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.
- Authored and quality assured by itSMF UK.
- Follows the ITIL Intermediate Capability Operational Support and Analysis Syllabus.
- Comes in packs of 10, ideal for training courses.
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.