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Updated in line with the ITIL® 2011 editions and the Operational Support and Analysis (OSA) syllabus, this quick-reference guide will help you as you study for the OSA module of the ITIL Intermediate Capability qualification. Beyond the exam, this handbook is a practical resource that can be used in the workplace. Companion volumes covering the other Intermediate Capability modules are also available.

Key Features:

  • Authored and quality assured by itSMF UK.
  • Follows the ITIL Intermediate Capability Operational Support and Analysis Syllabus.

Covers the following processes and functions and how they contribute to the Lifecycle:

  • Event Management.
  • Incident Management.
  • Request Fulfilment.
  • Problem Management.
  • Access Management.
  • Service Desk.
  • Technical Management.
  • IT Operations Management.
  • Applications Management.

Additional information

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eBook, Paperback


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