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Perhaps you have heard 
of FitSM,

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a lightweight standard 
that aims to help organizations

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with improving their 
service management practices.

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FitSM is based on 
the same ideas as ITIL®

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and similar 
service management frameworks,

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but, as the word "lightweight" 
suggests,

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it's a kind of back-to-basics approach 
to service management -

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which is exactly what 
many organizations are looking for.

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And what's more, 
FitSM is free to use.

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FitSM and YaSM 
are a good match,

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so today I want to tell you first 
a bit more about FitSM,

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before we explore how 
YaSM and FitSM can be used in tandem.

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So, what is FitSM?

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FitSM stands for 
Federated IT Service Management,

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and its development was supported 
by the European Commission.

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That's why it is 
free to use for everybody.

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FitSM is based on the same 
time-tested principles

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that we find in other service management 
frameworks and standards,

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such as 
ITIL® and ISO 20000.

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But it's focused 
on the essentials

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and provides, 
as the authors put it,

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a "clear, pragmatic, lightweight 
and achievable standard

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that allows for effective 
IT service management" (or: ITSM).

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Although FitSM is called 
a standard,

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it is not published by a 
standardization organization such as ISO.

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Now, what's in FitSM?

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FitSM is made up of 
several documents,

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defining requirements and 
providing guidance

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on implementing 
a service management system.

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These documents 
are organized into:

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• the core standard,

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• and implementation aids.

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The core standard includes:

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• an overview of FitSM 
and a vocabulary

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• requirements for a 
service management system

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• objectives and 
recommended activities,

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 • and a role model.

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Whereas the 
implementation aids include:

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• selected templates and samples

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• implementation guides with 
advice

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on key aspects 
of good service management,

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as well as

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• a maturity and 
assessment scheme.

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As many other 
service management frameworks,

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FitSM is built around a 
set of recommended processes.

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Since it aims to be lightweight,

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the FitSM process model 
is made up of 14 processes,

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as opposed to 
the 26 processes in ITIL v3

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and the 34 practices 
in ITIL 4.

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Here's the complete list 
of these processes.

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If you know ITIL or ISO 20000,

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most of these processes 
will look familiar to you.

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For example,

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we have a process for managing 
incidents and service requests,

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one for managing problems,

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and one for managing changes.

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These are all well-known 
ITIL processes.

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Since FitSM is published under 
a Creative Commons License,

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all parts of the standard are available 
for download at fitsm.eu.

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So you can easily 
check out those documents

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and I'll be surprised

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if you don't find 
some valuable advice in there.

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So let's go the FitSM website

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and look at some of 
the content in detail.

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On the downloads page 
we find

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the complete list of all documents 
that are maintained by the FitSM working group.

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This includes

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• the FitSM Core Standard with requirements 
for a service management system,

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• the FitSM implementation aids 
with samples and templates,

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• and also, as you can see,

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the complete set of 
FitSM training material

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used in the official FitSM training 
and certification scheme.

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Now, let's take a closer look 
at some of those documents.

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FitSM-0 provides 
an overview of the FitSM family

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and a 
common vocabulary.

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If we scroll down,

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we find an outline of all documents 
that are part of the standard

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 with their relationships,

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where FitSM distinguishes 
between

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the core standard and 
the implementation aids.

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After that follows an overview 
of the FitSM process model,

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since all parts of FitSM 
are based on an understanding of

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14 core processes 
for service management.

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For each of these processes, 
FitSM provides more details,

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such as 
requirements and guidance.

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So let's go back to the 
list of downloads

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and open the document called 
"FitSM-1: Requirements",

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which provides a set of requirements for 
a service management system (or: SMS).

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These requirements are made up of

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• general requirements for 
a service management system

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• and process-specific requirements.

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As the name suggests, 
process-specific requirements

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are available for every one 
of the 14 FitSM processes,

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such as incident and 
service request management.

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For example, FitSM says that

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• all incidents and service requests shall 
be registered, classified and prioritized

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• incidents shall be resolved, 
and service requests fulfilled,

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taking into consideration 
information from SLAs

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• etc.

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So FitSM specifies requirements 
for service management processes,

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but it also describes goals and 
recommended activities for those processes.

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If we open FitSM-2: 
Objectives and Activities,

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and scroll down to the incident and 
service request management process,

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we find

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• first, a brief definition 
of the process objectives

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• then recommended activities 
for the initial process setup

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• a list of key inputs 
for the process

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• recommended activities during 
ongoing process execution,

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• and a list of key outputs 
from the process.

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So there's quite a bit of 
guidance for each FitSM process

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to assist you with fulfilling the requirements 
set out in the first part.

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All of this is available 
for free

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so you can check this out on your own 
any time.

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Now, since both FitSM and YaSM aim to 
provide clear and pragmatic advice

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and have their roots in the 
traditional service management frameworks

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such as ITIL,

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I also want to show you, 
very briefly,

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how you can 
use them together

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to improve your 
service management practices.

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First, I'd like to elaborate a bit 
on how FitSM and YaSM compare.

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Both provide 
clear and pragmatic advice

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around 
service management processes,

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but they are not the same.

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FitSM specifies requirements and 
helps you with supporting guidance,

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while YaSM is essentially a 
complete set of process and document templates.

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FitSM describes 
14 core processes,

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while there are 
19 in YaSM,

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so YaSM is a bit broader in scope.

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The FitSM guidance is especially helpful for 
benchmarking your existing processes

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and identifying 
potentials for improvement.

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When it comes to designing and 
documenting the processes,

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however, YaSM, 
with its detailed descriptions and templates,

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helps you to get started 
and saves a lot of work.

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We provide the templates 
in popular formats,

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such as Visio and 
ARIS diagrams.

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Let's open, for example,

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the templates for the incident and 
service request management process.

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As you can see, 
the Visio diagram depicts

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the 1st level support process 
in BPMN notation

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and includes 
a swim lane with activities.

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The yellow shape 
represents a role,

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so what we say here 
is that

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• first level support should first 
carry out an initial analysis,

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• then search 
the knowledge base

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• or, if possible, match the incident 
to an existing problem,

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and so on,

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• until we need to decide 
whether

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we can resolve the incident 
in 1st level support

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or have to pass it on 
to 2nd level support.

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So what you get is a very detailed 
step-by-step description of the process.

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It's kind of an ideal process 
from the books,

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but we don't mean to say that
you have to implement it as it is:

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Most organizations will 
modify and adapt our templates,

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for example by 
adding additional activities.

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This is quite easy, 
as you can see.

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The whole point is that you get 
templates to start with,

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which is much better and less work 
than starting from nothing.

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So, FitSM and YaSM 
work well together.

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On the FitSM website you can 
download all documents

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and also check out 
their certification and training offers.

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In the YaSM Wiki we provide a 
complete introduction to YaSM

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and the YaSM process model

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and also explain 
how FitSM and YaSM are related.

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And if you have any questions, 
please get in touch!

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[ All FitSM documents available at fitsm.eu 
 for download ]

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[ At yasm.com/wiki : 
How FitSM and YaSM compare ]

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[Please get in touch 
 if you have questions! ]