SMITS case studies
SMITS · Put your knowledge to work in context.
The SMITS credential is designed for IT professionals who want to demonstrate a practical understanding of IT service management. It suits service desk analysts, support engineers, and aspiring team leads who need to connect day-to-day operations with broader service delivery goals. The exam covers nine domains: IT service management fundamentals and governance; service strategy and value creation; service design and service level management; service transition, change and release management; service operation, incident and problem management; continual improvement and measurement; IT infrastructure, systems and network operations; security, risk and compliance; and service management tools, automation and data. Questions are multiple choice and test how well you apply concepts to realistic scenarios rather than recall definitions. The SMITS case studies are 5 cases and about 3,002 words.
1Emergency Pricing Fix During Peak Freeze
Northwind Retail runs a pricing service that calculates loyalty discounts at checkout. A change freeze is in effect from 15 November to 2 December to protect Black Friday trading; 47 production changes are blocked.
512 words, about 3 min2Monday Morning Payment Latency Recurrence
MetroPay processes card authorizations for 1,400 merchants. Every Monday between 08:55 and 09:20, authorization latency rises from 300 ms to over 8 seconds and 12–15% of requests time out.
652 words, about 3 min3Availability SLA Credit Dispute
CloudCRM provides a CRM SaaS under a contract with a 99.9% monthly availability SLA. Availability is defined as the percentage of minutes the service is available, excluding scheduled maintenance announced at least 48 hours in advance.
621 words, about 3 min4Privileged Account Phishing and the 72-Hour Clock
Harbor Health runs a patient portal and claims-processing platform. The security team detects an overseas login to an administrative console using a privileged service account.
610 words, about 3 min5Alert Storm After Monitoring Automation
TransFleet operates dispatch and tracking for 900 vehicles. It recently deployed auto-remediation: restart a service when CPU exceeds 85% for five minutes, and delete temp files when disk exceeds 90%.
607 words, about 3 min