order they are received.

Terms and Conditions

Cancellation and Withdrawal

The EGI Foundation reserves the right to cancel any training event that has not met the specified minimum participant number or force majeure. In case of cancellation, the EGI Foundation will try to rebook registrants on another date and/or another venue by which the registrant can accept or refuse. Upon refusal, any paid fees will be returned within 21 days. All trainings will be confirmed at least 30 days prior to the scheduled date. The participant can cancel registration free of charge anytime prior to confirmation. After which, refunds will be reduced by 25% each week until the event. No refunds possible within 7 days of event.

The registration to a training done by an individual, in its own name, can be cancelled without giving any reason within 14 days from the day on which the participant has registered. The participant must inform the organiser of the decision to cancel the order via